Last Updated: October 14, 2026

At NuviaCare, we want you to have a smooth and reliable shopping experience. This Return and Refund Policy explains the conditions for requesting a return, replacement, or refund for purchases made through our Shopify store.

We deliver eligible products across Pakistan. All return and refund requests are subject to the conditions below and applicable Pakistani laws.

1. Seven-Day Return Policy

NuviaCare offers a 7-day return window for eligible products, starting from the date your order is delivered.

To request a return, please contact our customer support team within seven calendar days of delivery.

For eligible change-of-mind returns, products should generally be:

• Unused and unopened.

• In their original packaging.

• Accompanied by the original accessories and any included items.

• Supported by an order number or proof of purchase.

Not all products are eligible for change-of-mind returns. Please review the exclusions below.

2. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, expired, or incorrect product, contact us as soon as possible after delivery.

Please provide:

• Your order number.

• A description of the issue.

• Clear photographs of the product and packaging, where possible.

After reviewing your request, we will communicate the appropriate resolution, which may include a replacement, refund, or another remedy required by applicable law.

Nothing in this policy limits your legal rights regarding defective, unsafe, expired, misrepresented, or incorrectly supplied products.

3. Non-Returnable Products

For hygiene, safety, and product-integrity reasons, certain products may not be eligible for change-of-mind returns where permitted by law.

These may include:

• Medicines: Products subject to pharmaceutical safety, storage, dispensing, or return restrictions.

• Condoms and intimate wellness products: Opened or unsealed products.

• Skincare and cosmetics: Opened or used products where hygiene restrictions apply.

• Personal hygiene products: Opened or unsealed items.

• Vitamins and supplements: Opened products or items whose seals have been broken.

• Food and snacks: Opened, perishable, or temperature-sensitive products where return restrictions apply.

These exclusions do not remove any rights you may have under applicable law if a product is defective, damaged, unsafe, expired, incorrectly supplied, or otherwise legally eligible for a remedy.

4. Medicines and Healthcare Products

Medicines and regulated healthcare products require special handling. Return requests will be reviewed in accordance with applicable laws and product safety requirements.

If a medicine arrives damaged, expired, incorrectly supplied, or with packaging that appears tampered with, do not use it. Contact NuviaCare for assistance.

Medicines must not be returned or resold in circumstances that violate applicable pharmaceutical safety or dispensing requirements.

5. Refund Eligibility

A refund may be approved after we review your return request and confirm that the product and circumstances qualify under this policy or applicable law.

Depending on the situation, the resolution may include:

• A full or partial refund.

• A replacement product.

• Another appropriate remedy agreed upon or required by law.

We will communicate the approved resolution and any necessary next steps.

6. Refund Processing Time

Once a refund is approved, processing will begin through the appropriate payment method.

The time required for the funds to reach you may depend on your bank, payment provider, or other financial institution.

For advance-paid orders, refunds will be arranged using an appropriate agreed payment method.

For Cash on Delivery orders, our team will contact you to arrange the refund method if a refund is approved.

7. Return Shipping Charges

If a product is confirmed to be damaged, defective, or incorrectly supplied, NuviaCare will communicate the appropriate return-shipping arrangements.

For other approved returns, any applicable return-shipping charges and responsibilities will be explained before the return is completed.

8. Order Cancellation Policy

If you wish to cancel an order, please contact us as soon as possible.

Cancellation may be possible before dispatch, subject to order status and applicable law. Once an order has been dispatched, cancellation may no longer be possible, and the return policy may apply instead.

If NuviaCare cancels a prepaid order, any refund due will be handled in accordance with applicable law.

9. Orders Requiring Advance Payment

Cash on Delivery is available on eligible orders, subject to confirmation and courier availability.

Orders containing more than five items require full advance payment before dispatch.

If an advance-paid order is eligible for cancellation or a refund, NuviaCare will review the request under this policy and applicable law. The advance-payment requirement does not remove any valid cancellation or refund rights.

10. How to Request a Return or Refund

To submit a request, contact our customer support team with the following information:

• Your name.

• Order number.

• Date of delivery.

• Product name.

• Reason for the return or refund.

• Photographs of the item and packaging, if relevant.

WhatsApp: [Insert Business WhatsApp Number]

Email: [Insert Customer Support Email]

Please wait for our instructions before sending a product back. Unapproved returns may delay processing.

11. Policy Updates

NuviaCare may update this policy when our business practices or legal requirements change. The latest version will be published on this page with the updated date.

Any changes remain subject to applicable customer rights and legal requirements.

12. Contact NuviaCare

For questions about returns, replacements, cancellations, or refunds, contact our customer support team using the details above.

NuviaCare — Your Care, Your Confidence.

We appreciate your trust in NuviaCare and aim to handle every eligible return or refund request fairly and transparently.