Return Policy

Initiating a Return
To start a return, log in to your account, select your transaction history, and then navigate to invoices. Each invoice will display an option to submit a return request for eligible items. Please include the reason for the return in the comment section of the form.

Once your request is submitted, a representative from Nova Medical Tech must authorize the return(s) and issue an RA (Return Authorization) number. If you encounter any issues or have questions about the return process, please contact your sales representative.

Damaged or Defective Products
If you receive a product that is damaged or has a cosmetic defect, it must be reported within 5 business days of receipt. Other requests for returns due to functional defects or quality issues that impact the usability of the product can be returned for a full refund within the warranty period. Nova Medical Tech will cover the cost of the original shipment and provide a prepaid shipping label for the return.

Nova Medical Tech reserves the right to determine whether an item will be accepted as having a functional defect, quality issue, or as damaged goods. If, upon inspection, the product is found to be functioning properly, a 20% restocking fee will be applied to the return.

Customer Error
Returns due to customer error will be accepted within 30 days of the original shipment date and will incur a 20% restocking fee. Please note that freight/shipping charges will not be credited.

Frequently Asked Questions (FAQs) about the Return Policy

Why are you updating your policy to include a restock fee?

The restock fee is implemented to cover the costs associated with processing returns and restocking products that are not defective.

 

Why is there a timeframe for the customer to report damages?

A timeframe ensures that any damages are reported while the product is still within the returnable condition and to streamline the return process.

 

What if I was unable to inspect the product within the timeframe?

We recommend inspecting your product as soon as possible. If you were unable to do so within the timeframe, please contact us immediately, and we will review your situation on a case-by-case basis.

 

What does it mean when it says, “Nova Medical Tech reserves the right to determine whether an item will be accepted as having a functional defect, quality issue or as damaged goods”?

This means that our team will inspect the returned item to confirm the reported issue. If the item is found to be functioning properly, the return may be subject to a restocking fee.

 

What if I don’t communicate an issue with my order due to customer error within the 30-day timeframe?

If an issue due to customer error is not reported within 30 days, the return request may not be accepted, or additional fees may apply.

 

What types of returns are considered customer error?

Customer error includes ordering the wrong product, incorrect quantities, or any mistake that is not related to product defects or quality issues.

 

How will I be assessed a restock fee?

A restock fee of 20% will be applied to returns where the product is found to be free of defects or if the return is due to customer error.

 

What if I ordered the wrong product and need an alternative sent to me?

If you ordered the wrong product, you may return it within 30 days, subject to a 20% restocking fee. Please contact your sales representative to assist with ordering the correct product.