Refund policy

Returns & Refund Policy

At Novanos Group, we want you to be completely satisfied with your purchase. Because our pharmaceutical, skincare, and aesthetic products are sensitive to handling and storage, we follow a strict returns policy to protect product integrity and the safety of every customer.

Returns & Exchanges

Products sold by Novanos Para Pharmaceutical Products Trading LLC cannot be returned or exchanged once delivered in good condition.

If you receive a damaged, defective, or incorrect product, you may request a return within 48 hours of delivery, subject to the following conditions:

To start a return, contact our Customer Support Team at +971 4 243 7573 or email info@novanosgroup.com.
Returned products must be sealed, unused, and in their original packaging with all labels intact.
Products showing signs of use, opening, or minor wear and tear are not eligible for return.
Items bought during promotions, or marked as sale or clearance items, cannot be returned.
By confirming your order, you accept the terms of this returns policy.

Product suitability: Many of our skincare and aesthetic products are formulated for specific skin types and treatment protocols. We recommend consulting a dermatologist or qualified healthcare professional before purchase. Novanos Para Pharmaceutical Products Trading LLC is not responsible for adverse reactions caused by misuse or by not following the product instructions.

Refunds

Once we receive and inspect the returned product and approve the return, we will process your refund according to your original payment method:

Online or card payments: refunded to the original payment method within 15 working days.
Cash on delivery: issued as store credit on your account for future purchases.
Shipping charges: not refundable.
Free-delivery orders: AED 25 will be deducted from the refund to cover delivery costs.

Incorrect Item Received

If you receive an item that does not match your order, contact our Customer Support Team as soon as possible. We may ask for photos of the item and packaging to resolve it quickly.

Damaged or Faulty Items

If your order arrives damaged or faulty, please refuse it and hand it back to the delivery agent at the time of delivery. Then contact our Customer Support Team to arrange a replacement. You can also email info@novanosgroup.com with clear photos of the damaged product for review.

Product Authenticity

All products sold by Novanos Para Pharmaceutical Products Trading LLC are 100% genuine and sourced directly from the brands or their authorized channels. If you have any concerns about a product's authenticity, email info@novanosgroup.com with photos of the product and packaging. Our team will investigate and get back to you.

Contact Us : Novanos Para Pharmaceutical Products Trading LLC
Phone: +971 4 243 7573
Email: info@novanosgroup.com