Last Updated: 31-8-2026
At Nova Star Pharmaceuticals, we want our customers to receive their orders in good condition. Because many of our products are pharmaceutical, healthcare, dietary supplement, or consumable products, special conditions apply to returns and exchanges for safety and hygiene reasons.
1. Damaged or Incorrect Products
Please contact us as soon as possible if:
- You received a damaged product
- You received the wrong product
- Your order is missing an item
- The product packaging has been damaged during delivery
Please contact customer support within [24/48 hours] of receiving your order and provide:
- Order number
- Customer name
- Description of the issue
- Clear photographs/videos of the product and packaging where applicable
Our team will review the issue and provide the appropriate resolution.
2. Products Eligible for Exchange
An exchange may be considered where the product:
- Was damaged during delivery
- Is defective
- Was supplied incorrectly by us
- Has another verified issue attributable to our fulfillment process
The product should generally remain unused, unopened, and in its original packaging, unless the issue itself makes that impossible.
3. Health & Pharmaceutical Products
For safety, hygiene, and product-integrity reasons, we generally do not accept returns of opened or used pharmaceutical, healthcare, supplement, or consumable products simply because a customer has changed their mind.
Please make sure you order the correct product and quantity before completing your purchase.
4. Refunds
If a refund is approved, the refund will be processed using the applicable payment method or another agreed method, subject to the circumstances of the order.
Refund processing time may vary depending on the payment provider or bank.
5. Non-Returnable Products
Unless required otherwise by applicable law, the following may not be eligible for return:
- Opened products
- Used products
- Products with damaged or removed seals
- Products damaged after delivery due to improper storage or handling
- Products returned without prior approval
- Products purchased incorrectly by the customer
6. Expired or Incorrectly Supplied Products
If you receive a product that appears to be expired, incorrectly supplied, or otherwise unsuitable, do not use it. Contact us immediately with your order details and supporting photographs.
7. Cancellation
Orders may be cancelled before dispatch where possible. Once an order has been dispatched, cancellation may no longer be possible.
8. Contact Us
For return, exchange, or refund requests:
Nova Star Pharmaceuticals (Pvt.) Ltd.
Pakistan
Email: novastarpharm@gmail.com