Refund Policy

Refund Policy for KINSTORE.AE

Thank you for shopping with KINSTORE.AE. We strive to provide products of the highest quality. If you are not fully satisfied with your purchase, we’re here to help.

1. Eligibility for Refunds

  • Refunds (or exchanges) are available for items returned within 1 day from the date of delivery.
  • To be eligible, the item must be unused, in the same condition that you received it, and in the original packaging.
  • Proof of purchase (order number, receipt) is required.

2. Non-Refundable / Non-Exchangeable Items

  • Products that have been opened or used (if hygiene or medical safety is compromised).
  • Items on clearance or deeply discounted beyond a certain threshold (if specified).
  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error.

3. How to Request a Refund

  • Contact our Customer Service via email at store@novapharma.ae or via phone at +971 6 5391418 within the refund window.
  • Please provide your order number, product name, reason for return, and photos if the product is damaged or defective.

4. Return Shipping

  • If the return is due to our error (wrong item shipped, defective product, etc.), we will cover return shipping.
  • If the return is for other reasons (change of mind, wrong size, etc.), you may be responsible for return shipping costs unless otherwise agreed.

5. Refund Processing

  • Once we receive the returned item and inspect it, we will notify you on the status of your refund.
  • If approved, refund will be processed within 7–10 business days to your original method of payment.
  • Shipping costs are non-refundable, except when the return is due to our error.

6. Exchanges

  • If you need to exchange an item, send us an email at store@novapharma.ae and follow return instructions. Once we receive the item, we will send out the replacement (subject to stock availability).

7. Late or Missing Refunds

  • If you haven’t received a refund yet after the above period, check with your bank or payment provider.
  • Contact us at store@novapharma.ae if you still have concerns.