Easy Exchanges & Returns

 

To raise a return or exchange request, please use our Returns Page.

 

1. At a glance

 

 

 

Damaged, defective, or incorrect items are covered separately under Damaged, defective, or incorrect items, and are accepted on both sale and non-sale orders.

 

2. Definitions used in this policy

 

• Sale order — an order in which the product was purchased at a reduced price during a site-wide sale. Orders where a discount code or an individual promotional offer was applied outside of a site-wide sale are not treated as sale orders, and remain eligible for returns and exchanges under the conditions below.
• Scrub set — one scrub top and one scrub bottom, sold together as a set. Returns are accepted only for the complete set — a top or a bottom cannot be returned on its own. Exchanges can be raised for a single piece — you may exchange just the top, just the bottom, or both.
• Day 1 — the date your order is marked delivered. If your order is delivered on 1 March, the last day to raise a request is 7 March.
• QC check — the inspection carried out at our warehouse when a returned item reaches us. An item passes QC only if it is unused, unwashed and unworn, free from stains, marks, odour, pet hair, damage or alteration, has all original tags still attached, and arrives in its original packaging.

 

3. Eligible for return or exchange

 

An item is eligible only if all of the following are true:

• The product is unused, unwashed and unworn, and in the same condition in which you received it.
• All original tags are still attached and the original packaging is intact.
• The request is raised within 7 days of delivery.
• The price you paid for the item is ₹1,500 or more, excluding shipping and any COD charges.
• The item is not listed under Not eligible for return or exchange below.

 

 

4. Not eligible for return or exchange

 

• Items that have been washed, worn, used, altered, stained, or damaged after delivery.
• Items with missing tags or missing original packaging.
• Requests raised more than 7 days after delivery.
• Embroidered or personalised items. Even if only the top of a scrub set is embroidered, the complete set — top and bottom — becomes non-returnable and non-exchangeable. The same applies to embroidered lab coats.
• Scrub caps, for hygiene reasons.
• Products purchased during a sale — these are not eligible for a refund. Exchanges are accepted on sale orders, for non-embroidered items only.

 

This section does not apply to damaged, defective, or incorrect items, which are covered under Damaged, defective, or incorrect items.

 

5. Charges

 

Situation	Charge
Your first return or exchange — one scrub set or one lab coat	Free
Each additional scrub set or lab coat included in the same request	₹300 each
Any subsequent return or exchange request, whether on the same order or a later one	₹300 per scrub set / per lab coat
Reshipping of an exchange order in case of failed delivery	₹300 per scrub set / per lab coat
Return shipping of an item that fails QC	₹300 per scrub set / per lab coat

 

The free return or exchange is counted once per customer, not once per order. Customers are identified by the email address or phone number used to place the order. Once it has been used, every later return or exchange request is chargeable, including requests on future orders.

Where a refund is due, applicable charges are deducted from the refund amount. Where no refund is due — for example on an exchange — a payment link will be shared and the exchange will be dispatched once payment is received.

 

 

6. Exchange process

 

1. Raise your exchange request on the Returns Page within 7 days of delivery.
2. Once the request is approved, we schedule a reverse pickup. The exchange order is created when the original item is picked up.
3. The item travels to our warehouse and goes through a QC check.
4. Your replacement is dispatched only after the returned item reaches our warehouse and passes QC.
5. If the size or product you have requested is out of stock at that point, we will contact you to select an alternative.

 

 

Exchanges are for size only. If you would like a different style, or would like to add embroidery as part of your exchange, please write to us at support@getnovora.com or message us on WhatsApp before raising your request and we will help you arrange it. Once embroidery is added, the item is no longer eligible for return or exchange.

 

 

7. Returns and refunds

 

1. Raise your return request on the Returns Page within 7 days of delivery.
2. Once approved, we schedule a reverse pickup.
3. The item travels to our warehouse and goes through a QC check.
4. We initiate the refund within 5 working days of the item reaching our warehouse and passing QC.
5. Refunds are issued to the original payment method. For COD orders, refunds are made by bank transfer to the account details you provide. Once initiated, your bank typically takes a further 5–7 working days to credit the amount.

 

Shipping charges and COD charges, where paid, are not refundable.

 

 

8. Items that fail the QC check

 

If a returned item does not pass QC, no refund or exchange will be issued for that item and the item will be sent back to you.

• Free return shipping does not apply to QC-failed items. A shipping charge of ₹300 per scrub set or per lab coat is payable for sending the item back to you.
• We will share photographs of the item and the reason for the QC failure before returning it.
• If other items in the same request passed QC, the ₹300 charge is deducted from the refund due on those items. Otherwise, a payment link will be shared and the item will be dispatched once payment is received.
• If payment is not received within 15 days of the payment link being shared, we are unable to hold the item further and it may be disposed of.
• Self-shipping reimbursement is not payable on items that fail QC.

 

 

9. Damaged, defective, or incorrect items

 

If you receive an item that is damaged, defective, or different from what you ordered, write to support@getnovora.com within 48 hours of delivery with your order number and clear photographs of the item and the packaging.

• This applies to all orders, including sale orders and embroidered items.
• Once verified, we will replace the item or issue a full refund, at your preference, at no cost to you.
• No return or shipping charges apply.

 

 

10. Self-shipping

 

If our reverse pickup service is not available at your PIN code, we will ask you to self-ship the item. Our warehouse address will be shared with you when your request is approved.

• Please dispatch the item within 5 days of your request being approved.
• Use a reliable courier such as Blue Dart or Delhivery, and share the tracking details with us at support@getnovora.com.
• We reimburse actual shipping costs up to ₹200 per request, against a copy of the courier receipt. Reimbursement applies to both returns and exchanges and is paid along with your refund, or by bank transfer in the case of an exchange.
• For self-shipped parcels, items lost or damaged in transit are the responsibility of the sender. We are not liable for such losses.

 

 

Questions? Email support@getnovora.com