PAYMENTS
To help facilitate payments you can use the payment services available on the website.

While availing any of the payment method/s available on the Platform, NOVOCHEM will not be responsible or assume any liability, whatsoever in respect of any loss or damage arising directly or indirectly to You due to: Lack of authorization for any transaction/s, or payment issues arising out of the transaction, or transaction failure for any other reasons.

(Add specifics of COD, Credit Card and other payment options and associated terms)

RETURNS
Products once delivered can be exchanged or returned within 3 days post-delivery, only if the delivered products are defective or damaged.

We will be unable to process returns in the following cases:

Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
Product is damaged due to misuse/mishandling
Product is used or altered by customer
If request is initiated after 5 business days from date of delivery

CANCELLATIONS
How do I cancel an order?
If you wish to cancel the order, please contact us using the following methods:

Customer Care No: 01145563177
WhatsApp Number: +91 9560288106
Email: helpdesk@privymart.in

How do I initiate a return?
To initiate a return for the order which has already been shipped or delivered, please contact us using the following methods. We will initiate a return pick-up according to the Return Policy and refund the order value once the product is received back and verified.

Customer Care No: 01145563177
WhatsApp Number: +91 9560288106
Email: helpdesk@privymart.in

How long does the return process take?
Pick-up of the product will be done within 5-7 days of you raising a return request. Please keep the product ready and our delivery partner will arrive for pick-up with necessary documentation.

REFUNDS
When will I receive my refund?
In case of cancellation before shipment, we will process the refund within 48 business hours after receiving the cancellation request.
In case of cancellation request for orders already shipped, refund will be initiated after the product is delivered back to us and the quality of the products are verified.
Within 7-10 business days from the day of initiating the refund, you should receive a refund via the initial method of payment used to place the order. For COD orders, please mention your bank account details for crediting the refund amount.

What if I used coupon codes or gift card or reward points and I have to cancel the order?
Coupon codes are intended for one-time use only and shall be treated as used even if you cancel the order.

Do I have an option to replace a product?
No, currently you can only return but not replace. You may place a fresh order for the products you need.

Are there any cancellation charges?
No. We do not impose any cancellation charges.

Shipping Policy
SHIPPING AND DELIVERY POLICIES
How does the delivery process work?
Once our system processes your order, your products are inspected thoroughly to ensure they are in a perfect condition. Once they pass through the final round of quality check, they are packed and handed over to our trusted delivery partner. Our delivery partners then bring the package to you at the earliest. In case, they are unable to reach your provided address or at a suitable time, they will contact you to resolve the issue.

How are items packaged?
We package our products in boxes, which are covered in a plastic layer. Each individual product is packaged in bubble wrap while fragile items like bottles are safely secured with additional bubble wrap. We pride ourselves on the quality of our packaging. Till date, we have received minimal complaints about damaged products due to our packaging.

What is the range of locations to which PrivyMart.in ships their products?
PrivyMart.in currently ships to selected pincodes in the Delhi area.

My order has been shipped. Now how can I track it?
Once your order has been dispatched, you will receive an email with the tracking details:

Tracking number
The courier company that is processing your order
What is the estimated delivery time?
We dispatch most orders within 2-5 business days (i.e. excluding Sundays and public holidays). If you are ordering our products from a sale event, dispatches may be a bit delayed due to increased volumes. We will target to dispatch all orders within 5 days of order date.

Are there any shipping charges applicable on my order?
Yes there are shipping charges on any order For Physical Products only according to shipping Zone.

Does NOVOCHEM have any physical stores?
No, NOVOCHEM has no physical stores.

RETURNS AND REFUNDS
Returns will not be accepted under the following conditions:

Product is damaged
Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
Serial Number is tampered
Product is used or altered
If request is initiated after 5 days of order delivery.
Please Note: The request will be accepted only if request is initiated within 5 days post order delivery. For questions related to a particular product, you can read the product description on the privymart India website for more detailed return policy.

How do I return an item purchased on PrivyMart.in India?
If you wish to return a product, you can follow the process. This process can be done with few simple steps:

Step 1: Within 5 days of receiving the order, contact our Customer Support team:

Customer Care No: 01145563177
WhatsApp Number: +91 9560288106
Email: helpdesk@privymart.in
Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference through email.

Step 3: We will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.

Returns will not be accepted under the following conditions:

Product is damaged
Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
Serial Number is tampered
Product is used or altered
If request is initiated after 5 days of order delivery.
I have received a damaged/defective/wrong product in my order, how should I proceed?
A rigorous quality check process is followed before the products are shipped. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 5 days of receiving the order:

Step 1: Within 5 days of receiving the order, contact our Customer Support team:

Customer Care No: 01145563177
WhatsApp Number: +91 9560288106
Email: helpdesk@privymart.in
Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference through an email.

Step 3: In this case, we will be responsible to pick up this item from you. In case of a wrong product, we will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Note: Returns will not be accepted under the following conditions:

Product is damaged
Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
Serial Number is tampered
Product is used or altered
If request is initiated after 5 days of order delivery.
If it is a case of replacement, it is subject to the availability of stock. In the case that a replacement may not be available, we will refund you the full amount.

How can I track my return status?
Once we have received your returned order, we’ll take the necessary action and we’ll update you through email.

When will I get my return refund?
The refund of the returned item will be initiated after we receive the product(s) back and go through a quality check process for its packaging/condition. You will be notified through email regarding the same.

Can I return part of my order?
Yes. A return can be created at an item level. You can initiate a return/replacement/refund for any individual item by following the process mentioned below:

Step 1: Within 5 days of receiving the order, contact our Customer Support team:

Customer Care No: 01145563177
WhatsApp Number: +91 9560288106
Email: helpdesk@privymart.in
Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference through email.

Step 3: We will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Note: Returns will not be accepted under the following conditions:

Product is damaged due to misuse/overuse
Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
Serial Number is tampered
Product is used or altered
If request is initiated after 5 days of order delivery.
If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.

How will I get refunded for the returned orders and how long will this process take?
For payments done through credit/debit cards or net banking or Wallet the refund will be processed to the same source of account from which the payment was made within 48 business hours post receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.

CANCELLATION POLICY
Are there any cancellation charges?
There are no separate cancellation charges.

How do I cancel an order? (before it has been shipped)
If the order or the item(s) that you want to cancel have not been shipped yet, you can cancel the order by informing our Customer Support team:

Customer Care No: 01145563177
WhatsApp Number: +91 9560288106
Email: helpdesk@privymart.in
In such cases, the order will be cancelled and will initiate the refund within 48 business hours post the cancellation request.

Note: Returns will not be accepted under the following conditions:

Product is damaged due to misuse/overuse
Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
Serial Number is tampered
Product is used or altered
If request is initiated after 5 days of order delivery.
How do I cancel an order? (once it has been shipped)
Follow the below mentioned steps if you wish to cancel an order that has been shipped but has not yet been delivered.

Please do not accept the delivery of the order
We will refund your money within 48 business hours after we receive the product(s) back and verify its packaging/condition,
An update will be communicated to you via email.
Will shipping charges be refunded if I cancel?
No shipping charges will be Deducted From the Total Amount

When will I get my Refund?
The status of the refund will be shared through an email to you by our team.

In case of cancellation before shipment, we will process the refund within 48 business hours after receiving the cancellation request.

In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our end.

How will I get refunded for cancelled orders and how long will this process take?
For payments done through credit/debit cards or net banking or Wallet, the refund will be processed to the same source of account from which the payment was made within 48 business hours post receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.

What if I used coupon codes or gift card or reward points for payment and I have to cancel my order?
Coupon codes are intended for one-time use