Refund policy

NOVIRA B2B Return, Refund and Quality Claim Policy

NOVIRA primarily supplies feed additives and related animal-nutrition products for business customers. Orders may be produced, labelled, documented or packed to an agreed specification. For this reason, ordinary retail-style returns are not automatically available.

Samples

Sample availability, size, price and freight are confirmed before dispatch. Samples are supplied for evaluation and do not automatically represent the specification, packaging or commercial terms of a later bulk order.

Bulk orders and cancellations

Minimum order quantity, packaging, price, lead time, payment terms and shipping terms are confirmed in the written quotation or sales contract. Requests to cancel or change an order must be made before production, labelling or packing begins. Any accepted cancellation or change is subject to the written quotation or sales contract.

Inspection and quality concerns

Please inspect each shipment promptly after receipt. If there is a suspected quality, quantity, packaging or delivery issue, record the product name, batch or lot number, quantity affected, photographs and relevant delivery documents. Notify NOVIRA promptly after receipt or within the claim period stated in the quotation or sales contract.

NOVIRA may request a retained sample, inspection record, transport document or independent test report before confirming a resolution. Products must not be returned, destroyed or disposed of without written instructions from NOVIRA.

Resolution

Where a quality issue is confirmed against the agreed specification or written order requirements, NOVIRA will discuss an appropriate commercial resolution with the buyer. Depending on the circumstances and the written agreement, this may include replacement, credit, partial refund or another remedy agreed in writing.

Non-returnable products

Unless required by applicable law or agreed in writing, NOVIRA does not accept returns of opened, used, contaminated, improperly stored, expired, custom-labelled, custom-packed or made-to-order products. Products returned without prior written authorization will not be accepted.

Mandatory legal rights

This policy is intended for B2B transactions. It does not exclude rights or remedies that cannot legally be excluded under applicable law. Where mandatory consumer rules apply to a specific sale, those rules take precedence.

Contact

For a return, refund or quality claim, email info@noviradirect.com, submit the details through our B2B Inquiry page, or contact NOVIRA on WhatsApp at +86-15937114010. Please include the order reference and batch or lot number.