Refund & Exchange Policy
At Novera, we want you to see the world clearly and stylishly. If you are not 100% satisfied with your purchase, we are here to help.
1. 07-Day Return & Exchange Window
You have 7 days from the date of delivery to request an exchange or return.
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To be eligible, items must be unused, in their original packaging, and with all tags/seals intact.
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A proof of purchase (Order ID or Receipt) is required.
2. Prescription Lenses (Important)
Because prescription lenses are custom-made to your specific eye measurements:
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Frame Only: Eligible for a full refund or exchange.
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Lenses: If the lenses were made correctly according to your provided prescription, the lens cost is non-refundable.
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Our Error: If we made a mistake in the prescription or the lenses are defective, we will replace them at zero cost to you.
3. Damages and Issues
Please inspect your order upon reception. We recommend making an unboxing video as proof of the condition in which the item was received.
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If the frame is damaged in transit or has a manufacturing defect, contact us within 24 hours of delivery for an immediate replacement.
4. Non-Returnable Items
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Items purchased on Clearance Sale.
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Contact lenses (if the box has been opened or the seal is broken).
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Items showing visible signs of wear and tear or scratches.
5. Refund Process
Once we receive and inspect your return:
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Bank Transfer/Card: Refunds will be processed to your original payment method within 7-10 business days.
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Cash on Delivery (COD): Refunds will be issued via Bank Transfer or EasyPaisa/JazzCash. Please note: A small processing fee or shipping cost may be deducted from the total refund amount.
6. Shipping Costs
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The customer is responsible for paying the shipping costs for returning an item for “Change of Mind.”
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If the return is due to our error (wrong item/damaged), Novera will cover all shipping charges.
