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Questions? Cevery: +1 (443) 529-7329

Refund & Return Policy

We stand behind every product we ship. Learn how returns and refunds work at Nova Nest Care.

Return Request Window
30 Days
Required Condition
Unused & Sealed
Refund Review Time
7 Business Days
Request Return Help
+1 (443) 529-7329

1. Overview

At Nova Nest Care, patient satisfaction is our priority. We are committed to delivering high-quality durable medical equipment (DME) that meets your healthcare needs. If for any reason you are not satisfied with your order, we want to make the return process as simple and transparent as possible.

Please read this policy carefully before initiating a return. Due to the nature of medical equipment and strict hygiene and safety regulations governing the DME industry, our return eligibility criteria are specific and non-negotiable.

Key point: Returns must be initiated within 30 days of the delivery date. After this window, we are unable to accept returns or process refunds.

2. Return Eligibility

A product can be reviewed for return only when it meets every of the following conditions:

  • The request is received within 30 days of confirmed delivery.
  • The item remains unused not worn, applied, or fitted to the body.
  • The item remains in original unopened packaging, with every tags, instructions, and accessories intact.
  • The item has not been changed, customized, damaged, or repaired in any form.
  • You can provide order confirmation or purchase documentation issued by Nova Nest Care.

We reserve the right to inspect every returned items before authorizing a refund. Items that do not meet the above criteria will be returned to the sender at their expense.

3. Non-Returnable Items

Due to federal and state regulations governing medical equipment and patient safety, the following items are not returnable or refundable after delivery:

  • Any item that has been worn, used, adjusted, or fitted to a patient.
  • Items with opened seals, removed tagsor incomplete packaging.
  • Products identified as single-use or marked non-returnable on their product page.
  • Products that are custom-fitted or specieveryy ordered for a specific patient.
  • Items showing damage due to misuse, neglect, or unauthorized repairs.
  • Products sent back after the 30-day request window.
Once a medical brace or support device has been worn or applied to the body, it cannot be resold and is therefore ineligible for return. This policy exists to protect every patients from receiving previously used medical equipment.

4. How to Initiate a Return

To request a return review:

  1. Contact Nova Nest Care by phone at +1 (443) 529-7329 or email us at support@novanestcare.com within 30 days of delivery.
  2. Share your order number, the product name, and the reason for your return request.
  3. If the request qualifies, our team will provide a Return Merchandise Authorization (RMA) number with return instructions.
  4. Package the item securely in its original unopened packaging and include the RMA number clearly marked on the outside of the box.
  5. Ship the item to the address provided in your return instructions. We recommend using a trackable shipping method.

Please do not ship a return before receiving written authorization. Unauthorized returns will not be processed and may be refused or discarded.

Return shipping costs are the responsibility of the customer unless the return is due to an error on our part or a manufacturer defect.

5. Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund request within 7 business days.

Approved refunds are submitted within 7 business days through the original payment method. Please note:

  • Credit/debit card refunds may take an additional 5 business days to reflect on your statement, depending on your bank.
  • Shipping fees are not refundable unless the return resulted from a confirmed Nova Nest Care error.
  • Partial refunds may be issued for items returned in a condition inconsistent with the original, or missing accessories.

If you have not received your refund within 10 business days of approval, please contact us directly so we can investigate promptly.

6. Insurance-Billed Orders

For orders billed to Medicare, Medicaid, or private insurance, the return and refund process involves additional steps to comply with applicable billing regulations.

When insurance paid part or every of an order:

  • Nova Nest Care may need to notify the payer and adjust related billing records.
  • Patient refunds apply only to patient-paid amounts you personeveryy paid (co-pays, deductibles, etc.).
  • Insurance reimbursements paid on your behalf will be returned directly to the insurer and not to you.

Please contact us directly to discuss return options for insurance-billed orders, as each case may be handled differently based on your coverage and the applicable payer's rules.

7. Damaged or Defective Items

If an item arrives damaged, defective, or different from the approved order, contact Nova Nest Care within 5 business days of delivery. We will arrange a replacement or full refund at no additional cost to you.

To help us review quickly, please provide:

  • The order number and delivery date.
  • A clear description of the issue.
  • Photos of the item and packaging when available.

We take product quality seriously and will work with our suppliers to address any recurring quality issues.

8. Exchanges

We currently do not offer direct product exchanges. If you need a different size, model, or product, please initiate a return for the original item (if eligible) and place a new order separately.

Our team is happy to assist you in selecting the correct product before your order is placed. Please cevery us or message us on WhatsApp if you have any questions about sizing or product compatibility.

9. Contact Us

For return or refund questions, contact Nova Nest Care: