Novamedix Policies

At NovaMedix , we work transparently to offer you a safe experience. Here you'll find our purchasing, shipping, and return policies, so you know exactly how we manage each process.

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General Policies

Shipping Policies

At NovaMedix , we work to ensure that every order arrives in perfect condition and within the established deadlines. Our commitment is to offer a reliable and secure service, ensuring the availability of essential health products.

Orders within the Metropolitan Region

Delivery times:

  • Greater Santiago (Urban Santiago):
    Standard Shipping: 2 to 3 business days - Depending on the time of purchase.
  • Other communes in the Metropolitan Region:
    Standard Shipping: 2 to 5 business days.

Note: In exceptional cases, such as high demand or special products, delivery times may be extended. If this is the case, our team will contact you to inform you and keep you updated.

Orders outside the Metropolitan Region

Delivery times:
Delivery time depends on the shipping company selected and the location of your region and commune.
Generally, shipping takes no longer than 7 business days . You can track your order directly through platforms such as:

  • Bluexpress
  • Starken
  • Chilexpress
  • Pullman Cargo

Shipping costs

Shipping costs within the Metropolitan Region

The shipping cost in the Metropolitan Region for packages with maximum dimensions of 40x40x40 is:

  • $3,990 Up to 9kg
  • $6,990 for 10 to 15kl
  • $8,600 for 16 to 25kl

Oversized packages up to 60x60x60 will be increased by $2000.

If your order exceeds 25kl, you will not be able to complete the purchase and you will need to contact us to find a better shipping alternative.

The final amount will be shown before you complete your purchase at checkout.

Shipping costs Central Zone

Shipping costs are calculated based on weight, volume, and delivery address.

  • For shipments with Bluexpress and Chilexpress , the cost will be visible at checkout before finalizing your purchase.
  • For Starken and Pullman Cargo , the shipping cost is determined when the order is handed over to the transport company. You will receive a receipt via email or WhatsApp with the shipping details.

Payment method "Cash on Delivery" (only for shipments via Starken and Pullman Cargo):

In this method, the customer pays the shipping cost directly when they receive their order at their home.
Prior to shipment, NovaMedix will send a receipt with the tracking number and shipping details, so you can track it online.

Return and Exchange Policy

At NovaMedix , our priority is ensuring the safety, quality, and satisfaction of our customers. We understand that medical products require responsible handling, which is why we have established clear and transparent policies for returns and exchanges.

1. Defective or damaged products

If the product you received has a manufacturing defect, was damaged during shipping, or does not match what you ordered:

You must contact us within 24 hours of receiving your order via:

  • WhatsApp
  • Phone
  • Email

Our team will evaluate the situation and, if appropriate, arrange for an exchange or refund at no additional cost .

Important: To process the request, the product must remain unused , in its original packaging , and accompanied by its receipt or proof of purchase.

2. Defect-free products

For health and safety reasons, we do not accept returns of medical products that have been opened, used, or whose packaging has been tampered with , unless there is a shipping error on the part of NovaMedix.

This includes, but is not limited to:

  • Sterile medical supplies.
  • Tracheostomy products.
  • Double-distilled solutions or waters.
  • Dressings and healing material.

3. Procedure for changes and returns

Please contact our team within the established timeframe (24 hours from receipt).

Provide the following information:

  1. Order or receipt number.
  2. Photographs of the product and its packaging.
  3. Brief description of the problem.
  4. We will evaluate your case and send you the shipping instructions .
  5. Once the product has been received and its condition validated, we will proceed with:
  • Exchange for a new product , or
  • Refund via the same payment method used.

4. Deadlines for returns and refunds

  • The review and validation process may take up to 5 business days .
  • Once the return is approved, the refund will be issued within a maximum of 7 business days .

5. Final considerations

  • Shipping costs associated with changes due to errors by NovaMedix will be covered by us .
  • If the exchange or return is for reasons beyond NovaMedix's control, the customer must assume the cost of transportation .
  • NovaMedix reserves the right to reject returns that do not meet the conditions described here.

Important considerations

  • All orders are processed once the purchase is confirmed and payment is validated.
  • On special or high-demand dates (such as holidays or promotions), delivery times may be extended.
  • It is the customer's responsibility to provide correct and complete information regarding the delivery address.
  • If the product arrives in poor condition or presents any issues, you must contact us within 24 hours of receiving it so we can arrange a solution.