Refund policy

NeXora Premium Mart

At NeXora Premium Mart, customer satisfaction is important to us. We carefully check our products before dispatch. However, if you receive a damaged, defective, incorrect, or incomplete product, we're here to help.

1. Return & Exchange Period

You can request a return or exchange within 7 days of receiving your order, provided your request meets the conditions outlined in this policy.

Returns and exchanges are accepted only for the following reasons:

  1. Damaged Product: The product arrives physically broken, damaged, or destroyed.

  2. Defective Product: The product does not function properly or fails to operate as intended.

  3. Incorrect Product: You receive a product different from what you ordered.

  4. Incomplete Order: The delivered package is missing advertised items, accessories, or components.

Change of mind is not eligible for returns, exchanges, or refunds.

2. Conditions for Returns

To qualify for a return or exchange:

  • The product must be returned in its original condition, along with all included accessories, components, manuals, warranty cards, and freebies (if applicable).

  • The original packaging and box must be included and returned in reasonable condition.

  • The product must not show signs of misuse, intentional damage, or unauthorized repair.

  • Proof of purchase or your order number must be provided.

Please ensure that all included accessories and components are packed securely before returning the product.

If the returned product does not meet these conditions, NeXora Premium Mart reserves the right to reject the return or exchange request.

3. Damaged, Defective or Incorrect Products

Please inspect your order immediately after delivery.

If you receive a damaged, defective, incorrect, or incomplete product, contact us within 7 days of receiving your order.

We may request photographs or a short video showing the issue so our team can evaluate your complaint and provide an appropriate solution.

For eligible cases, we will arrange a replacement or exchange at no additional cost to the customer.

4. Exchange Policy

Exchanges are subject to product availability.

If the requested replacement product is unavailable, our team will contact you to discuss an appropriate alternative or an approved refund, where applicable.

All exchanged products must meet the return conditions mentioned above.

5. Return & Exchange Procedure

To request a return or exchange, please follow these steps:

  1. Contact us through WhatsApp or email within 7 days of receiving your order.

  2. Provide your order number and explain the issue.

  3. Share clear photographs or a video showing the damaged, defective, incorrect, or missing item.

  4. Wait for confirmation and instructions from our customer support team.

  5. Once your request is approved, carefully pack the product with its original packaging and accessories.

  6. Send the package using the return instructions provided by our team.

Important: Please do not send any product back without contacting us and receiving return approval first.

6. Refund Policy

Our first preference for eligible damaged, defective, incorrect, or incomplete products is to provide a replacement or exchange.

If a replacement is unavailable or a refund is approved by our team, the refund will be processed within 7 business days after we receive and inspect the returned product.

For bank transfers, an additional 2–4 business days may be required for the amount to appear in your account, depending on your bank.

Please note:

  • Original delivery charges are non-refundable unless otherwise approved by NeXora Premium Mart.

  • Refunds are only applicable to approved return requests.

  • Cash refunds are not provided automatically for every return or complaint.

7. Non-Returnable Situations

We cannot accept returns or exchanges in the following situations:

  • Change of mind or ordering the wrong product by mistake.

  • Products damaged due to misuse, negligence, accidents, or unauthorized repairs.

  • Products returned without prior approval.

  • Products missing their original accessories or essential components due to customer handling.

8. Contact Us

For any questions, complaints, or return and exchange requests, please contact us:

NeXora Premium Mart

Our customer support team will be happy to assist you.

Thank you for shopping with NeXora Premium Mart!