Refund policy
Refund & Return Policy
We want you to be genuinely happy with everything you buy from NexaMart. If a product is not right for you, you have 30 days from the day it is delivered to arrange a return.
1. Return window and eligibility
You may request a return within 30 days of delivery. To be eligible, the item must be:
- unused, unworn and undamaged;
- in its original packaging, with any accessories, manuals and free gifts included;
- accompanied by proof of purchase, such as your order number or confirmation email.
Items returned outside the 30-day window, or returned in a condition that prevents resale, may be refused or refunded in part.
2. Condition of returned goods
You are welcome to inspect and try a product as you would in a shop. Please stop using it if you decide to return it. Where an item shows wear beyond reasonable inspection — for example a used hygiene product, a scratched device or missing components — we may reduce the refund to reflect the loss in value.
3. How to request a return
Email nexamartt.2026@gmail.com with:
- your order number;
- the item or items you wish to return;
- a short description of the reason, and photos if the item is faulty or damaged.
We reply within 24 hours with return instructions and the correct return address. Please do not send anything back before you receive those instructions, as unannounced parcels cannot always be matched to an order.
4. Return shipping costs
If the item is faulty, damaged in transit, or not what you ordered, we cover the return shipping and send a replacement or full refund. If you are returning an item because you changed your mind, the return postage is yours to pay. We recommend a tracked service — until the parcel reaches us, it remains your responsibility.
5. Refund timing
Once your return arrives we inspect it and email you the outcome, usually within two business days. Approved refunds are issued to the original payment method within 5–10 business days. Your bank or card issuer may take a few additional days to display the credit on your statement.
Original shipping charges are refunded only where the return is the result of our error or a faulty product.
6. Damaged, faulty or incorrect items
Check your parcel on arrival. If something is broken, missing or incorrect, send us photos of the item and the outer packaging within 48 hours of delivery. We will arrange a free replacement or a full refund, including all shipping costs, and we will not ask you to pay anything to put it right.
Electrical products carry a 12-month warranty against manufacturing faults. Faults reported within that period are repaired, replaced or refunded at our discretion.
7. Non-returnable items
For hygiene and safety reasons, the following cannot be returned unless they arrive faulty or damaged:
- personal care items that have been opened or used, including grooming, oral care and intimate products;
- cosmetics, creams, serums and supplements once the seal is broken;
- earphones, in-ear devices and other items worn in direct contact with the ear canal, once unsealed;
- gift cards and digital downloads;
- items marked as final sale or clearance at the time of purchase.
8. Exchanges
If you would prefer a different size, colour or product, tell us when you request the return and we will arrange an exchange subject to availability. Where there is a price difference we refund or invoice only that difference. If the item you want is out of stock, we will offer a refund instead.
9. Cancelling an order
Contact us as soon as possible if you need to cancel. While your order is still being packed we can cancel it or change the delivery address at no cost. Once it has been dispatched, please treat it as a return under the terms above.
10. Late or missing refunds
If more than 10 business days have passed since we confirmed your refund and you still cannot see it, check with your bank or card issuer first, then contact nexamartt.2026@gmail.com and we will send you the refund reference so it can be traced.
11. Contact
All return and refund enquiries: nexamartt.2026@gmail.com. We answer every message within 24 hours, seven days a week.