Refund & Returns
Policy

Policy Overview

We want every Nexura Mart customer to shop with complete confidence. Our return and refund policy is designed to be as simple and transparent as possible.

This policy applies to all purchases made on nexuramart.com. For any questions not covered here, please contact us at Claims@nexuramart.com.

Return Eligibility

To be eligible for a return, your item must meet the following conditions:

• Item must be returned within 30 days of the delivery date
• Item must be unused, unworn, and undamaged
• Item must be in its original packaging with all tags attached
• You must have a valid proof of purchase (order number or confirmation email)
• Item must not be listed under our non-returnable items (see Section 07)

Return Process

Follow these steps to return your item quickly and easily:

Refunds

Once your return has been received and approved, your refund will be processed as follows:

• Refunds are issued to your original payment method only
• Processing time: 5–10 business days after return approval
• You will receive an email confirmation once the refund is issued
• Your bank or card provider may take an additional 3–5 days to reflect the refund
• Original shipping costs are non-refundable unless the return is due to our error

If you have not received your refund within 14 business days, please first check with your bank. If the issue persists, contact us at Claims@nexuramart.com.

Exchanges

We currently process exchanges on a case-by-case basis. If you wish to exchange an item for a different size, colour, or product, please contact us at Customercare@nexuramart.com and our team will assist you.

In most cases, the fastest way to get the item you want is to return the original item for a refund and place a new order for the replacement.

Damaged, Defective or Wrong Items

We sincerely apologise if you have received a damaged, defective, or incorrect item. This is not the standard we hold ourselves to, and we will make it right immediately.

• Contact us at Claims@nexuramart.com within 48 hours of receiving the item
• Include your order number and clear photos of the damage or incorrect item
• We will arrange a full refund or replacement at no cost to you
• You will not be required to return the damaged item in most cases

Non-Returnable Items

The following items cannot be returned unless they are faulty or damaged upon arrival:

• Personalised or custom-made items
• Perishable goods or consumable products
• Items that have been used, worn, or washed
• Downloadable software or digital products
• Items marked as “Final Sale” or “Non-Returnable” at the time of purchase
• Hygiene-sensitive products (e.g. earrings, underwear) once opened
• Items returned after the 30-day return window

Return Shipping

Return shipping arrangements and costs depend on the reason for return:

We strongly recommend using a tracked and insured postal service for your return. Nexura Mart cannot be held responsible for items lost or damaged in transit on their way back to us.

Contact Us

For all return and refund enquiries, please contact our dedicated claims team:

• Returns & Claims: Claims@nexuramart.com
• General Support: Customercare@nexuramart.com
• Contact Form: nexuramart.com/contact-us
• FAQs: nexuramart.com/faqs

Our team responds to all enquiries within 24 hours on business days (Monday to Friday). We are here to help and committed to resolving every issue fairly and promptly.