RETURNS & REFUNDS

Returns Made Clear

Learn when returns may be available, how refund requests work and what to do if there is a problem with your order.

Start a Return Contact Support

RETURN ELIGIBILITY

When Can I Request a Return?

Return eligibility can depend on the product, seller and reason for the request. Review the order details and applicable return conditions before submitting a request.

HOW IT WORKS

Your Return in 3 Simple Steps

01

Submit Your Request

Provide your order details, select the reason for your request and include supporting information where needed.

02

Follow the Instructions

If the return is accepted, follow the instructions provided for returning the item or completing the resolution.

03

Refund Review

Once the return or resolution requirements are completed, the applicable refund can be processed.

REFUND INFORMATION

How Refunds Work

Refund timing can vary depending on the payment method, seller response, return status and payment provider.

  • Approved refunds are normally returned to the original payment method where possible.
  • Your bank or payment provider may need additional time to display the refund.
  • Shipping costs may not always be refundable unless required by the applicable return circumstances.

ORDER PROBLEMS

Damaged, Incorrect or Not as Described?

If there is a problem with your order, contact the seller or Nexaura Support and provide enough information for the issue to be reviewed.

What to Include

  • Your order number
  • A clear description of the issue
  • Photos of damage or incorrect items where relevant
  • Any relevant delivery or packaging information

What Happens Next?

The seller or support team can review the information and guide you through the available resolution options, which may include a return, replacement or refund where applicable.

RETURN EXCLUSIONS

Items That May Not Be Returnable

Certain products may have return restrictions because of hygiene, personalization, condition or other applicable seller policies.

Personalised Items

Products made or customised specifically for you may have limited return eligibility.

Hygiene-Sensitive Products

Some opened hygiene or personal-use products may not be eligible for return.

Used or Altered Items

Items that have been used, damaged or materially altered after delivery may be restricted.

Final Sale Items

Some items clearly marked as final sale may have different return conditions.

RETURNS FAQ

Frequently Asked Questions

Review your order details and use the available return or support option to submit your request. Include the reason and supporting information where appropriate.

Refund timing varies by payment method and provider. After a refund is processed, your bank or payment provider may require additional time before it appears in your account.

Keep the item and packaging and provide clear photos when contacting the seller or Nexaura Support.

Contact the seller or support with your order details and photos of the item received so the appropriate resolution can be reviewed.

Shipping costs may be refundable in some circumstances, but this depends on the reason for the return and applicable return conditions.

OUR RETURNS PROMISE

Shop With Confidence on Nexaura

We want you to love what you buy. If something isn’t right with your order, our returns process is designed to be straightforward — request a return, send the item back, and get your refund. Check Track Your Order for the latest status at any time.

What Makes an Item Eligible for Return?

Most items purchased on Nexaura can be returned if they arrive damaged, are not as described, or have a manufacturing fault. Items should be in their original condition with packaging where possible. Some categories such as personalised goods or hygiene-sealed items may have specific exclusions — check the product listing or contact support if you’re unsure.

How Long Do Refunds Take?

Once your returned item is received and inspected, refunds are typically processed within 5–10 working days. The exact timing depends on your payment method — card refunds may take a few extra days to appear on your statement. You’ll receive confirmation once your refund has been issued.

Need Help With a Return?

If you’re having trouble starting a return or have questions about an existing request, our support team is here to help. Visit our Help & Support page or contact us directly.

NEED RETURN HELP?

Still Need Assistance?

If you’re unsure about a return, refund or order problem, contact our support team and we’ll help point you in the right direction.