Refund policy

NEXUZON STORE

RETURN & REFUND POLICY

Brand Name: NEXUZON STORE
Tagline: STEP BEYOND.
Effective Date: 28 October 2026
Website: https://www.nexuzonn.com
Customer Support WhatsApp: +91 8494939116
WhatsApp Link: https://wa.me/918494939116
Customer Support Email: support.nexuzonstore@gmail.com
Country: India
Currency: Indian Rupee (₹)

1. INTRODUCTION

Welcome to NEXUZON STORE. We are committed to providing a transparent, reliable and customer-friendly shopping experience.

This Return & Refund Policy explains our procedures for returns, refunds, exchanges, replacements, order cancellations, product complaints and payment-related matters.

This policy applies to purchases made through our website, subject to the applicable product listing, confirmed order terms and Indian consumer protection laws.

Our aim is to resolve genuine customer concerns fairly while keeping the process clear and straightforward.

2. PRODUCT CATEGORIES COVERED BY NEXUZON STORE

NEXUZON STORE is a multi-category e-commerce business serving customers across India. Our primary focus is on men's and women's fashion, footwear, accessories, personal care, bags, fitness, gifts and lifestyle products. We may also offer products across additional categories as our online store expands.

This Return & Refund Policy applies to eligible products sold through NEXUZON STORE across the categories listed below, subject to the applicable product listing and Indian consumer protection laws.

A. Primary Focus Categories — Men's

1. Men's Clothing
2. Ethnic & Traditional Wear
3. Men's Footwear
4. Sandals & Slippers
5. Men's Accessories
6. Watches & Wearables
7. Beauty & Personal Care
8. Bags & Travel Accessories
9. Fitness & Sports
10. Gifts & Lifestyle

B. Primary Focus Categories — Women's

1. Women's Clothing
2. Ethnic & Traditional Wear
3. Women's Footwear
4. Sandals & Slippers
5. Women's Accessories
6. Watches & Wearables
7. Beauty & Personal Care
8. Bags & Travel Accessories
9. Fitness & Sports
10. Gifts & Lifestyle

C. Additional and Future Product Categories

NEXUZON STORE may also offer products in the following categories, subject to availability and applicable legal requirements:

11. Kids & Baby
12. Jewellery
13. Skincare
14. Hair Care
15. Home & Living
16. Home Decor
17. Kitchen & Dining
18. Home Improvement & Cleaning
19. Lighting
20. Mobile Accessories
21. Computer & Laptop Accessories
22. Audio & Electronics
23. Gadgets & Smart Accessories
24. Yoga & Wellness
25. Automotive Accessories
26. Pet Supplies
27. Toys & Games
28. Books & Stationery
29. Gifts & Personalized Items
30. Travel Accessories
31. Outdoor & Garden
32. Tools & DIY
33. Lifestyle & Utility
34. Food & Beverages
35. Homemade & Specialty Foods
36. Office & Business Supplies
37. Trending & Viral Products
38. Other Categories and new product categories introduced by NEXUZON STORE from time to time.

Category Availability

The primary focus categories represent our intended core shopping categories. Additional categories may be introduced, updated, combined, renamed or discontinued according to customer demand, product availability and business requirements.

Not every category or product will necessarily be available at all times. Products subject to special licences, safety requirements or other legal restrictions will be offered only where applicable requirements are met.

The return, refund, exchange, replacement and cancellation terms in this policy apply to eligible products across the categories offered by NEXUZON STORE. Specific product restrictions may apply where clearly disclosed and legally permitted. Nothing in this section limits mandatory consumer rights or remedies available under applicable law.

3. HOW TO REPORT A PRODUCT PROBLEM

If you receive a damaged, defective, incorrect or incomplete product, please report the problem through our official WhatsApp support as soon as possible, preferably within 24 hours of delivery.

WhatsApp: +91 8494939116
Direct WhatsApp Link: https://wa.me/918494939116
Email: support.nexuzonstore@gmail.com

Please provide your Order ID, a brief explanation of the problem, clear photographs showing the issue, a parcel-opening video if available, and photographs of the parcel, shipping label and packaging where relevant.

Prompt reporting helps us investigate the issue and coordinate with the relevant supplier or courier.

The 24-hour reporting period is requested to help us process complaints promptly. Missing this period will not automatically invalidate a genuine complaint or remove any rights available under applicable law.

4. PHOTO & PARCEL-OPENING VIDEO REQUIREMENTS

4.1 Required Photographs

Where relevant, please provide:

- A full photograph showing the entire product.
- Clear close-up photographs of the damaged or defective area.
- Photographs showing scratches, stains, broken parts, missing components or other specific issues.
- Photographs of the outer parcel, inner packaging and shipping label.
- Photographs of product tags, accessories and packaging, where applicable.

Photographs should be sharp, in focus, well-lit and clearly show the exact problem.

4.2 Parcel-Opening Video

Where available, please provide an original, continuous parcel-opening video showing the sealed parcel, shipping label where practical, opening process and product condition after opening.

Please avoid edits, cuts or filters that obscure the relevant issue.

4.3 Evidence Review

Our team may request additional photographs, videos or information if reasonably necessary to assess a complaint.

A parcel-opening video is helpful but is not an absolute requirement in every case. Its absence alone will not automatically invalidate a genuine complaint. Other reasonable evidence will be considered, and applicable consumer rights will remain protected.

5. RETURN POLICY

Returns may be accepted for eligible products according to the product listing, the circumstances of the request and applicable law.

5.1 Eligible Return Reasons

Subject to verification and applicable law, a return or another appropriate remedy may be available if:

- The product arrives damaged or defective.
- The wrong product is delivered.
- An item or component is missing.
- The product materially differs from its description.
- An eligible size or fit issue exists and the product listing permits a return.
- Another return reason is permitted by the product listing or applicable law.

5.2 Return Request Period

For eligible size, fit or change-of-mind returns, customers should submit their request within 5 days of delivery, provided the product listing permits such a return.

For damaged, defective, incorrect or incomplete products, customers should report the issue as soon as possible, preferably within 24 hours of delivery.

These timeframes do not override mandatory consumer rights or remedies under applicable law.

5.3 Product Condition

For change-of-mind, size or fit returns, products should generally be unused, unwashed and unaltered, in their original condition, with original tags, accessories and packaging where applicable.

Different requirements may apply to products reported as damaged, defective, incorrect or materially different from their description.

5.4 Products Restricted from Change-of-Mind Returns

Certain products may be excluded from change-of-mind returns where the restriction is clearly disclosed on the product page and permitted by applicable law. Examples may include some hygiene-sensitive, intimate-use and personal-care products.

These restrictions do not remove applicable remedies for defective, damaged, incorrect or misdescribed products where a remedy is required by law.

5.5 How to Request a Return

1. Contact our official WhatsApp support.
2. Provide your Order ID and reason for the return.
3. Share clear photographs or videos where relevant.
4. Wait for our team to review your request and provide instructions.
5. Return the product using the approved method and address communicated by our team.

Please do not send a return parcel to an unconfirmed address.

6. REFUND POLICY

Refund requests will be reviewed according to the circumstances of the order, applicable product terms and Indian consumer protection law.

6.1 When a Refund May Be Available

A refund may be available where an eligible order is cancelled, a verified product issue qualifies for a refund, an eligible return is approved, an order cannot be fulfilled or delivered and a refund is due, an appropriate replacement or exchange cannot be provided, or a refund is otherwise required under applicable law.

6.2 Refund Review and Approval

Our team will review the request and communicate the decision and next steps.

Where a return or verification is reasonably required, the refund may be processed after the relevant steps are completed, subject to applicable law.

6.3 Refund Method

Prepaid Orders: Approved refunds will generally be initiated to the original payment method where supported.

Cash on Delivery (COD) Orders: For approved refunds, customers may be asked to provide verified bank account or UPI details.

Partially Prepaid COD Orders: Any approved refund will account for the amount already paid and any amount collected, as applicable.

For security reasons, NEXUZON STORE will never ask customers to share their OTP, UPI PIN, card PIN, password or other confidential payment credentials to receive a refund.

6.4 Refund Processing Time

Once a refund is approved and the required verification is completed, we aim to initiate it promptly, generally within 48 business hours where operationally possible.

After initiation, the refunded amount may typically take 5–7 business days to appear in the customer's account, depending on the payment provider, bank and payment method.

These are estimated timeframes, not guaranteed settlement dates. Applicable legal deadlines take precedence.

6.5 Shipping Charges

Any applicable shipping charges will be disclosed before order confirmation.

The treatment of shipping charges for cancellations, returns, damaged products or incorrect deliveries will depend on the circumstances, disclosed order terms and applicable law. Charges will not be retained where a refund is required by law.

7. EXCHANGE POLICY

An exchange may be available for eligible products if the product listing permits it and the requested size, colour or variant is available.

Customers should contact WhatsApp support within the applicable request period, provide their Order ID and requested exchange details, share evidence if requested, and follow the instructions provided by our team.

If the requested exchange cannot be provided, our team will explain the available options in accordance with applicable policy and law.

8. REPLACEMENT POLICY

A replacement may be considered for a verified damaged, defective, incorrect or incomplete product.

Report the issue as soon as possible, preferably within 24 hours of delivery. Contact our official WhatsApp support, provide your Order ID and a clear description, and share photographs and a parcel-opening video if available.

Replacement availability depends on stock, supplier availability and the circumstances of the issue. If a replacement is unavailable, we will communicate an appropriate remedy in accordance with applicable law.

9. ORDER CANCELLATION POLICY

Customers who wish to cancel an order should contact us as soon as possible through WhatsApp or email.

9.1 Cancellation Before Dispatch

Cancellation requests received before dispatch may be accepted, subject to order status and applicable law. Any refund due for a prepaid order will be processed under this policy.

9.2 Cancellation After Dispatch

Once an order has been dispatched, ordinary cancellation may no longer be possible. Customers should contact our support team for guidance. This does not restrict any return, refund or other remedy required by law.

9.3 Cancellation by NEXUZON STORE

We may need to cancel an order if a product is unavailable, an order cannot be fulfilled, payment verification fails or another legitimate operational issue prevents fulfilment.

If a prepaid order is cancelled and a refund is due, the applicable refund will be initiated. Any cancellation charge must be lawful, reasonable and clearly disclosed.

10. CASH ON DELIVERY (COD) ADVANCE PAYMENT & REFUNDS

COD may be available for selected products, orders and delivery locations.

For certain COD orders, a partial advance payment may be required to confirm the order. The applicable amount will be disclosed before confirmation. Illustrative advance amounts may include ₹199 or ₹249, depending on the order.

Example:

- Total order price: ₹999
- Advance payment: ₹199
- Remaining amount payable on delivery: ₹800

The advance payment forms part of the total order price; it is not an additional fee.

Advance payments, cancellations, failed deliveries and refunds will be handled according to the disclosed order terms and applicable law. An advance payment will not automatically be treated as forfeited in every situation.

11. PREPAID PAYMENT DISCOUNT

NEXUZON STORE may offer discounts on eligible orders paid fully online.

Where the promotion is active, a 10% discount may be available on eligible fully prepaid orders, subject to the offer terms displayed on the website or at checkout.

Unless a promotion expressly states otherwise, COD and partially prepaid orders are not eligible for the full-prepaid discount.

The applicable selling price, discount and final payable amount will be displayed or communicated before order confirmation. Shipping is not automatically free unless the applicable offer expressly provides free shipping.

12. FAILED DELIVERY & RETURN TO ORIGIN (RTO)

An order may be returned to origin if delivery fails, the address is incorrect, the recipient is unavailable or delivery is refused.

Customers should contact us if an order is marked as returned to origin so we can explain the available options.

Any recovery of RTO-related or re-delivery costs will be considered only where lawful, reasonable, based on actual or verifiable costs and properly disclosed. Arbitrary or undisclosed penalties will not be imposed.

Where a refund is due, it will be handled in accordance with this policy and applicable law.

13. CUSTOMER SUPPORT & COMPLAINT RESPONSE

For all return, refund, exchange, replacement or order-related questions, please contact us through our official channels.

WhatsApp: +91 8494939116
WhatsApp Link: https://wa.me/918494939116
Email: support.nexuzonstore@gmail.com
Website: https://www.nexuzonn.com
Support Hours: Monday to Saturday, 10:00 AM–7:00 PM IST

Our customer support team will respond within 48 hours of receiving your complaint. This is the initial response timeframe; final resolution may require additional time depending on the circumstances and any necessary verification.

Formal grievances will be acknowledged and handled within the timelines required by applicable Indian law.

14. GRIEVANCE REDRESSAL

Customers who are not satisfied with the assistance provided by customer support may submit a formal grievance using the following details.

Business Name: NEXUZON STORE
Grievance Officer: Mohammed Salman
Designation: Grievance & Customer Support Officer
Official Email: support.nexuzonstore@gmail.com
Phone/WhatsApp: +91 8494939116
Business Address: Gundlupet Road, 1st Cross, Azeez Sait Nagar, Chamarajanagar, Karnataka – 571313, India.

Grievances will be acknowledged and handled within the timelines required by applicable law.

15. CONSUMER RIGHTS & APPLICABLE LAW

This policy is intended to be read consistently with applicable Indian consumer protection and e-commerce laws, including the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, as applicable.

Nothing in this policy is intended to exclude, limit or waive mandatory consumer rights or legal remedies.

If any provision of this policy conflicts with applicable law, the applicable law will prevail.

16. POLICY UPDATES

NEXUZON STORE may update this policy when business procedures, product categories, payment options or legal requirements change.

The latest version published on our website will apply subject to applicable law and any terms applicable to an already confirmed order.

Customers are encouraged to review this page before placing an order.

17. FREQUENTLY ASKED QUESTIONS

Q1. How long does delivery take?
Estimated delivery is generally 5–10 business days after dispatch. Actual delivery may vary by location, courier and other circumstances.

Q2. How do I report a damaged or incorrect product?
Contact our official WhatsApp support as soon as possible, preferably within 24 hours of delivery. Share your Order ID and clear photographs or videos.

Q3. When will your team respond?
Our customer support team aims to respond within 48 hours of receiving your complaint.

Q4. Is a parcel-opening video compulsory?
A video is helpful where available. If you do not have one, contact us with other reasonable evidence. Its absence alone will not automatically invalidate a genuine complaint.

Q5. Can I return a product if I change my mind?
Only if the product listing permits a change-of-mind return. Eligible requests should generally be submitted within 5 days of delivery.

Q6. Can I exchange a size or colour?
An exchange may be available if the product listing permits it and the requested variant is available.

Q7. How will I receive an approved refund?
Prepaid refunds will generally be sent to the original payment method where supported. For COD orders, verified bank or UPI details may be requested.

Q8. Is the COD advance an additional fee?
No. Any disclosed partial advance forms part of the total order price. The remaining amount is payable according to the confirmed order terms.

Q9. How can I contact NEXUZON STORE?
WhatsApp: +91 8494939116
Email: support.nexuzonstore@gmail.com

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