Refund policy
Last Updated: August 2026
At NAXORA, your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help.
Order Cancellations
Orders may be cancelled within 2 hours of being placed, provided they have not yet entered processing.
To request a cancellation, please contact us immediately through our Contact Us page.
Once an order has entered processing or has been dispatched, it can no longer be cancelled. However, you may still request a return after receiving your order, provided it meets the requirements below.
Returns
We offer a 15-day return policy, meaning you have 15 days from the date your order is delivered to request a return.
To qualify for a return, the item must:
- Be unused and in its original condition.
- Be returned with all original packaging, accessories, and tags.
- Be accompanied by proof of purchase or your order confirmation.
To begin a return, please contact us through our Contact Us page. If your return is approved, we will provide the return address and instructions for sending your item back.
Returns sent without prior authorization may not be accepted.
Return Shipping
Unless your item is damaged, defective, or incorrect, the customer is responsible for the cost of return shipping.
For your protection, we recommend using a tracked shipping service, as Nexora cannot guarantee receipt of items lost during return transit.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, defective, or you receive the wrong product, contact us through our Contact Us page within 48 hours of delivery. Please include your order number and clear photographs of the issue.
Once verified, we will arrange a replacement or another appropriate solution at no additional cost to you.
Non-Returnable Items
The following items cannot be returned unless they are faulty or supplied incorrectly:
- Custom or personalised products.
- Items that have been used or damaged after delivery.
- Products that are not returned in their original condition or packaging.
- Products clearly marked as non-returnable.
If you are unsure whether your purchase qualifies for a return, please contact us before submitting your request.
Exchanges
We currently do not offer direct exchanges.
If you would like a different product, simply return your eligible item for a refund and place a new order.
Refunds
Once we receive and inspect your returned item, we'll notify you of the outcome.
If your return is approved, your refund will be issued to your original payment method within 10 business days.
Please note that banks and payment providers may require additional time to process and reflect the refund in your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us through our Contact Us page.
Your Consumer Rights
Nothing in this Returns & Refund Policy limits or excludes any rights you may have under applicable consumer protection laws. If you are shopping from South Africa, your rights under the Consumer Protection Act, 2008 (CPA)remain fully protected.