We, understand that sometimes you buy something that doesn't work out the way you had wished for, and because of that reason we did our best to formulate a return policy that is helpful and customer friendly. If you are not fully satisfied with the quality of the products you bought from Nexa.Store, simply send it back to our nearest warehouse and we will be glad to refund /exchange it with another product. The refund will take some time (please see below).

Although, we pack our products with utmost care and a 3 layer of checking is done before hand over to the courier service or distribution personnel, in some cases we cannot guarantee that the product reaches your hand without any defect. Please accept our sincere apology if happens like this. In any case, please don't accept any goods from our delivery personnel or courier services or pick-up points if the box is open or broken, or torn.

The exchange of product(s) purchased from Nexa online marketplace takes 2-5 working days after receiving them at our eCommerce warehouse(s). All types of exchanges are dependent on the availability of the same or new item in our stock. One purchased product can be exchanged only one time and the exchanged item is not eligible to exchange further.

You need to follow the return policy to exchange items. To see the return policy, please click here.

Exchanges can be done only with items of the same price or higher. We cannot process any exchanges after 3 days of purchase stated otherwise.

You need to fill out the Return and Exchange Form (from the user dashboard) indicating the item(s) you would like to exchange. An exchange ticket will be generated with a tracking number. A sample of the exchange ticket is given below.

Pack the product you want to exchange securely in the original package following the return policy and attach the exchange ticket as in the adjacent picture. Please send the package to the following address of Nexa Warehouse(s). To see the list of the nearby warehouse(s) please click here . Alternately, you may send the product to be exchanged to the below address:

You may choose any courier service you wish. Charges may applicable by that specific courier agency. We cannot process any exchanges after 5 days of the delivery unless otherwise stated. You need to hand over the package to the courier service by this time. For the products sent wrongly (by color, size, or type) by Nexa delivery Team, we will replace the same with the correct one free of cost. In this case, the exchange label will be marked “delivery charge will be paid by the consignee”.

Return can be for refund or exchange with another product. We have a separate policy for refunds and exchanges. To see the policies, please click here. The return must be made within 5 days of the delivery unless otherwise specified.

Which criteria qualifies as a return?

Eligible products would qualify as a return if it meets any of the following conditions:

1. Wrong product, size or color,
2. Damaged product,
3. Product lost in transit,
4. Products with major quality defects such as torn or missing stitches, broken or otherwise damaged, gluing is not proper or folding wears out, defective fasteners, color faded out, product delivered not matched with the picture at the online marketplace, etc.

For returning goods sold by our eCommerce marketplace under the condition that your product is defective/damaged or incorrect/incomplete at the time of delivery, please contact us within the applicable return window (visible in orders/my orders, etc. pages and in most cases maximum 5 days of delivery). Depending on the product category and types, your product may be eligible for a refund or replacement. Some products are not eligible for a return or replacement and consequent refund, if the product is “No longer needed” or sold under “Sale” offerings.

The product to be returned must be unused, unworn, in unwashed condition, and without any defects. The product must include the original tags, warranty cards (if any), freebies, and related accessories. The product must be returned in the original and undamaged packaging/box as it was during delivery.

Conditions of Return

For products purchased from our eCommerce marketplace, please attach the return shipping label (which can be generated online, to generate please go to the user dashboard) using adhesive on the top of the box (as per the adjacent picture). If a product is returned to us in an inadequate and unaccepted condition, we reserve the right to send it back to you.

You will always find the relevant terms on the specific product page (Return Policy tab).

How do I return an item?

If you purchase any product from our online store, you need to click here to fill up some information. You will also find the same form to fill up with the same information at your Dashboard > Return. A return slip/ticket with a tracking number will be generated. Please print it out and attached to the top of the original box delivered by Nexa during the handover of the product. A copy of the filled-up return form will be sent to your registered e-mail address. There are 2 ways you can return the goods to us.

1. You can return any applicable items through courier service to our eCommerce warehouse(s) or at the below address. To see the list of the warehouse(s), please click here. Please note that a delivery charge may be applicable for any returns as specified by the specific courier agency you have chosen.
2. Alternatively, you can bring your item(s) to be returned at any of our physical store(s)/warehouse(s). Depending on the availability, you may exchange with the same type and category of the item or buy a new item of a different category adding extra money (products cost less than the item you are returning cannot be exchanged, only equal or higher prices products can be exchanged) from these places or hand over to them to process to send to our main warehouse if you are not interested to exchange anything but refund. No additional charges are applicable. Please note that it will take around 3 working days to receive the returned goods and we will notify you upon receipt. If you don't get any feedback within 3 working days from us, please contact the store you have handed over the product or contact us via 24 hours customer care center or hotline at +8802224470422.

REFUND

In case you decide to return the product(s) you ordered as per our return policy, Nexa will go through a process to refund. You will be refunded the cost of the item(s) and applicable taxes if collected during the sale. Shipping costs (if any and from the customer's side) are not refundable in such a case. In case of orders canceled by Nexa.Store, you will be refunded for the cost of the item(s), applicable taxes if collected and shipping cost (if any). In case the order is canceled by you before the item is shipped, the full amount cost of the product, taxes, and shipping (if any) will be refunded (under the online payment option). If the order is canceled after the product is shipped, an amount of BDT 300 will be charged to cover the shipping and arrangement costs.

In case of prepaid orders which could not be delivered to you by our courier partner(s) for any valid reason(s) described below, you will be refunded for the cost of the item(s), applicable taxes, and shipping cost (if any and limited to the reasons number iv, v and vi below). In the case of the first 3 reasons, the shipping cost (if any) will not be reimbursed.

Reasons for not delivering the product by our courier partners and/or delivery personnel.

1. Wrong address put by the customer
2. The customer is not present during the delivery time
3. Customer is not present at the delivery location. The courier agency or the delivery personnel will call the customer to receive the product(s). The customer may take delivery from the courier service outlet or ask for home delivery (limited to selected places and additional charges may apply by the courier agency)
4. Wrong address put by the Nexa delivery team
5. Wrong address search by the delivery personnel
6. Damage or missing of the product(s) during transit

Issuance of Refunds

The expected refund processing times are as follows.