Return & Refund Policy

1. Purpose and Scope

This Return and Refund Policy applies to retail purchases, personal-care and hygiene products, promotional bundles, pre-orders, custom orders and wholesale transactions placed through Nexora Consumer Brands ("Nexora", "we", "us" or "our") or through sales channels operated by us. It should be read together with our Terms of Service and Privacy Policy. Where a separate written agreement applies to a wholesale, custom or business-to-business transaction, that agreement will govern to the extent of any inconsistency, subject always to applicable law.

2. Final Sale Once Delivery Is Accepted

Once a customer accepts and takes delivery of an order, the sale is final. Nexora does not accept returns or exchanges and does not provide refunds after delivery acceptance. This rule applies whether the product is opened, unopened, sealed, unsealed, used or unused, and applies to individual items and bundles.

Because the products offered may include soaps, cosmetics, skincare, personal-care and hygiene goods, returned products may not be suitable for resale or redistribution. We therefore do not take products back merely because a customer has changed their mind or no longer wants them.

3. Reasons That Do Not Qualify for a Return or Refund

Subject to any rights that cannot legally be excluded, we do not accept post-delivery returns, exchanges or refunds for reasons including:

• Change of mind, buyer's remorse or a decision that the customer no longer wants the order.
• Preference or dissatisfaction relating to fragrance, colour, texture, appearance, feel or other subjective characteristics.
• Choosing the wrong brand, product, variant, fragrance, size, bundle, quantity or other option.
• Personal expectations or subjective opinions about a product's performance, where the product is not defective, unsafe or materially different from its description.
• A product being unopened, unused or still in its original packaging after delivery has been accepted.
• Failure to read product descriptions, ingredients, directions, warnings, bundle contents or other information made available before ordering.

4. Customer Responsibility Before Ordering

Customers are responsible for reviewing their order carefully before submitting it. This includes checking the product name, brand, variant, fragrance, size, quantity, bundle contents, displayed price, delivery charges, recipient details, telephone number and complete delivery address. Please contact us before completing an order if any product information or selection is unclear.

Product photographs and presentation are provided to help identify products. Packaging, design details or appearance may change over time. Customers should rely on the written product description, stated size or weight, ingredients and other product information provided with the listing, rather than assuming that every photograph is an exact representation of every production batch or packaging revision.

5. Delivery Acceptance and Inspection

Delivery is treated as accepted when the customer or a person authorised by the customer receives the parcel from the courier or other delivery provider. Customers are encouraged to check the parcel and its contents promptly after receipt and to contact us as soon as reasonably possible if there is an apparent delivery problem.

Acceptance of delivery makes the order final under this policy, except for a genuine claim involving damage in transit, an incorrect or missing item, a defect, a safety concern, or a material discrepancy from the order or product description that is covered by applicable law. Nothing in this policy removes a remedy that must be provided by law.

6. Damaged, Incorrect, Missing or Defective Items

If an order arrives with visible transit damage, contains an item different from the item ordered, is missing an item, or appears defective or unsafe, contact Nexora promptly. Please provide your order reference, a description of the issue and clear photographs or video where reasonably available. For transit damage, photographs of the outer parcel, shipping label, packaging and affected product can help us investigate with the courier or fulfilment partner.

We may ask reasonable questions or request supporting information to verify the claim. We will assess the circumstances, the available evidence, the party responsible for fulfilment and any applicable legal requirements. Where a claim is substantiated, an appropriate remedy may include replacement, delivery of a missing item, repair where relevant, refund or another remedy required or permitted by applicable law.

Please report an apparent issue as soon as reasonably practicable after receipt so that evidence can be preserved and the matter can be investigated. Any suggested reporting period or request for prompt notice is intended to assist investigation and does not extinguish a statutory right or remedy that cannot lawfully be restricted.

7. Hygiene, Product Integrity and Safety

For hygiene and product-integrity reasons, Nexora does not accept physical returns of personal-care, cosmetic, skincare, soap or hygiene products after delivery acceptance. This includes products that remain sealed or unused. If you believe a product is contaminated, unsafe, defective or otherwise presents a genuine safety concern, stop using it and contact us with the order details and supporting information. Do not send a product back unless we provide instructions or applicable law requires a return or other process.

Customers should read the product label, ingredients, directions and warnings before use, follow the manufacturer's instructions and discontinue use if irritation or an unexpected reaction occurs. Individual experiences and results may vary. Contact an appropriate healthcare professional for medical advice where necessary.

8. Order Changes and Cancellation Before Delivery

Submitting an order does not guarantee that it can still be changed or cancelled. Once an order has been verified, allocated, prepared, handed to a courier, dispatched, or otherwise committed for fulfilment, changes or cancellation may no longer be possible. Contact customer support immediately if you need to request a change or cancellation; we will advise whether it can be accommodated.

If an order is cancelled by Nexora before delivery because we cannot fulfil it, or because of a pricing, stock or other issue for which cancellation is appropriate, any payment already collected will be handled in accordance with the circumstances and applicable law. This section does not create a general right to cancel an order after fulfilment has begun.

9. Refused, Uncollected or Undeliverable Shipments

Customers are responsible for providing accurate delivery details, remaining reachable at the supplied contact number and making reasonable arrangements to receive the parcel. If a customer refuses delivery, is unavailable, provides an incorrect or incomplete address, or does not collect a parcel, the shipment may be returned to the sender or treated as undeliverable.

A refused or uncollected shipment is not the same as a return accepted by Nexora. Any request for a refund or re-dispatch will be assessed in light of the reason for non-delivery, the status and condition of the goods, courier charges actually incurred, the checkout disclosures and applicable law. Any delivery, return-to-origin or re-dispatch charge will only be sought where it was disclosed or otherwise lawfully recoverable. We do not promise an automatic refund for a parcel that the customer chooses not to accept.

10. Wholesale, Custom and Business Orders

Wholesale, bulk, custom, made-to-order and business-to-business transactions may be subject to a separate quotation, purchase order, invoice or written agreement covering quantities, specifications, payment milestones, lead times, delivery, inspection and remedies. Customers placing such orders are responsible for reviewing and approving those terms before confirming the transaction.

Once procurement, production, allocation, customisation or dispatch has begun, cancellation may not be available and costs or commitments may have been incurred. Any cancellation, claim or remedy for these transactions will be handled under the applicable written agreement and applicable law. This policy does not create a general right to return wholesale or custom goods after acceptance of delivery.

11. Products Supplied Through Distribution and Commerce Partners

Nexora may distribute, market, list or facilitate orders for products manufactured, owned, stocked or fulfilled by third-party brand owners, manufacturers or business partners. Depending on the product and transaction, inventory, packing, dispatch, product warranties and after-sales responsibilities may be performed by Nexora or by a relevant partner. We will review complaints and coordinate with the relevant party where appropriate. The identity or involvement of a partner does not remove any responsibility or consumer remedy that applicable law places on Nexora or another responsible supplier.

12. Payment Reversals, Chargebacks and Duplicate Payments

If you believe that you have been charged more than once, charged an incorrect amount, or have a payment issue, contact us with the transaction reference and supporting details. Payment reversals, bank disputes and chargebacks are handled by the relevant bank, wallet or payment provider under its procedures. Customers should provide accurate information when raising a dispute and should contact Nexora promptly so that we can investigate. Nothing in this policy restricts a customer's lawful right to raise a genuine payment dispute.

13. Promotions, Discounts and Bundles

Promotional prices, coupons, bundles, gifts and special offers are subject to the conditions displayed with the offer, including eligibility, availability, validity period, product selection and any stated limits. Unless expressly stated otherwise, promotions cannot be exchanged for cash, combined with other offers or applied retrospectively to completed orders. If an advertised offer contains an obvious error, we will address the affected order fairly and in accordance with applicable law.

14. How to Contact Us About an Order

For a delivery issue, damaged or incorrect item, missing product, suspected defect or payment concern, contact us using the details below. Include your order number, the name and phone number used for the order, a clear explanation and any supporting photographs or documents. Please do not include full payment card numbers, passwords or wallet PINs in your message.

Email Support: info@nexoracb.com
WhatsApp Support: +92 336 5776057
Corporate Office: Islamabad, Pakistan

15. No Waiver of Mandatory Legal Rights

This policy is intended to explain Nexora's ordinary returns and refund position. It does not exclude, restrict or replace any consumer right, statutory protection, liability or remedy that cannot legally be excluded or restricted under applicable law. If any part of this policy is found unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

16. Policy Updates

We may update this policy to reflect changes in our products, operations, delivery arrangements or legal requirements. The version published on this page applies from its stated publication or update date, subject to applicable law. Customers should review the policy before placing an order.