Refund policy

Returns & Replacement Policy

Effective Date: 29 April 2025

Thank you for shopping with NexusGulf. We want you to have a smooth and satisfying shopping experience. This Returns & Replacement Policy explains when a product can be replaced and how to request a replacement.

By placing an order through our website, you agree to the terms of this policy.

1. Replacement Eligibility

We offer a replacement if the product you receive is:

- Incorrect or different from the product you ordered
- Damaged during delivery
- Broken upon arrival
- Faulty or not functioning properly

The product must be reported within the applicable timeframe described below.

2. Reporting Timeframe

Please contact our customer support team within 30 days of receiving your order if you experience an issue with your product.

Free Replacement Within 7 Days

If you report an incorrect, damaged, broken, or faulty product within 7 days of delivery, we will arrange a replacement free of charge, subject to verification of the issue.

After 7 days, replacement requests may be subject to applicable replacement or delivery charges.

3. How to Request a Replacement

To request a replacement, please contact our customer support team and provide:

- Your order number
- A clear description of the issue
- Clear photos and/or a video showing the problem with the product

A video may be required to verify that the product is incorrect, damaged, broken, or faulty.

In some cases, the issue may be related to product usage or setup. Our support team may first guide you through the correct usage or troubleshooting steps.

If the product is confirmed to be defective or otherwise eligible for replacement, we will arrange the replacement according to this policy.

4. Product Condition & Packaging

Where a return of the product is required, the product should be returned with:

- The original product box/packaging
- All accessories included with the product
- Any other items originally supplied with the order

Failure to provide the original packaging or accessories may affect eligibility for replacement.

5. Replacement Process

Once your replacement request has been approved, we will arrange the replacement through our delivery partner.

Depending on the product and circumstances, we may either:

1. Arrange collection of the original product and deliver the replacement, or
2. Provide instructions for returning the product before the replacement is dispatched.

Replacement processing may take up to 14 working days after approval.

6. Change of Mind

We do not accept replacement requests due to change of mind.

This includes situations where you ordered the wrong product, changed your mind after receiving the product, or simply no longer want the product, provided that the product itself is not defective, damaged, broken, or incorrect.

7. Refund Policy

We currently do not offer refunds for orders.

Eligible cases will be handled through our replacement process in accordance with this policy.

8. Contact Us

If you have received an incorrect, damaged, broken, or faulty product, please contact our customer support team as soon as possible with your order number and supporting photos/videos.

We are committed to resolving eligible product issues as quickly as possible and providing you with a smooth shopping experience.

NexusGulf Customer Support