Last updated: 28 September 2026
This policy explains how to return an item bought from NEXURA.PRO and how refunds are paid. It forms part of our Terms of Service.
Returns window
You may return most items within 30 days of delivery. Write to admin@nexura.pro first, with your order number, and wait for our reply before sending anything back.
Condition of the goods
For a return to be accepted, the item must be:
- unused and in the condition you received it;
- complete, with all accessories, manuals and parts;
- in its original packaging, which must not be defaced with tape or labels.
Items we cannot accept
- Items returned after the 30-day window.
- Items that have been used, installed, modified or damaged by the customer.
- Hygiene and personal care products that have been opened or used.
- Gift cards and downloadable products.
- Custom or made-to-order items.
- Items marked as final sale at the time of purchase.
How to start a return
- Email admin@nexura.pro with your order number, the item, and the reason for the return. Photographs help.
- We reply with a return authorisation and the address to send the item to. Please do not send anything back before this step.
- Pack the item securely, include the return authorisation, and send it with a tracked service.
Who pays return postage
- Faulty, damaged or incorrect items. We pay the return postage and refund it together with your order.
- Change of mind. You pay the return postage. Where the consumer law of your country gives you a right to cancel, we also refund the original standard delivery charge as that law requires.
Refunds
Once the item reaches us it is inspected. If it meets this policy we approve the refund and notify you by email. The refund is issued to the original payment method. Card providers and banks normally take between 5 and 10 business days to show the credit, and that timing is outside our control.
Late or missing refunds
If we have confirmed your refund but you cannot see it:
- Check the account the payment came from, including any separate card account.
- Contact your card provider or bank, as processing can add several days.
- If the refund still has not appeared, email us and we will send you the refund reference so your bank can trace it.
Exchanges
We do not hold stock back for direct exchanges. Return the item for a refund and place a new order for what you would like instead.
Damaged or faulty on arrival
Contact us within 7 days of delivery with photographs of the item and the packaging. We will arrange a replacement or a full refund, including the delivery charge, and we will deal with the carrier ourselves.
Faults after use
If an item fails while it is covered by the manufacturer’s warranty, contact us. Depending on the fault and the warranty terms we will arrange a repair, a replacement or a refund. Warranty length differs by product and is shown on the product page wherever the manufacturer provides it.
Contact
Returns, refunds and warranty questions: admin@nexura.pro