Refund, Return & Cancellation Policy

Last Updated: October 27, 2026

At Nexagenz, customer satisfaction is important to us. This policy explains the conditions applicable to returns, replacements, refunds, and order cancellations for products purchased through our website.

Our products may have different return eligibility requirements depending on their category, hygiene considerations, and product-specific conditions.

All requests are reviewed fairly in accordance with this policy and applicable Indian consumer protection laws.

1. Return Eligibility

Products eligible for return must generally meet the following conditions:

• The product must be unused, unwashed, and in its original condition.

• Original packaging, tags, labels, and accessories must be retained wherever applicable.

• The return request must be submitted within the applicable return period.

• Prior approval from Nexagenz is required before sending any product back.

Products received damaged, defective, incorrect, incomplete, or materially different from their description will be reviewed separately.

The above conditions do not restrict customers' statutory rights regarding defective, damaged, incorrect, or misrepresented products.

2. Return Request Timeframes

Clothing and Fashion Products

Customers may request a return within 15 calendar days from the date of delivery for eligible clothing and fashion products.

This period applies only to products that qualify for return under this policy.

Certain hygiene-sensitive and explicitly non-returnable products are excluded from change-of-mind returns.

Other Product Categories

For damaged, defective, incorrect, incomplete, or missing products, customers are requested to report the issue within 48 hours of delivery, wherever possible.

Reporting problems promptly helps us investigate the issue and coordinate a suitable resolution.

Returns for other reasons depend on the product category and the return eligibility disclosed for that product.

These reporting timeframes do not eliminate any rights available under applicable consumer protection laws.

3. Non-Returnable Products

For hygiene, safety, customization, or product-specific reasons, the following products are generally not eligible for change-of-mind returns:

• Underwear, panties, lingerie sets containing panties, and other intimate hygiene-sensitive products.

• Socks, hosiery, tights, pantyhose, and similar hygiene-sensitive products.

• Swimwear or bodysuits where required hygiene seals or protective strips have been removed.

• Personal hygiene products, masks, and other products that cannot reasonably be resold after opening.

• Used, washed, altered, or customer-damaged products.

• Customized, personalized, or made-to-order products.

• Products clearly identified as "Non-Returnable" on their product pages.

Non-returnable status generally applies to change-of-mind returns.

Customers retain their applicable legal rights if a product is defective, damaged, incorrect, unsafe, or materially different from its advertised description.

4. Unboxing Videos and Supporting Evidence

Customers are strongly encouraged to record a clear, continuous unboxing video when opening their package.

The video should preferably show:

• The unopened package.

• The shipping label, where visible.

• The opening of the package.

• The products and their condition.

For damaged, defective, incorrect, or missing products, Nexagenz may request photographs, an unboxing video, product details, or other reasonable supporting evidence.

The absence of an unboxing video will not automatically invalidate a complaint.

Each complaint will be reviewed using the available evidence and applicable consumer protection laws.

5. Change-of-Mind Returns

Change-of-mind returns are available only for eligible products within their applicable return period.

Customers must contact Nexagenz and receive return authorization before shipping a product.

Approval is subject to the product's condition and applicable return eligibility requirements.

For approved change-of-mind returns:

• Customers may be responsible for the return shipping cost.

• Any applicable return shipping charges will be communicated before the return is accepted.

• No undisclosed restocking fee will be imposed.

• Original delivery charges, if separately charged and clearly disclosed as non-refundable, may be excluded from a discretionary change-of-mind refund where legally permitted.

Non-returnable products are generally not accepted for change-of-mind returns.

This section does not affect remedies available for defective, damaged, incorrect, or misrepresented products under applicable law.

6. Damaged, Defective, Incorrect, or Missing Products

If a customer receives a damaged, defective, incorrect, incomplete, or materially misrepresented product, they should contact Nexagenz as soon as possible.

Customers should provide their order number, a description of the issue, and available supporting evidence.

After reviewing the complaint, Nexagenz will provide an appropriate resolution in accordance with applicable law.

Depending on the circumstances, this may include:

• Replacement of the product.

• Delivery of a missing item or accessory.

• Refund of the eligible amount.

• Another appropriate remedy agreed upon with the customer.

For verified cases involving an error attributable to Nexagenz or its fulfillment partners, customers will not be charged return shipping fees.

Product-specific warranty or service-center procedures may apply where relevant, without limiting statutory consumer rights.

7. Refund Process

Customers must contact Nexagenz with their order number and the reason for requesting a refund.

Our support team will review the request and communicate the next steps.

Where a physical return is required, the refund may be processed after the returned product is received and inspected, subject to applicable law.

Once a refund is approved and all applicable return requirements are completed, Nexagenz will generally initiate the refund within 7 business days.

Prepaid Orders

Approved refunds will generally be issued to the original payment method, wherever technically possible.

Cash on Delivery (COD) Orders

For eligible COD refunds, Nexagenz will coordinate an appropriate refund method, such as bank transfer, with the customer.

The time required for the refunded amount to appear in the customer's account may depend on the bank or payment service provider.

Where applicable law requires an earlier refund or a different remedy, the legal requirement will prevail.

8. Return Shipping and Return Address

Customers must contact Nexagenz and obtain return authorization before sending any product back.

Once a return is approved, Nexagenz will provide the appropriate return address, pickup arrangements, or return shipping instructions.

Customers should not send products to the Nexagenz business or contact address unless specifically instructed to do so.

Return shipping costs depend on the reason for return, product eligibility, and applicable legal requirements.

For verified damaged, defective, incorrect, or misrepresented products attributable to Nexagenz or its fulfillment partners, customers will not be required to bear return shipping charges.

For approved change-of-mind returns, customers may be responsible for the disclosed return shipping cost.

Unauthorized returns may cause delays in processing.

9. Order Cancellation

Customers may request cancellation before an order is dispatched.

Cancellation requests should be submitted as early as possible.

If an order has already been processed for dispatch or shipped, cancellation may not be possible through the standard cancellation process.

Customers may contact Nexagenz to discuss the available options under this policy and applicable law.

For eligible prepaid orders cancelled before dispatch, the applicable refund will be processed through the original payment method wherever possible.

Cancellation restrictions do not limit remedies available under applicable consumer protection laws.

10. Complaint Handling

Nexagenz aims to handle customer complaints fairly and promptly.

Customers may submit complaints regarding:

• Damaged or defective products.

• Incorrect or missing items.

• Returns and refunds.

• Delivery issues.

• Order cancellations.

We aim to acknowledge customer complaints within 48 hours and resolve them within one month, in accordance with applicable requirements.

Where additional investigation is necessary, customers will be informed of the progress.

11. Consumer Rights

Nothing in this policy excludes, restricts, or overrides rights available to customers under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or other applicable Indian laws.

Where any provision of this policy conflicts with mandatory consumer protection requirements, the applicable legal requirements will prevail.

12. Contact Information

Store Name: Nexagenz

Website: nexagenz.com

Customer Support Email: nexagenzoffical@gmail.com

Country: India

For returns, refunds, replacements, cancellations, or order-related complaints, please contact Nexagenz Customer Support.

Customers should include their order number and a brief description of the issue to help us process requests efficiently.