Refund policy
Returns & Refunds Policy
Nexa Home
Last updated: 17 October 2026
We want customers to shop with confidence. This policy explains how returns, cancellations, refunds and defective-product claims are handled.
1. Contacting Us About a Return
To request a return or refund, contact:
Email: [Customer service email]
Please provide your order number, the product concerned and the reason for your request.
We will explain the relevant return procedure and provide return instructions where applicable.
Please do not send products to an address without first receiving the correct return instructions.
2. Cooling-Off Rights for Eligible Online Purchases
Where the Electronic Communications and Transactions Act applies and no statutory exception applies, a consumer may cancel an eligible online purchase within seven days after receiving the goods, without giving a reason.
In such circumstances, the direct cost of returning the goods may be payable by the consumer, as permitted by law.
Any applicable statutory refund will be processed within the legally required period.
3. Defective, Unsafe or Unsuitable Products
Customers have rights under the Consumer Protection Act, including applicable rights relating to goods that are defective, unsafe or fail to meet required quality standards.
Where section 56 applies, a consumer may generally return qualifying defective goods within six months of delivery and choose the remedy provided for by law, including repair, replacement or refund.
We will not impose conditions that unlawfully restrict these rights.
4. Incorrect Products or Delivery Damage
If you receive the wrong item or your product arrives damaged, please contact us promptly.
We may request relevant information or photographs to help resolve the issue. We will arrange an appropriate remedy under applicable law.
5. Other Change-of-Mind Returns
Where a statutory cancellation right does not apply, acceptance of an additional voluntary change-of-mind return is subject to the return terms clearly communicated by Nexa Home before purchase.
Customers may contact us to confirm whether a voluntary return is available for their particular product.
6. Returning Products
Where a return is authorised, we will provide instructions for returning the product.
Please package the item securely, including relevant components and accessories where reasonably possible.
Return shipping costs will be allocated in accordance with the reason for return and the customer’s applicable legal rights.
7. Refunds
Approved refunds will be issued using an appropriate payment method, ordinarily the original payment method where available.
The time taken for funds to appear may depend on the payment provider and banking system.
Statutory refund deadlines will be observed where applicable.
8. Manufacturer Warranties
Where a product includes a manufacturer warranty, the applicable warranty terms will be communicated on the product listing or accompanying documentation.
Manufacturer warranty arrangements do not replace or reduce statutory consumer protections.
9. Contact
Nexa Home
Email: [Customer service email]
Return address: Supplied as part of the authorised return process