Return & Refund Policy

1. 7-Day Replacement Guarantee

We provide a 7-day replacement warranty on all brand new tech items starting from the date of physical delivery:

• Dead on Arrival (DOA) / Hardware Faults: If a device suffers from a verified manufacturer defect or fails to turn on upon unboxing, it qualifies for a direct replacement.
• Incorrect Item Received: If the model, storage capacity, color, or specification differs from your confirmed invoice, notify us immediately for an exchange.
• Transit Damage: In the rare event of transit damage, notify our WhatsApp support desk within 24 hours of package delivery with unboxing photos/videos.

2. Eligibility & Inspection Criteria

To qualify for an exchange or refund under our return policy:

3. Non-Returnable & Warranty Claims

The following circumstances fall outside standard return eligibility:

• Change of mind after breaking manufacturer security seals or activating device cloud accounts (Apple ID, Google Account).
• Consumable accessories (screen protectors once applied, thermal paste, opened in-ear tips for hygiene reasons).
• Issues arising beyond 7 days of delivery: these are covered under our Official 1-Year / 2-Year Manufacturer Warranty with authorized service centers across Sri Lanka.

4. Refund Processing & Timelines

Where a replacement unit is unavailable, Nexora will issue a 100% full refund:

• Card Payments (Visa / MasterCard / Amex via PayHere): Reversal is triggered back to your originating bank card within 3 to 7 business days depending on the issuing bank.
• Direct Bank Transfer / WhatsApp Orders: Funds are transferred directly to your nominated Sri Lankan bank account within 24 to 48 hours following inspection.