Question 1

How long will my order take to arrive?

Accepted Answer

Orders are processed within 1–3 business days, and standard delivery across India takes 3–10 business days after dispatch. Metro and Tier-1 cities usually receive shipments within 3–5 business days, while Tier-2, Tier-3 and remote locations may take up to 10 business days.

Question 2

How do I track my order after dispatch?

Accepted Answer

Once your order is dispatched, you will receive an email or SMS with the courier name and tracking number. You can also use our Track Order page by entering your order ID and the email or phone number used at checkout.

Question 3

Do you deliver to my location?

Accepted Answer

We ship to all serviceable pincodes across India. If your pincode is temporarily unserviceable by our courier partners, we will notify you within 24 hours and issue a full refund to your original payment method.

Question 4

Can I cancel or change my order?

Accepted Answer

Orders can only be cancelled or modified before they are dispatched. Please contact our support team immediately with your order ID. Once an order has been dispatched, cancellations are not possible, but you may request a replacement or refund after delivery under our return policy.

Question 5

What is your 7-day replacement policy?

Accepted Answer

We offer a 7-day replacement window from the date of delivery. The product must be unused, in its original packaging, and accompanied by all tags, accessories and the original invoice. Replacement requests beyond 7 days cannot be accepted.

Question 6

What if I receive a damaged or wrong product?

Accepted Answer

If you receive a damaged, defective or incorrect item, please contact us within 24 hours of delivery. Share clear photos of the product, the outer packaging and the shipping label, along with your order ID. We will verify the issue and arrange a replacement or refund at our discretion.

Question 7

Why is an unboxing video required for some claims?

Accepted Answer

An unboxing video helps us confirm that the product was received in the condition shown at the time of opening. For damage, defect, missing item or wrong product claims, we may request a continuous, unedited video from the moment the package is opened until the product is fully visible. This protects both you and us.

Question 8

When will I receive my refund?

Accepted Answer

Approved refunds are processed to the original payment method within 7–10 business days. Prepaid refunds are issued via Razorpay to the source account. In some cases, bank or payment gateway settlement timelines may cause additional delays, which are outside our control.

Question 9

What payment methods do you accept?

Accepted Answer

All online payments are processed securely through Razorpay, our PCI-DSS-compliant payment gateway. We accept UPI, Credit & Debit Cards (Visa, Mastercard, RuPay), Net Banking, Wallets and Cash on Delivery (COD). A COD handling fee may apply at checkout.

Question 10

My payment failed but money was debited. What should I do?

Accepted Answer

If your payment fails but the amount was debited, no final charge is made by us. Temporary holds by your bank are typically released within 5–7 business days as per RBI guidelines. Please contact us within 24 hours with your transaction reference number (UTR/RRN) and order ID so we can verify and assist.

Question 11

What if the same order was paid twice?

Accepted Answer

If a duplicate payment occurs, the extra amount will be identified during our reconciliation and refunded to the original payment method within 7–10 business days. Please share both transaction references with your order ID for faster resolution.

Question 12

Where do your products come from?

Accepted Answer

All products are sourced from trusted domestic and international suppliers, verified distributors and authorized channels. Every item sold on THE NEXLIFY STORE is 100% genuine and brand-new. We never sell refurbished, counterfeit or replica products.

Question 13

Why does packaging sometimes look different?

Accepted Answer

Packaging may vary slightly between production batches or suppliers due to manufacturer updates, regional sourcing or packaging refreshes. The product inside remains the same genuine item. If you have any concerns, please share photos with your order ID and we will be happy to confirm.

Question 14

How do I contact customer support?

Accepted Answer

For any order, delivery, payment or product issue, please contact our support team with your order ID, registered email or phone number, and a clear description of the concern. For damage, defect or wrong product claims, please attach photos and an unboxing video where applicable. We aim to respond within 24 business hours.

Frequently Asked Questions

Delivery & Tracking

Cancellations

Returns & Replacements

Payments

Products & Sourcing

Customer Support

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