Returns & Refunds

We accept return and replacement requests only for the following genuine product issues:

• Damaged product: The item arrived with visible physical damage caused during transit or handling.
• Defective product: The item is non-functional, malfunctioning, or fails to perform as described at the time of purchase.
• Wrong product delivered: The item received does not match the product name, variant, size, or specifications shown in your order confirmation.
• Missing item in package: The delivered package does not contain the complete order or specific items listed in the invoice.

To maintain fairness and prevent misuse, we do not accept returns or refunds for the following reasons:

• Change of mind or no longer needed
• Personal preference or subjective dissatisfaction
• Ordered by mistake (incorrect size, colour, or variant selected)
• Better price found elsewhere after purchase
• Delayed delivery (separate shipping policy applies)

All sales are considered final for reasons not directly attributable to product quality, accuracy, or condition at the time of delivery.

Whenever inventory is available, we strongly prefer to offer a replacement over a refund. A replacement ensures you receive the exact product you ordered without the delays of a refund cycle.

• 7-day replacement window: All eligible return requests must be initiated within 7 calendar days from the date of delivery.
• Same-variant replacement: We will replace the product with the identical model, size, colour, and variant originally ordered.
• Cross-variant replacement: If the identical variant is unavailable, we may offer a substitute of equal or greater value with your explicit approval.
• Refund fallback: If no suitable replacement is available, we will process a refund to your original or nominated payment method.

Return and replacement claims may be rejected if any of the following conditions apply:

• The product has been used, worn, washed, assembled, or operated beyond basic inspection.
• The product was damaged after delivery due to improper handling, storage, or accidents at the customer's premises.
• The product was altered, modified, customised, or repaired by the customer or a third party.
• The original packaging, tags, labels, manuals, or accessories are unavailable, damaged, or discarded.
• The claim is submitted after the 7-day replacement window has expired.
• The unboxing video does not meet the continuous recording requirements outlined above.

If a replacement is unavailable or you explicitly request a refund, we will process the refund through the original or an approved payment method.

Refund timelines:

• Razorpay / Prepaid (Card, UPI, Net Banking, Wallet): 5–10 business days from the date of approval.
• UPI Refund: 3–7 business days from the date of approval.
• Bank Transfer (NEFT/IMPS): 5–10 business days from the date of approval.

Business days exclude weekends and Indian public holidays. The actual credit to your account may depend on your bank or payment provider's processing schedule, which is beyond our direct control.

COD orders are strictly eligible for replacement only. We do not process cash refunds for orders originally placed using Cash on Delivery.

If a COD order is approved for refund due to unavailability of replacement stock, the refund will be processed through one of the following digital methods:

• UPI: To the UPI ID (Google Pay, PhonePe, Paytm, or any BHIM UPI handle) provided by you.
• Bank Transfer: To the bank account (account number, IFSC, account holder name) provided by you.

COD refund processing begins only after we have received and verified your correct UPI ID or bank account details. We are not responsible for delays caused by incorrect payment information submitted by the customer.

NEXLIFY reserves the right to investigate, delay, or reject return and refund requests where we suspect abuse, fraud, or deliberate misuse of our policy. Protective measures include:

• False claims: Customers submitting fabricated or materially misleading claims about product condition or delivery status.
• Product swapping: Attempting to return a different product, lower-value variant, or previously used item instead of the original purchase.
• Intentional damage: Deliberately damaging a product after delivery to create a fraudulent return eligibility.
• Repeated abusive returns: An abnormal pattern of return requests from the same customer, address, or payment method that deviates significantly from typical usage.
• Fraudulent refund requests: Requests that lack required evidence, exceed the eligibility window, or attempt to exploit policy loopholes.

In cases of confirmed abuse, we reserve the right to permanently block the customer account, blacklist the shipping address, and pursue legal remedies for recovery of losses. We may also report confirmed fraud to relevant law enforcement and industry databases.