Refund policy

RETURN AND REFUND POLICY

Last updated: 28 October 2026

Thank you for shopping with NexuraCart, operated by Ayzoq General Trading FZE LLC.

RETURNS

You may request a return within 7 calendar days after delivery of an eligible product from our own stock.

To qualify for a return, the product must be unused, unworn, undamaged and in its original packaging, with all labels, accessories, manuals and complimentary items included. Proof of purchase is required.

All return and cancellation requests are made through your order page: open My orders at nexuracart.com, select the order and choose Request return. Requests sent by other channels cannot be processed, except late fault reports for special order items as described below. Each item can have one return request; we may reopen a request at our discretion.

SPECIAL ORDER ITEMS

Items marked "Special order" on the product page are supplied by our partners and follow our Special Order Items Policy instead of this 7-day return window. Change-of-mind returns are not accepted for these items. If a special order item arrives faulty, damaged, incomplete or incorrect, report it within 30 days of delivery: from your order page within the first 7 days, or through the contact form on our website from day 8 to day 30. Once confirmed, we will replace it or refund it in full.

DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Please inspect your order when it arrives. If a product is damaged, defective, incomplete or different from what you ordered, request a return from your order page within 48 hours of delivery and upload clear photos or a video of the issue.

After verification, we may arrange a replacement, repair, refund or another remedy required under applicable UAE consumer-protection law.

NON-RETURNABLE PRODUCTS

Products that cannot be returned are labelled "Non-returnable item" on the product page before purchase. Returns may not be accepted for:

• Used, damaged or altered products
• Opened personal-care, hygiene, consumable or health-related products
• Products missing packaging, accessories or labels
• Customised or personalised products
• Gift cards
• Clearance, promotional or final-sale products clearly identified before purchase
• Products that cannot be returned for health, safety or legal reasons

This does not limit your rights when a product is defective, unsafe, incorrectly supplied or otherwise protected under applicable law.

OUTCOMES

After inspection, we may offer a refund, partial refund, replacement, exchange or store credit, as appropriate and as required under UAE consumer-protection law. Requests made after the return period or for non-returnable products will be declined, except where the law requires otherwise.

REFUNDS

Approved refunds will be issued to the original payment method whenever possible. Cash on Delivery refunds may be completed by bank transfer or another agreed method.

If you paid with Tabby or Tamara (interest-free instalments), the approved refund is sent to the provider you used. They then reduce or cancel your remaining instalments, or return the amounts you have already paid, in line with their own terms.

Refund processing may take 7–15 business days after the returned product is received and inspected. Your bank or payment provider may require additional processing time.

Original delivery charges are normally non-refundable unless the product was defective, damaged, incorrectly supplied or the refund is required by law.

RETURN DELIVERY COSTS

Customers are responsible for return-delivery costs for change-of-mind returns. Change-of-mind returns also carry a 20% restocking fee, deducted from the refund. No restocking fee applies to faulty, damaged or incorrect items. Ayzoq General Trading FZE LLC will cover reasonable return costs when a verified product is defective, damaged or incorrectly supplied.

CANCELLATIONS

To cancel, open the order from My orders as soon as possible. Cancellation is not guaranteed after an order has been processed, packed or handed to the delivery provider.

CONTACT

Email: contact@nexuracart.com
Store: NexuraCart
Operator: Ayzoq General Trading FZE LLC
Service area: United Arab Emirates