NEXVONA — RETURN, REFUND, CANCELLATION & SHIPPING POLICY

Store Name: Nexvona
Legal Proprietor Name: [Full Legal Name]
Business Address: [Complete Business Address]
Support Email: [Support Email]
Customer Support Phone/WhatsApp: [Contact Number]
Effective Date: 23 October 2026

1. About Nexvona

Nexvona is an online retail business operated by [Full Legal Name], a sole proprietor based in India.

We may use third-party suppliers, fulfilment partners and logistics providers to process and deliver customer orders. However, using a third-party supplier does not remove Nexvona's obligations under applicable consumer protection laws.

2. Return Eligibility

Customers may request a return, replacement or refund for eligible orders in the following circumstances:

• The product arrives damaged or defective.

• The wrong product, model, colour or variant is delivered.

• An item is missing from the order.

• The product materially differs from its advertised description or agreed specifications.

• Delivery or another issue gives the customer a remedy under applicable law.

For other reasons, including a change of mind, returns and exchanges are subject to the return eligibility and conditions disclosed on the relevant product page before purchase, except where applicable law provides otherwise.

Standard voluntary return window: [Insert your actual return window, for example, 7 days from delivery, only if supported by your supplier and business process.]

3. How to Request a Return

To request a return or report an order issue, customers should contact [Support Email] or [WhatsApp Number] with:

• Order number and purchase date.

• Product name and description of the issue.

• Photographs of the product and packaging, where relevant.

• Any other reasonable information needed to investigate the claim.

Customers should report visible damage or delivery discrepancies as soon as reasonably possible.

Photographs or an unboxing video may help with verification. However, failure to provide an unboxing video alone will not automatically invalidate a claim or remove a customer's legal rights.

Nexvona will review requests fairly and communicate the next steps, including return instructions where required.

4. Damaged, Defective or Incorrect Products

If an item is defective, damaged, incorrect, materially different from its description, or otherwise eligible for a legal remedy, Nexvona will arrange an appropriate remedy in accordance with applicable law.

Depending on the circumstances, the remedy may include a replacement, repair, return or refund.

Customers should not send products to a supplier's address without receiving return instructions from Nexvona.

Where a return is necessary because of a verified product defect, incorrect supply or another supplier-attributable issue, Nexvona will handle return logistics and charges in accordance with applicable law. The customer will not be required to bear charges that cannot lawfully be passed on to them.

5. Change of Mind and Non-Defective Products

For non-defective products that are eligible for a voluntary change-of-mind return, the following conditions may apply:

• The product must meet the eligibility conditions disclosed on its product page.

• The product should be returned with its included accessories, packaging and other supplied items, where reasonably applicable.

• The customer must follow the return instructions provided by Nexvona.

• Any applicable return-shipping charges will be disclosed before purchase.

A return may be declined where the product is outside the disclosed voluntary return conditions, subject always to applicable law and any mandatory consumer remedy.

6. Refund Processing

Once a return or refund request is approved, Nexvona will initiate the applicable refund within the time required by law and communicate the refund status to the customer.

Refunds will generally be issued through the original payment method. An alternative lawful method may be used where appropriate and agreed with the customer.

The time taken for the refund to appear in the customer's account may depend on the bank, payment gateway or payment provider.

No supplier delay will be used to unlawfully withhold a refund owed to a customer.

7. Order Cancellation

Customers may contact Nexvona to request cancellation before dispatch.

Cancellation after processing or dispatch may be subject to the order's status and applicable law. If cancellation is no longer operationally possible, Nexvona will explain the available options.

Where a customer is entitled to cancellation or a refund under applicable law, this policy will not restrict that entitlement.

For prepaid orders, any approved refund will be processed through the applicable refund method.

8. Cash on Delivery (COD), Refused Deliveries and RTO

Customers placing COD orders should provide accurate contact information and a complete delivery address.

If a delivery fails, a customer refuses delivery, or a shipment returns to origin (RTO), Nexvona may contact the customer to clarify the situation.

Any future restriction on repeat COD orders must be applied fairly and consistently with applicable law.

Nexvona will not impose an undisclosed or unlawful penalty for a refused delivery. Any shipping or handling charge may be recovered only where legally permissible, reasonable, and properly disclosed before purchase.

Where a prepaid order is not delivered and a refund is due, the refund will be handled in accordance with applicable law.

9. Shipping and Delivery

Estimated delivery times will be communicated on the website or at checkout, as applicable.

Delivery estimates may vary due to the customer's location, logistics operations, weather, service disruptions or other circumstances.

If an order is delayed, lost, delivered incorrectly or otherwise affected by a fulfilment issue, customers should contact Nexvona for assistance.

Nothing in this section excludes remedies available under applicable law for non-delivery or delayed delivery.

10. Product Information, Pricing and Availability

Nexvona endeavours to provide accurate product descriptions, images, specifications, availability and prices.

Customers should review the product details, variant, quantity, delivery information and total payable amount before placing an order.

Any mandatory charges and applicable taxes will be disclosed as required by law. Product availability is subject to confirmation.

Minor screen-related colour differences do not automatically constitute a defect, but this clause does not exclude remedies where a product materially differs from what was advertised or agreed.

11. Third-Party Suppliers

Nexvona may source or fulfil orders through third-party suppliers.

Supplier warranties, reimbursement arrangements and internal return conditions are separate commercial arrangements between Nexvona and its suppliers. They do not override a customer's mandatory rights against Nexvona or any other responsible party under applicable law.

12. Privacy

Customer information will be processed in accordance with Nexvona's Privacy Policy and applicable Indian law.

Order details may be shared with suppliers, fulfilment partners, delivery companies and payment providers to the extent necessary to process orders, deliver products, handle returns or prevent fraud.

13. Customer Support and Grievance Redressal

Store: Nexvona
Legal Proprietor: [Full Legal Name]
Business Address: [Complete Address]
Customer Support Email: [Email Address]
Phone/WhatsApp: [Number]
Grievance Officer/Contact: [Name and Designation]
Grievance Email: [Email Address]

Complaints will be acknowledged and addressed within the applicable legal timelines. Each complaint should be assigned a reference or ticket number for tracking.

14. Applicable Law

This policy is governed by the laws of India, including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, as amended from time to time, and other applicable laws.

Nothing in this policy limits a consumer's mandatory statutory rights or excludes any liability that cannot lawfully be excluded.

Last Updated: 23 October 2026