Legal
Returns & Refunds Policy
When and how buyers and sellers can receive refunds on Nexra.
Last updated: 7 August 2026 · NEXRA GLOBAL TEAM LIMITED
1. Overview
Nexra releases payments to sellers only after the buyer confirms delivery. This protects both buyers and sellers by ensuring funds are not released until the transaction is successfully completed.
The best time to flag any issue is before confirming delivery. Once you confirm delivery, the order is complete, funds are released to the seller, and the dispute window closes permanently for that order.
2. Eligible Refund Situations
A refund may be issued if:
- You did not receive your order and the seller cannot provide evidence of delivery.
- The item received is significantly different from what was described or shown in the listing.
- The item arrived damaged or defective, and this was not disclosed by the seller.
- You received an incomplete order (wrong quantity or missing items).
- The seller failed to make contact or deliver within the delivery timeframe stated on the product listing without reasonable explanation.
Refund requests must be submitted through the dispute process, available 20 days after placing your order. You cannot raise a dispute after confirming delivery.
3. Non-Refundable Situations
Refunds will not be issued for:
- Change of mind or personal preference, where the item accurately matches its listing.
- Orders where delivery has already been confirmed by the buyer.
- Perishable goods (food items, fresh produce), unless they arrived in an unfit condition.
- Digital products and downloads, once accessed.
- Customised or personalised items made to order, unless they are significantly not as described.
- Event tickets purchased through SWYFT (Nexra's event ticketing platform), unless the event is cancelled by the organiser.
4. How to Request a Refund
All refund requests go through the Nexra dispute process:
- Go to your order — via My Orders (registered users) or Track My Order (guests).
- Select the order and tap Raise a Dispute. This option becomes available 20 days after placing your order.
- Describe the issue clearly and attach supporting evidence (photos, screenshots).
- Nexra will review information provided by both parties and aim to issue a decision within 24–72 hours. Additional information may be requested where necessary.
Do not confirm delivery if you have not received your item or are not satisfied. Once confirmed, the order is final.
5. How Buyer Refunds Work
If a dispute is resolved in the buyer's favour, the refund is credited to the buyer's Nexra wallet. Wallet funds can be used for future purchases on Nexra.
If you prefer a bank refund instead of wallet credit, contact our support team after your wallet has been credited:
Email: nexra.support@gmail.com
WhatsApp: wa.me/2348135047400
Bank refunds for buyers are handled manually by our support team on a case-by-case basis. We aim to process these within 3–5 business days. Direct bank refunds at checkout may be available in a future platform update.
6. How Seller Refunds Work
If a dispute is resolved in the seller's favour, the funds are credited to the seller's Nexra seller wallet. Sellers can withdraw wallet funds to their registered bank account at any time from the Seller Wallet page.
If a dispute is resolved in the buyer's favour, the relevant funds are returned to the buyer and the seller will not receive payment for that order.