Refund policy

Last updated: 20 September 2026

Start a return

Contact Nexura through our contact page with your order number and the item you wish to return. For damaged or incorrect items, photographs help us resolve the issue. We will provide return instructions; please contact us before sending a parcel.

Online cooling-off period

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel your online purchase within seven days after receiving the goods, without giving a reason. Only the direct cost of returning the goods is payable by you. Any payment due back under that right will be refunded within 30 days of cancellation. Statutory exceptions apply.

Faulty, unsafe or incorrect goods

If your item is damaged, defective or different from what you ordered, contact us. Where the Consumer Protection Act's six-month implied warranty applies, you may choose a repair, replacement or refund for qualifying goods. Nexura bears the return cost and risk for these statutory defect returns.

Beauty and intimate items

Keep packaging and hygiene seals intact while deciding whether to keep an item. Please tell us if lashes, cosmetics, nail products or intimate garments have been opened or used so we can arrange appropriate handling. This request does not remove your statutory cancellation rights or rights relating to defective goods.

Refunds and exchanges

Refunds are made to the original payment method where possible. Your payment provider may take additional time to display the credit. Exchanges depend on stock availability. Sale purchases retain their statutory protections. Nothing in this policy limits rights provided by South African consumer law.