Refund policy

NEXAR Return, Exchange and Refund Policy

Last updated: 4 August 2026

This policy applies to all NEXAR orders delivered within Egypt.

Inspection at Delivery

Customers must inspect their order while the courier is present and before accepting the shipment.

Where permitted by the courier, the customer may open the package, inspect the products and try them on before deciding whether to accept the order.

Before accepting the shipment, the customer must check:

  • The number of products received.
  • The product name.
  • The selected colour.
  • The selected size.
  • The fit of the product.
  • The visible condition of the product.
  • Whether the package appears damaged, opened or tampered with.

The permitted extent of opening, inspection and fitting is subject to the courier’s operating procedures.

Returns at Delivery

A product may only be returned while the courier is present and before the customer accepts the shipment.

The customer must return the product immediately to the courier if they do not wish to accept it.

The customer may return the order at delivery because:

  • The size does not fit.
  • The wrong size or colour was selected.
  • The customer changed their mind.
  • The customer no longer wants the order.
  • The product received is incorrect.
  • The product is visibly damaged or defective.
  • The order does not match what was purchased.

A return request cannot be made after the customer accepts the shipment and the courier leaves.

Exchanges at Delivery

A product may only be exchanged while the courier is present and before the customer accepts the shipment.

The customer must inform the courier that they do not wish to accept the product and must contact NEXAR through its official Instagram account to arrange the replacement.

Exchanges are subject to:

  • Availability of the requested product.
  • Availability of the requested size and colour.
  • The original product being returned immediately to the courier.
  • Payment of any applicable courier charges.
  • The product remaining unworn, unwashed, undamaged and with all original tags attached.

The replacement product may be delivered through a separate shipment after the original product has been returned.

Acceptance of the Order

Once the customer accepts the order and the courier leaves, the order is considered final.

After accepting the order:

  • No return will be accepted.
  • No exchange will be accepted.
  • No refund will be provided.
  • No size change will be accepted.
  • No colour change will be accepted.
  • No change-of-mind request will be accepted.
  • No claim concerning fit will be accepted.

By accepting the shipment from the courier, the customer confirms that they have inspected the order and accepted:

  • The products received.
  • The selected sizes.
  • The selected colours.
  • The fit and appearance.
  • The visible condition of the products.

The customer is responsible for completing all necessary checks before the courier leaves.

Courier Charges

When an otherwise correct order is returned or exchanged because the customer:

  • Selected the wrong size.
  • Selected the wrong colour.
  • Changed their mind.
  • No longer wants the order.
  • Decided that the fit is unsuitable.

The customer is responsible for all applicable courier charges.

These charges may include:

  • The original delivery charge.
  • The return charge.
  • The collection charge.
  • The replacement-delivery charge.
  • Any additional courier charges related to the return or exchange.

The applicable charges will be communicated to the customer before arranging an exchange or processing a refund.

Incorrect, Damaged or Defective Products

The customer must inspect the product for visible damage, defects or incorrect details while the courier is present.

If NEXAR sends:

  • An incorrect product.
  • An incorrect size.
  • An incorrect colour.
  • A visibly damaged product.
  • A visibly defective product.
  • A product that does not match the confirmed order.

The customer must refuse the product immediately and return it to the courier.

When the error is confirmed to have been caused by NEXAR, NEXAR will cover the applicable return and replacement-delivery charges.

Claims submitted after the customer accepts the shipment and the courier leaves will not be accepted.

Product Condition

A product can only be returned to the courier when it:

  • Has not been worn beyond the immediate fitting.
  • Has not been washed.
  • Has not been altered.
  • Has not been damaged.
  • Has all original tags attached.
  • Is clean and free from stains, marks, perfume, deodorant, body odour or other signs of use.
  • Is returned with its original packaging where reasonably possible.

NEXAR may reject a product that does not meet these conditions.

Refunds

Refunds are only available when the customer refuses and returns the product while the courier is present.

For prepaid orders, an approved refund will be processed after:

  1. The courier confirms that the shipment was refused.
  2. The returned product is received by NEXAR.
  3. NEXAR inspects and approves the returned product.
  4. Any customer-payable courier charges are calculated and deducted.

Online payments will normally be refunded through the original payment method unless another method is agreed with the customer.

For Cash on Delivery orders, no product refund is required when the customer refuses the shipment before making payment. However, the customer may still be required to pay the applicable courier charges.

When a Cash on Delivery payment has already been collected while the courier is present, any approved refund may be issued through:

  • InstaPay.
  • An eligible bank account.
  • Another payment method agreed between NEXAR and the customer.

The customer is responsible for providing complete and accurate refund information.

Payment-provider processing times may apply after NEXAR issues the refund.

Order Cancellations

An order may be cancelled without courier charges before it has been dispatched.

Once an order has been dispatched, cancellation will be treated as a refusal at delivery.

The customer may be responsible for the original delivery and return charges when cancelling or refusing an otherwise correct order.

Failed Delivery Attempts

The customer may be responsible for additional courier charges when delivery fails because:

  • The customer does not answer the courier’s calls.
  • The customer is unavailable.
  • The customer provides an incorrect or incomplete address.
  • The customer refuses an otherwise correct shipment.
  • The customer requests delivery on another date after the courier has attempted delivery.

NEXAR may require payment of outstanding courier charges before accepting another order from the customer.

How to Request an Immediate Return or Exchange

While the courier is still present, contact NEXAR through the official Instagram account:

Instagram

Provide:

  • Your full name.
  • Your telephone number.
  • Your order number.
  • The product name.
  • The ordered size and colour.
  • The reason for the return or exchange.
  • The requested replacement size or colour.
  • Photographs or videos when reporting an incorrect, damaged or defective product.

The customer must not accept the shipment or allow the courier to leave while waiting for a response from NEXAR.

Final-Sale Confirmation

By accepting the shipment and allowing the courier to leave, the customer confirms that:

  • The order has been inspected.
  • The correct products were received.
  • The sizes and colours were checked.
  • The products were accepted in their visible condition.
  • The customer understands that the sale is final.
  • The customer understands that no subsequent refund, return or exchange will be accepted.