Last Updated: May 26, 2025
At Nezamart, we are committed to providing a seamless shopping experience. We understand that sometimes a product may not meet your expectations due to damage, defects, or wrong deliveries. To ensure customer satisfaction, we have a fair and transparent return and refund policy. This policy applies to orders placed on our website, and we encourage you to read it carefully before making a purchase.
1. Return Eligibility
Products are eligible for return if they are received in a damaged or defective condition, if the wrong product is delivered, or if a significant part of the product is missing. In such cases, customers should contact our support team within a reasonable time frame—preferably within 2–3 days of delivery—along with photographic evidence of the issue. Please note that we will only process returns once the condition is verified by our team.
2. Items Not Eligible for Return
Returns will not be accepted if the product has been washed, used, or damaged after delivery. Additionally, any items that are returned without original packaging or labels, or those sold as part of a combo/set and returned individually, are not eligible for return. We also do not accept return requests based on personal preference or dislike for the product. It is important to ensure the product remains in its original condition until the return is approved.
3. Return Process
To initiate a return, customers are required to email us at support@nezamart.com with their order ID, a description of the issue, and clear images of the product in question. Once the request is reviewed and approved, our team will assist you with the pickup process. In cases where courier pickup is unavailable in your area, you may be asked to send the item to our return address, and we will reimburse a fair portion of the courier charges, subject to our confirmation. The item must reach us in its original condition for the return to be processed.
4. Refund Policy
After receiving and inspecting the returned item at our warehouse, we will initiate the refund process. For prepaid orders, the refund will be made to the original payment method. For orders placed via Cash on Delivery (COD), customers will be required to share their bank account details through a secure form provided by our support team. Refunds are usually processed within 10 to 12 business days. If the product is found to be damaged due to customer handling, the refund will not be approved, and the product may be sent back at the customer’s expense.
5. Replacement Policy
In case of a damaged or defective product, we will replace the item, depending on availability. If the same product is out of stock, we will offer either a refund or a similar product of equal value based on your preference. Our support team will assist in confirming availability before initiating a replacement. Replacements are always subject to inspection and verification of the original complaint.
6. Damaged or Tampered Delivery
If the package appears to be tampered with or damaged at the time of delivery, we strongly advise refusing the delivery and immediately contacting our support team. Please include photos of the packaging and item so we can raise the issue with our logistics partner and arrange a replacement at no extra cost. Ensuring the safety of your purchase is our priority, and we will do our best to resolve such cases promptly.
7. Cancellation Policy
Orders can be cancelled only if the request is made before the product is dispatched. To cancel an order, please reach out to us via email or phone as soon as possible. If the order has already been shipped, cancellation will not be possible, and the customer must follow the return process after receiving the product. Once a cancellation is approved, we process the full refund within 5 to 7 business days. Orders paid via COD are also eligible for refund through bank transfer.
8. Shipping & Delivery
We dispatch most orders within 2 to 3 working days, and delivery typically takes between 4 to 10 business days, depending on the location. We use trusted courier partners to ensure timely and secure delivery. If your area is not serviced by private couriers, we may use government postal services. Delivery charges and timelines are mentioned on each product page, and customers are advised to check those details before placing the order.
Need Help?
If you have any questions about our return, refund, or cancellation process, please don’t hesitate to contact our support team via email at support@nezamart.com. We’re here to assist you and ensure your experience with Nezamart is always smooth and satisfactory.