NEXA Audio Return, Refund and Warranty Policy

Last updated: 16 July 2026

Our commitment

NEXA Audio aims to deal with returns, refunds and warranty claims fairly, transparently and in accordance with applicable South African consumer law.

This policy applies to products purchased directly from nexaaudio.co.za. Products purchased through Takealot, Amazon, Makro or another third-party marketplace must normally be returned through that marketplace and will also be subject to the marketplace’s applicable return procedures.

Nothing in this policy limits or removes any rights that a customer may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other applicable South African law.

For assistance, contact us at info@nexaaudio.co.za.

1. Inspecting your order

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if:

• You received the wrong product.
• An item is missing from your order.
• The product was damaged during delivery.
• The product appears to be defective.
• The product materially differs from the product ordered or advertised.

Prompt notification helps us investigate courier-related damage and resolve the matter quickly. However, failure to notify us immediately does not remove any statutory rights you may have.

Where possible, please retain the product, all accessories, packaging, labels and delivery packaging until the matter has been resolved.

2. Voluntary 30-day change-of-mind returns

In addition to any rights provided by law, NEXA Audio allows eligible products to be returned within 30 calendar days after delivery when the customer has simply changed their mind.

To qualify for a voluntary change-of-mind return, the product must:

• Be unused and unworn.
• Be in its original condition.
• Be returned with its complete original packaging.
• Include all cables, accessories, ear tips, manuals, inserts and promotional items.
• Have all applicable hygiene seals and factory seals intact.
• Show no signs of use, damage, installation or modification.
• Be accompanied by proof of purchase.

The customer is responsible for the direct cost and risk of returning a voluntary change-of-mind item. Where NEXA Audio arranges the collection, the collection charge may be deducted from the refund after being disclosed to the customer.

Original delivery charges are generally not refundable on voluntary change-of-mind returns, except where applicable law requires otherwise.

NEXA Audio may decline a voluntary return if the product does not meet the conditions above. This does not affect returns that a customer is legally entitled to make.

3. In-ear monitors, earphones and hygiene-sensitive products

In-ear monitors and earphones are inserted into or worn inside the ear and are therefore treated as hygiene-sensitive products.

Under NEXA Audio’s voluntary change-of-mind policy:

• An in-ear monitor or earphone may be returned only if it is unused, unworn and remains sealed in its original condition.
• Once the product or its hygiene packaging has been opened, or the product has been inserted into an ear, it cannot be returned merely because the customer has changed their mind.
• Opened ear tips and other hygiene-sensitive accessories cannot be returned for a change of mind.

This restriction does not apply where the product is defective, unsafe, incorrect, materially misrepresented or otherwise returnable under applicable consumer law.

Any statutory cooling-off request concerning an opened hygiene-sensitive product will be considered in accordance with the applicable legislation and any legally recognised exceptions.

4. Sound signature, fit and personal preference

The sound signature, tuning, fit, isolation and comfort of an IEM are partly subjective and may differ between listeners.

The following do not, by themselves, mean that a product is defective:

• Preferring more or less bass, treble, detail or warmth.
• Disliking the product’s tuning or sound signature.
• Finding another model more enjoyable.
• Personal discomfort caused by an individual ear shape or ear-tip preference.
• The product sounding different from another earphone or speaker.
• The later availability of another or better product.

Once an in-ear product has been opened or used, dissatisfaction based only on sound preference, fit or comfort does not qualify for a voluntary return.

Customers are encouraged to contact NEXA Audio before purchasing if they require help selecting an IEM. Where a customer communicates a particular required purpose and relies on NEXA Audio’s recommendation, the provisions in section 8 of this policy may apply.

5. Online cooling-off rights under ECTA

Where section 44 of the Electronic Communications and Transactions Act applies, a consumer may cancel an eligible online transaction without reason or penalty within seven days after receiving the goods.

The customer may be required to pay only the direct cost of returning the goods. Where payment has already been made, the legislation provides for a full refund within 30 days after cancellation.

ECTA contains exceptions for certain transactions and categories of goods, including certain goods which, because of their nature, cannot be returned. Eligibility will therefore be assessed according to the nature of the product and the applicable law.

To exercise an applicable ECTA cooling-off right, the customer must notify NEXA Audio in writing within the prescribed period and take reasonable care of the goods while they are in the customer’s possession.

This statutory right is separate from NEXA Audio’s voluntary 30-day return policy.

6. Cooling-off rights after direct marketing

Where a transaction resulted from direct marketing by NEXA Audio and section 44 of ECTA does not apply, the customer may have a right under section 16 of the Consumer Protection Act to cancel the transaction in writing or another recorded manner within five business days after the later of:

• The date on which the transaction was concluded; or
• The date on which the goods were delivered.

Where this statutory provision applies, refunds will be handled within the legally prescribed period.

A general advertisement, social-media post, website visit or purchase initiated independently by a customer is not necessarily a transaction resulting from direct marketing.

7. Incorrect, damaged or materially misrepresented goods

Please contact us if:

• You received a different product from the one ordered.
• The quantity supplied is incorrect.
• The product was damaged before or during delivery.
• The product does not materially correspond with its description, specifications or product listing.

Where the claim is valid, NEXA Audio will arrange and pay for the reasonable return or collection costs.

Depending on the circumstances and applicable law, we will offer an appropriate remedy, which may include:

• Supplying the correct product.
• Replacing the damaged product.
• Refunding the affected product.
• Refunding the order where the incorrect or damaged product materially affects the entire order.

Photographs of the product, packaging and courier packaging may be requested to assist with the investigation. Customers should not dispose of the product or packaging before the claim has been assessed.

8. Products purchased for a specifically communicated purpose

Before purchasing, a customer may inform NEXA Audio of a specific purpose or technical requirement for which the product is needed.

Where:

• The customer clearly communicated that particular purpose before purchasing;
• NEXA Audio acted as a supplier knowledgeable about that use;
• The customer relied on NEXA Audio’s recommendation; and
• The recommended product is found to be unsuitable for that communicated purpose,

the customer may return the product within 10 business days after delivery, subject to the Consumer Protection Act.

Where this statutory right applies, the product will be returned at NEXA Audio’s risk and expense.

This section does not apply where:

• The customer did not communicate the requirement before purchasing.
• The customer selected the product without relying on a NEXA Audio recommendation.
• The product meets the communicated technical requirement, but the customer simply dislikes its sound, appearance or subjective performance.
• The relevant issue is caused by incompatible or faulty third-party equipment that was not disclosed to NEXA Audio.
• The customer used the product for a materially different purpose from the purpose originally communicated.

9. Defective goods and the six-month implied warranty

Products supplied to consumers carry the implied warranty of quality provided by the Consumer Protection Act.

For six months after delivery, goods must, having regard to the relevant circumstances:

• Be reasonably suitable for the purpose for which goods of that type are generally intended.
• Be of good quality and in good working order.
• Be free from defects.
• Be reasonably usable and durable.

Where a product genuinely fails to meet these standards within six months after delivery, the customer may return it without penalty and at NEXA Audio’s risk and expense. Subject to the Consumer Protection Act, the customer may direct NEXA Audio to:

• Repair the product;
• Replace the product; or
• Refund the purchase price.

NEXA Audio is entitled to inspect and test the product to confirm the reported failure and determine whether it is a defect covered by the implied warranty. The inspection process does not remove the customer’s right to choose an available remedy where a qualifying defect is confirmed.

If a product is repaired and the same defect is not remedied, or a further defect is discovered within three months after that repair, NEXA Audio will replace the product or refund the purchase price, as required by the Consumer Protection Act.

10. What is not normally considered a manufacturing defect

A warranty claim may be declined where testing reasonably shows that the issue was caused by something other than a manufacturing defect or product failure.

Examples include damage caused by:

• Accidental impact, crushing, dropping or physical abuse.
• Liquid, moisture, sweat or corrosion where the product is not designed and represented as resistant to those conditions.
• Incorrect voltage, electrical surges or unsuitable power supplies.
• Incorrect installation or connection.
• Use outside the product’s specifications.
• Misuse, negligence or improper storage.
• Unauthorised repair, disassembly or modification.
• Cut, stretched, crushed or damaged cables.
• Bent or broken connectors caused by external force.
• Damage caused by incompatible or defective third-party equipment.
• Normal cosmetic wear and tear.
• Consumable parts that have reached the end of their reasonable usable life.

A claim will not be rejected merely because the product packaging has been opened or because a genuine defect was not immediately apparent.

Where an inspection finds no defect, or determines that damage was caused by circumstances not covered by the warranty, NEXA Audio will explain the assessment to the customer. The customer may be responsible for reasonable collection or redelivery costs, but these will be communicated before being charged.

11. Additional NEXA Audio product warranty

Unless a longer period is stated on the relevant product page, NEXA Audio-branded products carry an additional express warranty lasting 12 months from delivery.

During months seven to twelve, qualifying manufacturing defects in NEXA Audio-branded products will be remedied by repair or replacement at NEXA Audio’s reasonable discretion. Where neither repair nor replacement is reasonably possible, another appropriate remedy may be offered.

This additional warranty does not reduce the rights provided during the first six months under the Consumer Protection Act.

Third-party products may carry additional manufacturer warranty protection where this is expressly stated on the product page or supplied warranty documentation.

12. Return procedure

Before returning a product, email:

info@nexaaudio.co.za

Use the subject line:

RETURN REQUEST – [Order number]

For warranty claims, use:

WARRANTY CLAIM – [Order number]

Please include:

• Your full name.
• Your order number.
• The product concerned.
• The reason for the return.
• A clear description of any reported fault.
• Relevant photographs or videos, where available.
• The collection address and contact number.

We may perform reasonable troubleshooting before arranging a collection, particularly where an issue may be related to setup, compatibility, cable connection or product configuration.

Once the return has been authorised:

• NEXA Audio may arrange a courier collection or provide return instructions.
• The product must be packaged securely to prevent damage in transit.
• All supplied accessories and components relevant to the claim must be included.
• Any provided waybill must be attached or made available to the courier.
• The customer should obtain and retain proof that the parcel was handed to the courier.

Do not send products to NEXA Audio without first contacting us, as this may delay identification and processing of the return.

13. Responsibility for return costs

NEXA Audio will ordinarily cover reasonable collection and return costs where:

• The wrong product was supplied.
• The goods were damaged during delivery.
• A qualifying defect is confirmed.
• The product was materially misrepresented.
• The product is validly returned because it was unsuitable for a specifically communicated purpose.
• Applicable consumer law places the return cost on NEXA Audio.

The customer will ordinarily cover return costs where:

• The return is a voluntary change-of-mind return.
• An applicable ECTA cooling-off return places the direct return cost on the customer.
• No defect is found after reasonable inspection.
• The damage was caused by misuse, accident, unauthorised modification or another excluded cause.
• The incorrect product was ordered by the customer.

NEXA Audio will communicate any proposed charge before deducting it from a refund or requiring payment.

14. Inspection and assessment

Returned products may be inspected and tested before a refund, repair or replacement is finalised.

The assessment may consider:

• The reported fault.
• The condition of the product.
• The serial number or identifying information.
• Whether all relevant components were returned.
• Whether the product was used according to its specifications.
• Whether the issue is reproducible under reasonable testing conditions.
• Whether the damage was caused after the product left NEXA Audio’s control.

Inspection does not allow NEXA Audio to avoid or delay a remedy where the customer is legally entitled to one.

Products returned under the voluntary 30-day policy must satisfy the eligibility conditions in section 2.

15. Refunds

Once a return has been received and a refund has been approved, the refund will ordinarily be processed to the original payment method.

Where appropriate, the customer may instead agree to:

• Store credit; or
• An exchange or replacement.

Store credit will not be imposed instead of a refund where the customer is legally entitled to a monetary refund.

NEXA Audio aims to process approved voluntary refunds within seven business days after receiving and inspecting the returned product. Statutory refunds will be processed within the periods required by applicable law.

Please allow additional time for banks and payment providers to reflect the refund after it has been processed.

Refunds will not be paid to a different person, card or bank account unless NEXA Audio is reasonably satisfied that doing so is lawful and secure.

16. Delivery charges

For voluntary change-of-mind returns, the original delivery charge is generally not refundable.

Where an entire order is validly returned under an applicable statutory cooling-off right, or because of an error by NEXA Audio, delivery charges will be handled as required by applicable law.

Where only part of an order is returned, any refund of delivery charges will depend on the reason for the return and the applicable legal requirements.

17. Bundles, discounts and promotional items

Where a product was purchased as part of a bundle or promotion, all products required to qualify for that promotion must ordinarily be returned together.

If the customer keeps part of the bundle:

• The retained products may be recalculated at their normal applicable selling price; and
• The refund may be adjusted accordingly.

Any free promotional gift supplied with a returned product must also be returned unused and in reasonable condition. If it is not returned, the reasonable value of the gift may be deducted from a voluntary refund.

These deductions will not be applied in a way that unlawfully limits a customer’s statutory rights.

18. Sale and discounted products

Sale, clearance and discounted products remain protected against qualifying defects and other valid statutory return grounds.

A reduced price does not remove the customer’s consumer rights unless a particular defect or condition was clearly disclosed before purchase and the customer knowingly agreed to purchase the product in that disclosed condition.

Voluntary change-of-mind returns for sale products remain subject to the conditions in section 2 unless a product page clearly states otherwise.

19. Exchanges

Exchanges are subject to stock availability.

NEXA Audio may process an exchange as:

• A return of the original product; and
• A separate order for the replacement product.

Any price difference, additional delivery cost or refund will be communicated before the exchange is completed.

Opened or used in-ear products cannot be exchanged merely because the customer prefers a different model, tuning, colour or fit.

20. Order cancellations before dispatch

Customers may request cancellation of an order before it has been dispatched.

Where the order has not yet been dispatched, NEXA Audio will make reasonable efforts to cancel it and issue a refund.

An order cannot always be stopped once it has entered the fulfilment or courier process. If dispatch cannot be prevented, the order will need to be handled as a return under the applicable section of this policy.

Special-order, personalised or custom-manufactured products may be subject to different cancellation conditions where those conditions were clearly disclosed before purchase.

21. Refused and uncollected deliveries

If a customer refuses delivery or fails to collect a parcel without a valid return ground:

• The parcel may be returned to NEXA Audio.
• Reasonable outward and return delivery costs may be deducted from any voluntary refund.
• The refund will be processed only after the parcel has been received and assessed.

This does not apply where delivery was refused because the parcel was visibly damaged, the wrong goods were delivered, delivery occurred contrary to the agreement, or another valid statutory return ground exists.

22. Abuse of the return process

NEXA Audio may investigate returns where there is reasonable evidence of fraud, product substitution, serial-number tampering, intentional damage or another abuse of the return process.

This provision will not be used to obstruct a legitimate return or warranty claim.

23. Contact details

NEXA Audio (Pty) Ltd

Email: info@nexaaudio.co.za

Website: nexaaudio.co.za