Our Promise to You

At NEXA Audio, we want you to love your purchase. If something isn’t right, we’ll make it right.

This policy complies with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA), ensuring your rights are protected at all times.

For any queries, contact us at info@nexaaudio.co.za.

Inspect Your Order on Arrival

Please inspect your order as soon as it arrives.

If your item is defective, damaged, or incorrect, notify us immediately at info@nexaaudio.co.za so we can resolve the issue as quickly as possible.

Returns & Eligibility

1. Change of Mind

You may return unused items within 30 days of receipt, provided that:

•          The item is unused
•           In original condition
•           In original packaging

Return shipping costs are for your account and may be deducted from your refund.

2. Hygiene Policy (In-Ear Earphones)

Due to hygiene reasons:

• In-ear earphones that have been opened or used cannot be returned
• Unless the item is faulty, defective, or incorrect

3. Incorrect, Defective, or Misrepresented Goods

You may return items within 10 business days at no cost to you if:

• The item is defective
• The wrong item was supplied
• The item materially differs from what was advertised

NEXA Audio will cover all return and collection costs.

4. Not Fit for Intended Purpose

If you informed us of a specific intended use at the time of purchase and the product does not meet that requirement, you may return it within 10 business days at no cost.

5. Direct Marketing (Cooling-Off Period)

In accordance with ECTA:

• You may cancel your order within 5 business days of delivery
• Goods must be returned unused and in original packaging
• Return costs are for your account

How to Return an Item

To initiate a return:

📧 Email: info@nexaaudio.co.za
📌 Subject: RETURN REQUEST – [Order ID]

Failure to use this format may delay processing.

Return Process

• Once your return is approved, we will arrange a courier collection
• A waybill will be provided — please have it ready for the courier

Cost Responsibility:

• Change of mind / direct marketing: customer pays
• Defective / incorrect items: NEXA Audio pays

Refunds

Once your return has been received and inspected:

• You will be notified of approval
• Refunds are processed within 7 days of receiving the goods

You may choose:

• Refund to original payment method
• Store credit
• Replacement item

Please note: Delivery charges are non-refundable unless the return is due to our error.

Please allow additional time for your bank to process the refund.
If more than 15 business days have passed since approval, contact us.

Warranty

All products carry warranty protection against manufacturing defects:

• Third-party products (including earphones): 6-month implied warranty (CPA compliant)
• NEXA Audio branded products: 12-month warranty

Warranty Conditions

• All returned items will be inspected at our cost
• If no fault is found, or damage is due to misuse, applicable costs may be charged
• Warranty does not cover:

                Misuse

                Modification

                Improper handling or installation

Warranty Claims

Email: info@nexaaudio.co.za
Subject: WARRANTY CLAIM – [Order ID]

Non-Returnable Items

We cannot accept returns where:

• Items have been used (especially in-ear earphones)
• Items are damaged due to misuse or negligence
• There is evidence of excessive wear and tear
• Products have been modified or improperly used
• Items have been exposed to electrical surges or improper conditions

Important Note

NEXA Audio reserves the right to inspect and assess all returned items before approving refunds, replacements, or credits.

Contact Details

NEXA Audio (Pty) Ltd
info@nexaaudio.co.za