Return and Refund Policy
At DropNexa, customer satisfaction matters to us. If there is a problem with your order, please contact us so we can help.
1. Return Window
You may request a return within 7 calendar days of receiving your order, subject to the eligibility conditions below and any non-excludable rights you have under applicable law.
Please contact us within this period to explain the reason for your request. We will provide return instructions where a return is appropriate.
2. Return Eligibility
For a standard change-of-mind return, an item should generally:
- Be unused and in its original condition.
- Include its original packaging, accessories, manuals, and other supplied components, where applicable.
- Be accompanied by proof of purchase or a valid order number.
Certain products may not be suitable for return because of their nature, hygiene considerations, personalization, or other lawful restrictions. Any such exclusions will be disclosed where applicable and will not override your legal rights.
3. Damaged, Defective, Incorrect, or Missing Items
If you receive a damaged, defective, incorrect, or incomplete product, contact us as soon as reasonably possible.
Please include your order number, a description of the problem, and clear photographs or videos where available. This information helps us assess and resolve your claim.
Depending on the circumstances and applicable law, we may offer a replacement, repair, refund, or another appropriate remedy. You will not be required to pay return shipping for a verified issue caused by our fulfilment process where the law or our resolution requires us to cover it.
4. How to Request a Return
To request a return:
1. Email hbdropnexa@gmail.com or call +92 3716854669.
2. Provide your order number, the item you wish to return, and the reason.
3. Wait for our return instructions and confirmation before sending anything back.
4. Package the item securely and follow the instructions we provide.
Please do not send items to our business address without receiving return authorization. Your return may need to be sent to a designated fulfilment or return address.
5. Return Shipping Costs
For a standard change-of-mind return, the customer is generally responsible for reasonable return shipping costs unless we state otherwise.
If the return is due to a verified damaged, defective, incorrect, or incorrectly fulfilled item, DropNexa will arrange or cover appropriate return shipping where applicable.
We will communicate any applicable costs before you proceed. No fee will be imposed where prohibited by law.
6. Refund Eligibility and Processing
Once an approved return is received or the relevant issue is verified, we will assess the item and notify you of the outcome.
Approved refunds will be processed within a reasonable period, subject to any applicable legal deadlines and the processing requirements of the payment provider.
Where possible, refunds for online payments will be sent through the original payment method. If you paid by Cash on Delivery (COD), we will contact you to arrange a suitable refund method and confirm the necessary details.
Your bank, wallet, card issuer, or payment provider may take additional time to make the funds available.
7. Exchanges and Replacements
If you would like a replacement or exchange, contact us with your order details. Exchanges depend on product availability and supplier stock.
If the requested item is unavailable, we will discuss an appropriate alternative or refund, as applicable.
8. Order Cancellation Before Delivery
If you wish to cancel an order before dispatch, contact us as soon as possible. Cancellation and refund eligibility are explained in our Cancellation Policy.
If an order has already been dispatched, cancellation may no longer be possible, but you may still contact us to discuss available return options.
9. Refunds Required by Law
Nothing in this policy excludes, restricts, or replaces any consumer rights or remedies that cannot lawfully be excluded under applicable Pakistani law.
10. Contact Us
DropNexa
Email: hbdropnexa@gmail.com
Phone: +92 3716854669
Address: Shah Kamal, Lahore 54000, Pakistan
Please include your order number in all return and refund enquiries so we can assist you more efficiently.