Refund policy

Return Policy

At Nexa Luxe, we want you to feel complete confidence in the weight, dial clarity, and finishing of our timepieces. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because fine horology involves precision mechanical escapements, scratch-sensitive polished surfaces, and leather straps prone to buckling marks, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Product Condition

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The watch, bracelet, strap, or horological accessory must be completely unworn, unsized, and in its original, brand-new condition.
  • Protective Plastics & Strap Buckling Notice: Timepieces may be held in clean hands for visual inspection. We strictly cannot accept watches where the clear factory protective plastic films (on the front crystal, exhibition caseback, or metal clasp) have been peeled or removed, or leather straps that have been cinched through the buckle prong (buckling leather leaves permanent indentations, creases, and stretch marks).
  • Metal cases and bracelets must show zero hairline scratches, desk-diver marks, lug-change tool scrapes, or screw removal abrasions.
  • Bracelet links must not have been removed, adjusted, or altered.
  • All original packaging—including rigid display presentation boxes, outer sleeve boxes, serialized warranty cards, instruction booklets, and microfiber cloths—must remain 100% complete and undamaged inside the return parcel.
  • Custom engraved watches or personalized strap orders are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because fine watches are high-value mechanical goods, we strongly recommend using a trackable, signature-required shipping service and purchasing transit insurance, as Nexa Luxe cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@nexaluxe.site within 30 days of delivery. Please include your order number, watch reference model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized shock-absorbing repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a dial color, strap material, or delivery address), contact us immediately at support@nexaluxe.site.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our horological inspectors will examine the timepiece under magnification to verify compliance with our return conditions (intact factory plastic films, uncreased straps, pristine case polishing, untampered case screws, and complete warranty documentation). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@nexaluxe.site for further assistance.