Refund policy

Refund & Return Policy

Last Updated: September 15, 2026

At Nexora Homes, we take pride in offering premium products and interior solutions. We carefully inspect our products and aim to ensure that every order meets our quality standards.

This Refund & Return Policy explains the conditions under which returns, exchanges, refunds, and replacements may be accepted.

1. General Return Policy

Returns or exchanges may be accepted only when the product is eligible under this policy.

Before returning any product, customers must contact Nexora Homes and receive confirmation from our team.

Products returned without prior approval may not be accepted.

2. Damaged or Defective Products

If a product arrives damaged, defective, or materially different from the product ordered, please contact us as soon as possible after receiving the order.

Customers may be required to provide:

  • Order or invoice details

  • Photographs or videos showing the issue

  • Photographs of the packaging, where applicable

  • A description of the damage or defect

After reviewing the issue, Nexora Homes may offer an appropriate solution, which may include:

  • Replacement of the product

  • Repair, where reasonably possible

  • Exchange for an equivalent product

  • Refund, where applicable

Any replacement or refund will be subject to our inspection and approval.

3. Products Damaged During Delivery

Customers should inspect products at the time of delivery whenever reasonably possible.

If visible damage is identified, please notify the delivery team and contact Nexora Homes immediately.

For concealed damage discovered after delivery, customers should contact us promptly and provide clear photographs or videos of the product and packaging.

We will review the claim and determine the appropriate resolution.

4. Change of Mind

Returns based solely on a change of mind may not be accepted, particularly for products that have been ordered specifically for a customer or project.

For eligible ready-stock products, a return or exchange may be considered at the discretion of Nexora Homes, provided that:

  • The product is unused

  • The product is in its original condition

  • The product has not been installed, modified, assembled, or altered

  • Original packaging is available where applicable

  • The product is returned within the applicable return period communicated by Nexora Homes

Additional delivery, handling, or restocking charges may apply where applicable.

5. Custom, Made-to-Order & Special Orders

Custom-made, personalized, made-to-order, imported specifically for a customer, or specially sourced products are generally non-refundable and non-returnable.

This may include products or materials selected, sized, designed, ordered, or modified specifically according to a customer's project requirements.

Before confirming such an order, customers are responsible for checking and approving the relevant:

  • Dimensions

  • Design

  • Colour

  • Finish

  • Material

  • Quantity

  • Specifications

Once production, sourcing, or procurement has started, cancellation may not be possible.

6. Tiles, Sintered Stone & Surface Materials

For products such as Imported Sintered Stone, Feature Walls, Floor Tiles, Washroom Combinations, and Flexi Stone Surfaces, customers should carefully confirm quantities, measurements, colours, finishes, patterns, and specifications before placing an order.

Because natural-looking materials and decorative surfaces may have variations in shade, texture, veining, pattern, and finish, such variations may not necessarily be considered defects.

Once materials have been cut, installed, modified, or otherwise used, they are generally not eligible for return or refund.

Customers are responsible for confirming project measurements and required quantities before installation.

7. Décor, Furniture, Lighting & Accessories

Products including Decorative Clocks, Sculptures & Figurines, Abstract & Artistic Décor, Vintage & Retro Décor, Designer Lighting, Signature Chandeliers, Designer Coffee Tables, Imported Center Tables, Luxury Planters, Luxury Bedding, Fine Art, and Artistic Paintings may have specific return conditions depending on their size, material, condition, availability, and whether they were specially sourced.

Products must be returned in their original, unused condition and with applicable packaging and accessories where required.

For lighting products, installation or electrical work performed by a third party may affect eligibility for a return or warranty claim.

8. Non-Returnable Products

Unless otherwise approved by Nexora Homes, the following products may not be eligible for return:

  • Custom-made products

  • Personalized products

  • Made-to-order products

  • Specially imported or sourced products

  • Products that have been installed

  • Products that have been cut or modified

  • Used or damaged products caused by the customer

  • Products without required original packaging or accessories

  • Clearance or final-sale products, where identified as such

9. Refunds

Where a refund is approved, the refund amount and method will be determined based on the circumstances of the order.

Refunds may be issued through the original payment method where reasonably possible.

Processing times may vary depending on the payment method, bank, payment provider, or other financial institution involved.

Shipping, delivery, installation, handling, or other service charges may not be refundable unless Nexora Homes determines otherwise or applicable requirements provide otherwise.

10. Exchanges & Replacements

Where a replacement or exchange is approved, Nexora Homes will determine the appropriate replacement based on product availability.

If the original product is unavailable, we may offer:

  • An equivalent product

  • An alternative product subject to price adjustment

  • Store credit, where applicable

  • A refund, where applicable

11. Order Cancellation

Customers should contact Nexora Homes as soon as possible if they wish to cancel an order.

Cancellation may be possible before an order enters production, sourcing, dispatch, customization, or import processing.

Once an order has progressed beyond this stage, cancellation may not be possible or may be subject to applicable costs.

12. Return Shipping

Where a return is approved because of a customer preference or change of mind, the customer may be responsible for return transportation, delivery, handling, or other applicable costs.

Where a product is confirmed to have arrived damaged or defective due to an issue attributable to Nexora Homes or its delivery process, Nexora Homes will determine the appropriate arrangements for replacement, return, or refund.

13. Inspection & Approval

All return, replacement, exchange, and refund requests are subject to review.

Nexora Homes may inspect the product before approving a return or refund.

A request may be declined where the product does not meet the conditions of this policy.

14. How to Request a Return or Refund

To request a return, replacement, exchange, or refund, please contact us with:

  • Customer name

  • Contact number

  • Invoice or order details

  • Product name

  • Reason for the request

  • Relevant photographs or videos, where applicable

Our team will review the request and guide you through the next steps.

15. Contact Us

For questions regarding returns, refunds, exchanges, or cancellations, please contact:

Nexora Homes by HS

Phone / WhatsApp:
+92 321 4646185

Website:
nexorahomes.pk

Showroom:
Plaza No. 185/58, Sector MB, Phase 6C,
DHA Lahore Cantt, Lahore, Pakistan

 

 

Important Note

This Refund & Return Policy may be updated from time to time to reflect changes in our products, services, business practices, or applicable requirements.

The policy applicable to an order will generally be the version in effect at the time the order is placed, subject to applicable law.