Eligibility

Only items or service engagements purchased directly from Nexara or an authorised sales channel are eligible for return as described below. Eligibility may vary by offering; representations in the original order documentation will apply.

Return Window

Requests to return an eligible purchase must be initiated within the stated return period beginning on the date of delivery or service start. Timely initiation is required for acceptance of a return request.

Item Condition Requirements

Returned items must be in materially the same condition as delivered and include all supplied materials. For service engagements, returned deliverables or unused time must be documented and submitted with the return request.

Return Process

1. Initiate: Contact Nexara with purchase details and reason for return.
2. Authorisation: Obtain a return authorisation number where required and follow any instructions provided.
3. Ship or Submit: Ship physical items or submit deliverables according to the authorisation instructions within the specified timeframe.
4. Inspection: Allow Nexara reasonable time to inspect returned items or review submitted materials before a final determination is made.

Refunds

When a refund is approved, Nexara will process the refund to the original payment method or by another mutually agreed method. Refunds will reflect the purchase amount less any applicable deductions such as restocking fees or non-refundable components.

Transactions

• Transactions may be offered where appropriate and subject to availability.
• Requests for Transactions follow the same initiation and authorisation steps as returns.

Non-Returnable Items

• Customised or bespoke deliverables or time that has been performed and accepted are generally non-returnable.
• Perishable materials and third-party licences where terms prohibit return are excluded from return eligibility.

Shipping & Return Costs

Unless otherwise stated, the customer is responsible for shipping costs to return physical items. Nexara may cover return shipping in specific cases, such as verified defects, at its discretion.

Damaged or Defective Items

Notify Nexara promptly of any damaged or defective items. Nexara will provide instructions for return or remediation and may request photographic or documentary proof to support the claim.

Proof of Purchase

• Provide the order number, invoice, receipt, or other purchase documentation when initiating a return.
• Proof of purchase is required to validate eligibility and process any refund or transaction.

Restocking Fees

Restocking or administrative fees may apply to certain returns where custom preparation or allocation occurred. Any such fee will be disclosed during authorisation and deducted from the refund amount.

International Returns

• International returns may be subject to customs, duties and local import rules which can affect timing and cost.
• Customers are responsible for compliance with local import/export requirements when returning items from outside Switzerland.

Abuse & Fraud Prevention

Nexara reserves the right to refuse returns or recover costs where return activity appears abusive, fraudulent, or inconsistent with normal purchase patterns. Appropriate checks may be applied to protect customers and the organisation.

Changes to Policy

Nexara may update these Terms of Return from time to time. Material changes will be published and apply to purchases after the effective date shown at publication.

Contact Information