1. Return Eligibility & Timeframe - QSX Return & Refund Policy

"Your time matters, so does our clarity."

At QSX we understand that sometimes a product might not meet expectations, or may arrive with an unforeseen issue. That's why we've established a well-defined return eligibility structure, designed to be transparent, fair, and easy to follow. The aim is to provide every customer with a clear window and process for initiating a return without confusion or delay.

Below we break down the eligibility and timeframe process step-by-step:

1.1 Return Requests Are Only Accepted Within 7 Days of Delivery

The most fundamental requirement of our return policy is time sensitivity.

Customers are allowed to raise a return request strictly within 7 calendar days of receiving the product. This return window starts from the day the product is marked as delivered by the courier company.




Why this rule exists:

• The 7-day timeframe is essential for maintaining product quality, warehouse coordination, and service efficiency. Beyond this window, the likelihood of the product being mishandled, used, or kept improperly increases, which may affect its return eligibility.
• How it works:
• 1. The delivery date is confirmed via our logistics partner’s tracking information.
• 2. If a customer wishes to return the item, they must send a return request to our official support email: support@nexoqus.com
• 3. The request must be made within 7 days of delivery. Late requests are not accepted under standard policy.
• "This rule is not just a formality, it defines whether a return can even begin."

1.2 Express Shipping Does Not Extend Return Timelines

Nexoqus offer express shipping by default that means your product reaches you faster. But it’s important to clarify that express delivery does not change the return eligibility window.

• No confusion here - fast shipping does not mean more time to return.
• The same rule applies across all orders:
• - Standard shipping product? 7-day return window.
• - Express shipping product?  Still 7-day return window.

Customers sometimes assume that a faster delivery justifies a longer decision period but that's not the case. Regardless of how quickly your order arrives, you must initiate any return request within 7 calendar days from the delivery date.

This rule ensures that the return process remains standardized and manageable across all regions and shipping types.

1.3 Returns Accepted Only for Unused Items in Original Condition

Eligibility for a return isn’t just about the timing it's also about the product’s condition.

• We only accept returns if the product:
• 1. Is completely unused
• 2. Comes back in its original packaging
• 3. Is undamaged, untampered, and has all tags intact
• If any of the following is noticed, the return is rejected:
• - Product has been worn or used (even lightly)
• - Packaging is torn or damaged
• - Accessories or parts are missing
• - Safety seals have been broken (if applicable)

Exception:

The only time used or opened items may be accepted for return is when they are damaged or defective on arrival. Even then, customers must submit photo or video proof of the issue within 7 days.

Why we’re strict on this:

We want every customer to receive a fresh, untouched product. Accepting used returns puts that promise at risk so we protect our future buyers by maintaining this non-negotiable rule.

1.4 Late Return Requests Are Not Accepted Without Valid Reason

Let’s be direct if a return request reaches us after the 7-day window, we do not accept it under normal conditions. which define return rights and eligibility extensions.

For more details on exceptional cases, please review our Terms and Conditions(T&C)

• Why? Because:
• 1. Late returns increase the chance of product misuse
• 2. Our warehouse systems are optimized for a 7-day return cycle
• 3. It ensures fairness and consistency across all customers
• But we’re still human we know exceptions exist.
• In rare, justified cases, if a customer has a valid reason for missing the 7-day deadline, we may review the request manually. Examples could include:
• 1. Medical emergencies
• 2. Delivery confirmation errors
• 3. Unforeseen personal situations
• Even then, acceptance of a late return depends entirely on internal approval, backed by proof.
• How to apply for an exception:
• - Send a detailed explanation to support@nexoqus.com
• - Attach any relevant documentation (e.g. hospital slip, tracking issue screenshots)
• - Our team will review and respond within 24–48 hours

Defective Product Return Timeline




In the event that a product arrives damaged or defective, customers must raise a return or replacement request within 7 calendar days of delivery. The request must include clear photographic or video evidence of the defect, along with the original packaging, labels, and stickers intact. This ensures timely inspection, verification and a smooth replacement or refund process without delays.

2. Visual Proof & Evidence Policy

We strongly believe in offering a fair, transparent, and hassle-free return process not just for our customers but also to protect the integrity of our brand. That’s why the Visual Proof & Evidence Policy plays a central role in our returns system. It acts as a bridge between the customer's claim and our internal review team’s verification process. Submitting clear, valid, and timely photo proof is not an optional part of the process it is mandatory for all returns, especially in cases of defective, incorrect products or If your product arrives damaged, you can request a return using our refund process guide explained below.

We’ve made this system to ensure that every return is backed by real evidence, not assumptions. Below is a complete, detailed explanation of each part of our Visual Proof Policy.

2.1 Photo Proof is Mandatory for Returns (Especially for Damaged Products)

Whenever a customer receives a product that is damaged, defective, or not what they ordered, we require them to submit visual evidence of the issue. This policy is not only in place to prevent misuse but also to help our internal team understand the actual problem without needing to physically inspect the product at the first step. It saves time for both parties and helps us act faster.

For any return request to be valid, customers must send clear photographs that capture the issue accurately. These images should be emailed to our official support email: support@nexoqus.com, and this must be done within 7 calendar days from the date of delivery. This timeframe aligns with our return eligibility window.

Visual evidence is the first checkpoint in processing your return. Without it, we cannot proceed. Whether the issue is minor or major such as a cracked part, missing item, wrong product, or product damage the claim must be visually backed. Verbal complaints or text descriptions are not sufficient on their own. Photo evidence is what allows us to initiate the process confidently and fairly.

You can learn more about product damage claims and acceptable proof under our Product Damage Policy .

2.2 Quality of Photo Matters: Clear, Close-Up, and Well-Lit Images Are Required

Providing proof is not just about clicking any random image and sending it it’s about capturing the issue in a way that helps our team clearly identify and understand what went wrong. That’s why photo quality matters significantly. If a customer submits unclear, blurry, or dark images, they risk having their return request delayed or even rejected due to insufficient proof.

• To ensure your photo proof meets our standards, here’s what you should follow:
• 1. The image must be sharp and focused, not blurry.
• 2. Lighting should be bright enough to show the product and the issue clearly.
• 3. There should be a close-up image of the problem (like a broken part, wrong label, or defect).
• 4. Along with that, we also need a full product image to understand the overall state and packaging.

For example, if a product arrives with a cracked component, customers should provide two types of images: one showing the full product in its packaging, and another zoomed-in shot of the crack itself. These two views help us validate whether the damage was caused before or during transit.

Poor-quality images make it impossible to make a judgment. We’ve often seen cases where customers shared images in dark lighting or with the flash reflecting off surfaces, which hides the actual issue. In such situations, we may ask for better photos and if not provided, the return request may be marked invalid.

This process is not designed to burden customers it’s designed to protect everyone’s interests. Good images help you get faster solutions, and they help us maintain accuracy and fairness

2.3 Mandatory: Order ID, Issue Description & Image Attachment

• Understanding how to return a product is simple and straightforward with QSX. A return request is not complete without three core elements:
• 1. Your order ID,
• 2. A short explanation of the issue, and
• 3. Clear images showing the problem.

When a customer submits a return request email to us, they must include all three.

The Order ID helps us locate the purchase in our system, verify customer details and delivery status, and match it to the claimed product. Without this ID, we have no way of verifying the purchase.

Next, the issue description plays a key role. While images show us the problem visually, your explanation gives us context such as “the screen has a horizontal line across it after switching on” or “the product was already broken when I opened the box.” This makes our job easier and faster because we know exactly what to look for in the pictures.

Finally, attaching the correct images in the right format is essential. All images should be either .JPG or .PNG, clear, well-lit, and preferably below 5MB per file. Multiple photos are allowed and even encouraged if the issue is visible from different angles.

If a customer sends just a photo without an order ID or description, their return request will be marked as incomplete, and they will be asked to resubmit. Similarly, if the order ID is sent with a message like “wrong product” but no image is attached, the process cannot proceed.

Our support team is always ready to assist, but the customer’s responsibility is to ensure the return request is complete and correct before submission. This saves time and avoids unnecessary email back-and-forths.

2.4 Rejection of Return Due to Unclear, Blurry or Manipulated Proof

QSX takes return policy abuse very seriously. That's why we have a zero-tolerance policy for falsified, edited, or misleading visual proof. If we detect or suspect that the images submitted:

• 1. Are blurry or too dark to assess the issue
• 2. Do not actually show the claimed problem
• 3. Appear to be edited, cropped, or manipulated to mislead the review team
• 4. Or look like they have been taken from the internet or another source

then we reserve the full right to reject the return request without further discussion.

In several past incidents across the eCommerce industry, some customers have tried to abuse return policies by submitting manipulated images. To protect the integrity of our return system and maintain fairness for genuine customers, we conduct a strict quality check on all visual evidence submitted.

In cases where the image is too poor in quality to be validated such as unclear photos or reflective glare we may email the customer and request new images. However, if the customer fails to provide valid images even after follow-up, the return will be denied.

In rare cases, we also escalate such situations to internal fraud prevention teams to track repeat offenses or pattern abuse. This policy ensures that our genuine customers get quick solutions, while unfair practices are filtered out firmly.

3. Return Review Process & Criteria

We believe that trust is built not just through great products, but through the way we handle issues when something goes wrong. That’s why our Return Review Process is designed with precision, care, and fairness. We don’t treat return or damage requests as mere tickets in a system we treat them as individual human concerns that deserve thoughtful evaluation.

Our policy avoids automated decisions. Instead, every return or refund claim is manually reviewed by our trained team. This human-led review process allows us to differentiate between genuine issues and misuse attempts, and ensures that no customer is denied their rightful solution or granted one undeservedly. Below is a detailed explanation of how we handle every return request step by step.

3.1 Manual Review is the Core of Our Return System

Whenever a customer raises a return, refund, or damage complaint, the first step is not an automated approval or rejection instead, it is a manual review by the QSX support team. Each request goes through a human-led verification system where the following parameters are checked carefully:

• 1. The customer’s Order ID is verified in our system to confirm authenticity.
• 2. The photo or video proof submitted by the customer is carefully analyzed by our visual assessment team.
• 3. The delivery timeline is validated to ensure the return request is within the eligibility window.
• 4. If needed, our team may ask for additional evidence, such as photos of packaging, invoice slips, or product labels to eliminate any doubt.

We believe no two requests are the same. A damaged smartwatch and a missing cable may both be return issues but the context, customer behavior, and evidence can vary widely. That’s why we don’t use templates or bots to approve returns. Each case is individually examined to maintain fairness, accuracy, and consistency.

This process ensures that customers with real issues are heard and at the same time, protects QSX from fraud, which is unfortunately common in global eCommerce.

3.2 No Automation in Approvals – Every Case is Individually Evaluated

In today’s fast-paced world, many platforms use AI to instantly accept or reject return requests. But at QSX, we intentionally do not automate this step. Every return/damage request goes through multiple layers of human review before a final decision is made.

• Here’s why automation is not used in our return decision-making:
• 1. Every return has unique circumstances: Damage could be due to transit, manufacturing, or customer mishandling AI cannot always differentiate.
• 2. Image proof needs visual interpretation, which is best handled by human reviewers.
• 3. Automated systems can be easily exploited by false uploads or manipulated data.
• 4. And most importantly, customer experience suffers when a valid return is wrongly denied by a system.

Instead, our support agents and quality control team work together to make fair, case-by-case decisions. This ensures genuine returns are approved quickly, and questionable requests are flagged for deeper review.

Also, if a customer provides strong proof and explanation, they’re more likely to receive a faster response since we prioritize clarity and evidence in our review process.

3.3 Final Decision is Taken After Multi-Layer Human Review

After collecting and verifying all submitted materials such as order ID, return reason, visual proof, and delivery status the final decision on whether to approve or reject the return is taken by our internal support and quality assurance team.

• Here’s how the layered process works:
• Step 1 – Initial Request Collection: The system captures the customer’s return email or form along with attachments.
• Step 2 – Support Review: A support executive reviews the basic data and confirms whether the claim meets initial eligibility criteria.
• Step 3 – Visual Assessment: The photos or videos are sent to our quality control team, which checks them for clarity, proof of issue, and packaging status.
• Step 4 – Cross Verification: Order data is matched with warehouse records (like weight, tracking logs, etc.) to prevent false claims.
• Step 5 – Final Decision: Based on the above, a senior reviewer or manager gives the final green signal for refund, replacement, or rejection.

The entire process is designed to be transparent, yet strict so only genuine customers benefit from our policies. The decision made by the QSX team is backed by documented evaluation, and is considered final unless valid escalation is made (explained below).

This manual decision-making structure may take a little more time than auto-approvals, but it gives better, fairer results for both customers and the brand. If you wish to understand how customer disputes are handled, please refer to our Dispute Resolution Policy .

3.4 Appeals are Allowed, but Require New Evidence

If a customer’s return or refund request is denied, that doesn’t mean they are left helpless. QSX allows every customer to appeal the decision once but the appeal must be backed by valid new proof or a strong justification.

• Here’s how to make an appeal:
• 1. The customer must reply to the rejection email with additional photos or videos that clearly prove the issue.
• 2. The email should include a short explanation of why they believe the earlier review may have missed something for example, “The crack is only visible from another angle” or “This label was under the box.”
• 3. The request should also clearly explain what new evidence has been attached and why it matters.

 Once received, our team will re-review the entire case, this time with the additional evidence. The case will be handled by a separate review agent from the original one to ensure neutrality.

However, please note: the final decision after the appeal is binding. If after full review, the request still doesn’t meet our policy, it will not be accepted. We urge customers to respect this outcome and understand that all decisions are based on visible, verifiable facts, not assumptions.

This appeal system ensures customers are not left unheard and also ensures that honesty and proof-based claims are rewarded.

4. Refunds & Replacements

Our priority is to build customer confidence not just when orders are placed, but especially when things don’t go as planned. Whether an item arrives damaged, the wrong variant is delivered, or a product just doesn’t meet expectations we handle every case with care, clarity, and complete transparency.

That’s why our refund and replacement process is designed to be fair, responsive, and aligned with industry best practices but most importantly, tailored to real-life situations our customers may face. The goal is simple: genuine issues get solved without unnecessary friction, and clear communication ensures customers always know what to expect.

4.1 Refund or Replacement: What Happens After Approval

Once a return request is approved by our review team, QSX takes the next step by evaluating whether a refund or a replacement is the more appropriate resolution. This is not done randomly  it's a case-by-case decision, based on:

• 1. The type of issue (e.g., is the product defective, damaged in transit, or simply the wrong variant?)
• 2. The availability of inventory (can we send a replacement from our stock, or is the item sold out?)
• 3. The severity of inconvenience caused to the customer.
• 4. The customer’s preference, if expressed clearly and reasonably.
• Let’s look at some examples:
• - If a customer received a defective smartwatch that isn’t powering on, and we have the same model in stock a replacement may be sent without asking the customer to return the faulty piece.
• - If the product delivered was a completely different variant or size, we may offer a choice: replacement (if available) or full refund.
• - If the item was damaged in shipping, and packaging confirms the issue, then we decide based on the extent of damage and customer expectations.

 Whatever the case, the decision is manually reviewed and documented. No automated reply is sent. The final outcome is always communicated clearly through email, stating:

• - Whether a refund or replacement will be issued.
• -The timeline expected for each.
• - Any steps the customer needs to follow (like sending the item back, if applicable).

This ensures that no customer is left guessing and every solution is transparent, fair and fast.

4.2 Refund Timelines: What to Expect

Once a refund has been approved, we do not delay in processing it. We understand how important it is for customers to see their money returned especially after a disappointing experience. That’s why our internal policy is to initiate refunds within 5–10 business days after: Refund timelines may also depend on delivery timelines outlined in our Shipping & Delivery Policy .

• - The product has been received back and verified for eligibility.
• - Or in certain damage/missing scenarios, immediately after the case is approved (without return required).

However, while we initiate the refund quickly, the actual crediting of the amount to the customer’s account depends on their payment provider.

• Here's what that means:
• 1. UPI Refunds: Usually credited within 1–3 days post initiation.
• 2. Credit/Debit Cards:May take 5–10 business days as banks have slower reversal mechanisms.
• 3. PayPal: Usually reversed in 3–5 business days, with email confirmation from PayPal.
• 4. Wallets/Other Gateways: Timeline varies depending on the provider (e.g. Shop Pay, Stripe, Adyen Payments).

We always provide refund initiation confirmation to the customer, so they know the process has started and also provide a Refund Reference Number (if available) that they can use with their bank or payment gateway in case of any delays.

If any refund takes longer than expected, our support team is always available at support@nexoqus.com to escalate the matter and get real-time updates from the payment provider.

In summary, while our side of the refund process is swift, the actual credit depends on the payment partner, and we’re happy to assist throughout.

4.3 Full Refund vs Deductions: When Do You Get 100% Back?

QSX believes in 100% refunds in cases where the mistake is on our end such as delivering a defective product, sending the wrong item, or packaging errors. However, in scenarios where the return is due to a change of mind, personal dislike, or non-product-related reason, we reserve the right to deduct return shipping costs.

• Cases Where Full Refund (Including Shipping) is Given:
• 1. Product is damaged on arrival (with valid proof).
• 2. Wrong product or wrong variant shipped (e.g., wrong color, model).
• 3. Manufacturing defect that makes product unusable.
• 4. Product arrived after 30+ days of order due to fault on courier/warehouse side.

In these cases, the customer is not charged anything for return shipping. In fact, they may be provided a prepaid return label or a pickup may be arranged.

• - Cases Where Partial Refund is Given (Return Shipping Deducted):
• - Product was exactly as ordered, but customer changed their mind.
• - Item returned without valid reason (e.g., “I thought it would be bigger” but product description was accurate).
• - Return initiated late but approved under exception (in rare cases).

In such situations, only the product cost is refunded, and actual two-way shipping charges may be deducted from the total. Nexoqus always inform the customer before deduction, and include a refund breakdown in the confirmation email.

As a policy, we never apply hidden fees. Every deduction is clearly explained and linked to either shipping logistics or policy breach.

Once the returned product is received and inspected, the refund is immediately initiated, usually within 24–48 hours of inspection. If the item is found to be misused or tampered with, the refund may be declined and the product returned back to the sender.

This approach ensures a fair balance between customer satisfaction and business sustainability.

4.4 Refunds are Always Sent to the Original Payment Method

To maintain transaction security and prevent fraud, all refunds at QSX are only processed back to the original mode of payment. This is a strict part of our internal compliance and financial control.

• This means:
• 1. If you paid using UPI, the refund goes back to the same UPI ID.
• 2. If you used a credit or debit card, the amount will return to the same card.
• 3. If your payment was through PayPal, refund is sent directly to your PayPal account.

We do not allow refunds to be redirected to another account, another bank, or third-party names even if requested by the customer This is done to prevent:

• 1. Money laundering
• 2. Fraudulent transactions
• 3. Account mismatches
• 4. Disputes and reversals

It also helps us track every refund trail clearly in our system. Once a refund is issued, an email receipt is sent with the transaction ID and refund reference number.

If for any reason the payment method used is inactive (e.g., closed card), the customer’s bank will usually reroute the amount to their linked account but in rare cases, it may fail. If so, the customer must coordinate with their bank or gateway for retrieval. We also assist with documentation if needed.

So, for faster and safer refunds we recommend customers use active and verified payment methods, and avoid third-party wallets that are unverified or restricted. Please review our Payment Policy for details on accepted payment methods and refund security.

5. Misuse Protection & Rejection Policy

In order to maintain trust, fairness, and the highest standards of customer experience, QSX has a strict Misuse Protection & Rejection Policy in place. This ensures that every return or refund request is evaluated with precision and integrity, and that no customer, honest or otherwise, is given unfair advantage or subjected to loopholes that could disrupt the system. The following paragraphs explain the four major areas of concern and how we handle them in our return system.

Whenever a return request is received with a questionable or inconsistent reason, our first step is to analyze the submitted photo or video evidence very carefully. There are rare situations where customers might raise a false concern for example, claiming that an item is broken when the submitted image shows no visible damage, or stating that the wrong product was sent even though the order details match the delivery item. In such situations, our manual review team cross-checks the order ID, delivery proof, and the evidence provided by the customer. If it becomes evident that the return reason is invalid, or if the proof is incomplete or manipulated, we reserve the right to decline the return or refund request. Our system is built to ensure honesty and avoid abuse, and that’s why we do not rely on automated approvals. Each case is reviewed in depth, allowing us to take a transparent and fair decision without bias. We respect our customers' concerns but we also ensure that this respect is not exploited.

Another very important part of our return eligibility process involves product condition at the time of return. If a customer has removed the product’s original tags, used it even slightly, or modified the packaging, we consider the item to be no longer in original condition. Such returns are not accepted, especially in cases where the return reason is “change of mind” or “no longer needed.” Our policy clearly states that returns are only approved when the product is sent back in unused, unwashed, and untampered condition, along with all original accessories, manuals, or packaging. This ensures that the returned product can still be reused, restocked, or recycled without quality compromise. We advise all our customers to be cautious before opening, using, or handling a product if they are unsure whether they will keep it, since used items are strictly not eligible for return under any circumstances except when there is a verified case of manufacturer defect or damage on arrival.

Repetitive misuse of the return system is taken very seriously. If a customer repeatedly submits false return requests, provides altered images, or makes unrealistic claims, the system automatically flags such activity for review. Every case is individually assessed to ensure fairness. Verified misuse may result in preventive measures such as account review, temporary suspension, or restriction of future return privileges.

While QSX remains fully committed to a customer-first experience, protecting the trust and safety of genuine buyers and partner sellers is equally important. These steps ensure that the platform stays fair, transparent, and reliable for everyone.

In cases where a returned product appears to be intentionally damaged, our return and quality teams investigate the incident thoroughly. This includes evaluating the type and pattern of damage, checking whether the product passed all quality checks before delivery, and analyzing the context of the return request. If the damage is found to be unnatural, forced, or deliberately caused after delivery, the return is immediately rejected. This step is non-negotiable, as QSX maintains a zero-tolerance policy against product tampering or deception. Every return request goes through physical and digital verification, and we take all necessary actions to identify the source and nature of the damage. Our belief is simple: honesty from the customer will always be respected and rewarded; misuse, no matter how small, will be identified and acted upon with full seriousness. We’ve built our system on transparency, fairness, and long-term trust, and these standards guide every single case we process.

QSX is committed to maintaining a fair, transparent, and secure shopping experience. For any further assistance or clarification regarding this policy, feel free to contact us at support@nexoqus.com or visit our Privacy Notice for data-related queries, we’re here to help.