Return & Dispute Policy
Effective date: October 4, 2026
This policy explains how returns, exchanges, cancellations, fake-order reports, and disputes may be handled through NexaMart Xomali.
1. General Rule
Return and exchange eligibility may depend on the policy selected by the relevant business and the circumstances of the order.
Resellers and businesses must communicate applicable return and exchange conditions accurately.
2. Eligible Return or Exchange Reasons
A return or exchange may be considered where, for example:
- The wrong product was delivered.
- The delivered quantity was incorrect.
- The product arrived damaged or defective.
- The product materially differs from its description or images.
- Another valid reason is covered by the business or product return policy.
3. Non-Eligible Returns
A return may be refused where there is no valid return right under the applicable product policy, where the product has been intentionally damaged, or where the request appears fraudulent or abusive.
4. Order Cancellation
An order may be cancelled before completion where cancellation is reasonably possible under the order status and the applicable business process.
Once an order has been dispatched or delivered, cancellation may no longer be possible and the applicable return or exchange process may apply instead.
5. Reseller Responsibility
Resellers must enter accurate customer information and must not create fake, duplicate, test, or unauthorized orders.
If an order is shown to be fake or intentionally misleading, NexaMart may remove related reseller earnings and may restrict or block the reseller account.
6. Business Responsibility
Businesses are responsible for accurately processing accepted orders and for following the return or exchange policy associated with their products.
A business must not falsely mark a valid order as cancelled, returned, failed, or incomplete in order to avoid reseller earnings or other platform obligations.
7. Fake Order Reports
A business may report an order as suspicious or fake where there is a reasonable basis to believe that the customer information is false, the order was not authorized, or the reseller intentionally created an invalid order.
Repeated fake-order reports involving the same reseller may lead to account review, restriction, suspension, or blocking.
8. Disputes Between Resellers and Businesses
If a reseller and business disagree about an order, NexaMart may review relevant information before making a platform decision.
Relevant information may include:
- Order creation and status history.
- Product information and listed price.
- Customer and delivery information.
- Return or cancellation records.
- Messages or support records available to NexaMart.
- Evidence provided by the reseller or business.
9. Reseller Earnings During a Dispute
Reseller earnings related to a disputed order may remain pending while the dispute is reviewed.
If an order is cancelled, returned, fraudulent, or determined not to qualify for reseller earnings, NexaMart may remove or adjust the related pending earnings.
10. Completed Orders
Reseller earnings may become eligible after the order is successfully completed according to the NexaMart order process.
NexaMart may correct a balance if an order status is later shown to have been recorded incorrectly.
11. Evidence and Cooperation
Resellers and businesses should provide truthful and relevant information when NexaMart requests information about a dispute.
Providing false evidence or intentionally hiding important information may result in account restrictions.
12. Customer Information
Customer information used during a return or dispute must only be used as necessary to resolve the relevant order issue.
Customer information must not be publicly disclosed or used for unrelated purposes.
13. Abuse of the Return or Dispute Process
Users must not:
- Create false disputes.
- Submit fake return requests.
- Manipulate order status.
- Provide false evidence.
- Use disputes to unfairly obtain money or products.
- Use threats or harassment during dispute resolution.
14. NexaMart Review
NexaMart may review account activity, order history, platform records, and relevant evidence when handling a dispute or suspicious order.
NexaMart may temporarily restrict an account or hold related earnings while serious fraud or abuse concerns are investigated.
15. Platform Decision
Where NexaMart is required to make an internal platform decision, the decision will be based on the available records, platform rules, and the evidence reasonably available at the time.
A NexaMart platform decision does not remove any rights or obligations that may exist under applicable law.
16. Account Actions
Serious or repeated abuse of the order, return, or dispute process may result in warning, restriction, suspension, or permanent account blocking.
17. Changes to This Policy
NexaMart may update this Return & Dispute Policy as the platform develops or when operational or applicable requirements change.
18. Contact NexaMart
A reseller or business that needs help with an order, return, or dispute may contact NexaMart Support.
Read NexaMart Terms & Conditions
This policy forms part of the rules governing the use of NexaMart Xomali.