NVG

Refund & Return Policy

Refund & Return Policy

Last Updated: 20 August 2026

NEXA VISION GROUP PTE LTD takes reasonable care to ensure that products are supplied accurately and in satisfactory condition.

1. Change of Mind

We generally do not provide refunds, returns or exchanges for change-of-mind purchases, except where required by applicable law or expressly agreed by us.

This includes where a customer:

  • changes their mind after ordering;
  • orders the wrong product or quantity;
  • no longer requires the product;
  • dislikes the taste, style or presentation;
  • finds the product elsewhere at a lower price; or
  • fails to review the product information before purchasing.

2. Alcoholic Beverages

For product integrity, safety and quality-control reasons, alcoholic beverages that have been delivered and accepted generally cannot be returned or exchanged due to change of mind.

Opened, partially consumed, tampered-with, improperly stored or customer-damaged products generally cannot be returned.

3. Damaged, Defective or Incorrect Products

If you receive a materially damaged, defective or incorrect product, please contact us as soon as reasonably practicable after delivery.

We may request:

  • Order number
  • Photographs/videos
  • Photographs of packaging
  • Product/batch information
  • Delivery information
  • Other reasonable evidence necessary to investigate the claim

Please retain the affected product and original packaging while the matter is being investigated.

4. Available Remedies

Where we determine that a claim is valid, an appropriate remedy may include:

  • Replacement
  • Exchange
  • Store credit
  • Partial refund
  • Full refund

The appropriate remedy will depend on the circumstances and applicable legal requirements.

5. Non-Returnable Items

Subject to applicable law, the following are generally non-returnable:

  • Opened or partially consumed alcohol
  • Customised/personalised products
  • Specially sourced products
  • Corporate/bulk orders procured specifically for a customer
  • Perishable products
  • Products damaged after delivery
  • Tampered or altered products
  • Clearance/final-sale products where disclosed before purchase

6. Cancellation

Cancellation requests should be made as soon as possible.

An order is not cancelled until NEXA confirms the cancellation.

Once an order has been processed, packed, customised, specially sourced or dispatched, we may decline cancellation except where required by law.

7. Refund Processing

Approved refunds will generally be returned through the original payment method.

Processing times depend on the customer’s bank, card issuer or payment provider.

Any processing delay after the refund has been submitted to the financial institution or payment provider is outside our direct control.

Original delivery and fulfilment charges may be non-refundable except where required by law or where the refund results from an error attributable to us.

8. Statutory Rights

Nothing in this policy is intended to exclude, restrict or modify any consumer right or remedy that cannot lawfully be excluded under Singapore law.