Contact Nexa Cartel as soon as possible. Eligibility depends on the product or service, its status and the terms confirmed before payment.

1. Cancellations before dispatch

A purchase may be cancelled before dispatch or special sourcing. If cancellation is possible, we will confirm the applicable refund. Disclosed and lawfully applicable non-recoverable charges may be deducted.

2. Product returns and problems

Inspect products promptly and contact us without unreasonable delay if an item is incorrect, delivery-damaged, materially different from its description or appears defective. Photos, packaging details or an inspection may be required before a repair, replacement, return or refund is confirmed.

Approved change-of-mind returns must normally be unused, complete, clean and in original saleable condition. Opened, fitted, used, washed or contaminated baby gear may be excluded for safety and hygiene reasons. This does not remove remedies that cannot lawfully be excluded.

3. Rental cancellations and changes

The cancellation deadline, reservation charge and refundable amount will be shown or confirmed before payment. Date changes depend on availability. Unused rental time caused by late collection, early return or customer travel changes is not normally refundable unless agreed otherwise. If we cannot provide the confirmed item, we will offer a suitable alternative or refund the affected amount.

4. Deposits, late returns and damage

A refundable security deposit is released after timely return and inspection. Reasonable deductions may apply for missing parts, abnormal cleaning, avoidable damage, loss or unpaid late charges. Normal wear from correct use is not treated as damage.

5. Cleaning services

Rescheduling and cancellation depend on the timing and travel arrangements confirmed with the booking. Reasonable travel or specifically incurred treatment costs may not be refundable after work or travel has begun. If Nexa Cartel cancels and cannot offer a suitable replacement appointment, prepaid amounts for the unprovided service will be refunded.

Cleaning does not guarantee removal of every permanent stain, odour or pre-existing defect.

6. Used-gear offers

A photo-based estimate is provisional and may be revised or withdrawn after inspection if the age, model, labels, history, completeness, safety or condition differs from the submitted information.

7. Refund method

Approved refunds are normally returned through the original payment method. Bank-transfer refunds require verified payer account details. Bank and payment-provider processing times apply after the refund is issued.

8. Contact and legal rights

Send the order reference, name, issue and supporting photos through the Contact Us page. Nothing in this policy limits rights or remedies that cannot be excluded under applicable Sri Lankan law.