Refund policy
Business Details
Nexara Living Registered business name of World of Shisha PTY LTD ABN: 83 656 958 468
Operating Address: 108 Bundall Road, Bundall QLD 4217, Australia
Phone: +61 490 118 357
Email: sales@nexaraliving.com
Customer Support Hours: Mon–Fri 9am–5pm AEST
Returns & Refunds
We offer a 30-day return policy, meaning you have 30 days after receiving your order to request a return. To be eligible, items must be unused, in their original packaging, and include proof of purchase.
1. Defective, Damaged or Incorrect Goods
- Restocking Fee: $0.00 (None)
- Return Shipping: $0.00 (We provide a prepaid label or replacement at no cost to you)
- Process: In most cases, we offer replacements or refunds without requiring a return. For international customers, we provide local return addresses where possible.
2. Change of Mind Returns
- Restocking Fee: $0.00 (None)
- Return Postage Fee: $8.50 AUD (Deducted from your refund)
- Important: To ensure your return is routed correctly, do not ship the item blindly. We will provide a prepaid return label for your convenience once your request is approved. The $8.50 postage fee covers this service.
Return Hub (Australia): Nexara Living PO Box 59, Chevron Island QLD 4217, Australia
Phone: +61 490 118 357 (Support & Carrier Coordination Only)
Shipping & Fulfillment
Orders are processed within 1–3 business days and ship from our global express partner fulfillment centers.
- Australia & NZ: 7–12 business days
- USA & Canada: 7–14 business days
- UK & Europe: 8–14 business days
Note: For customer convenience, returns may be routed through regional warehouses in the AU, US, UK, or EU depending on the item and supplier.
How to Start a Return
Do not send items back without an approved RMA. You can initiate your return via:
- Online Portal: https://www.nexaraliving.com/apps/17TRACK/returnpage
- Email: sales@nexaraliving.com with your order number.
Once approved, we will provide the correct return label and destination instructions.
Exchanges & Refunds
- Exchanges: Return the item for a refund and place a new order for the desired product.
- Refunds: Approved refunds are issued to the original payment method within 10 business days.
- EU 14-Day Cooling-Off Period: Customers in the EU have the right to cancel/return within 14 days of receipt for any reason.
Contact
Email: sales@nexaraliving.com
Phone: +61 490 118 357
Address: 108 Bundall Road, Bundall QLD 4217, Australia
Currency Conversion & International Rates: All fixed fees (including our $8.50 shipping fee, $50 free shipping threshold, and $8.50 return postage fee) are based on Australian Dollars (AUD). For customers shopping in other currencies (USD, GBP, EUR, etc.), these amounts will be automatically converted at checkout