Refund and Returns Policy

Overview

NS Agora is committed to providing our customers with high-quality products and exceptional customer service. If for any reason you are not completely satisfied with your purchase, we offer a hassle-free returns and exchanges policy.

Our “no hassle refunds and returns” policy lasts 7 days. If 7 days have passed since your purchase, we can’t automatically offer you a full refund or exchange.*

*To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and without evidence of having been unboxed/unpacked or opened.

General Policy:

We offer returns and exchanges on all items for 1 week, after which we will only return the item if it is defective. The item must be unopened and packaging undamaged( if the customer receives damaged packaging they must contact us within the first 24 hours after delivery or must refuse the delivery if the damage is visible upon delivery). All exchanges and undefective goods require the customer pay return shipping. Shipping is non refundable. Following our courier delivering the parcel back to us we will process the return within a week, we will make the deposit back into the customers account within that period but the banks may only reflect payment received in their standard time window. If an item is returned or exchanged that is non defective a restocking fee applies (15% the vat inclusive sales price of the item).

Initiating a Return:

To initiate a return, customers must contact [email protected] and provide their order number. They may be asked to verify their identity via their communication channels if they are contacting us via a method not on record for the user. They will be required to detail the reason, following which they will have to confirm they understand this policy and whether they wish to proceed. Their return details will be confirmed and the return will be logged with our courier as per the requested details and information.

Additional non-returnable items:

Gift cards
Custom sourced, bespoke or built orders. i.e., custom assembled computers, specially requested by customers who reached out to our team.
Some health and personal care items

Shipping Insurance:

Shipping insurance is also non-refundable. Shipping insurance is paid by the customer.

To complete your return, we require a receipt or proof of purchase. This can be in the form of an invoice copy sent to you at time of purchase and upon delivery.

Please do not send your purchase back to the manufacturer prior to consulting us, we will typically arrange returns to manufacturers.

There are certain situations where only partial refunds are granted:

Books with obvious signs of use.
Any item not in its original condition, is damaged or missing parts for reasons not due to our or our supplier’s error.
Any item that is returned more than 7 days after delivery.
An item that has evidence of use.
An item that has evidence of being removed from packaging.
An item has damaged packaging not reported at time of delivery. (In cases whereby packaging is damaged before reception of goods by the customer, it is the customers responsibility to please reject the delivery and notify us at [email protected]).

Refunds

Once the return is received and inspected, we will send you an email to notify you that we have received the returned item. We will also notify you of the approval or rejection of the refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a week of receiving the item at our offices.

Conditions for Accepting Returns:

We will accept return and exchanges on unopened items with a restocking fee applicable. The customer will be required to pay for return shipping, and the original shipping cost is non-refundable. If, however, the item is defective and within the warranty period, the replacement item or refund will not attract a delivery fee, and the original shipping charge will be refunded.

Late or missing refunds

If you haven’t received a refund yet, please check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact the bank. There is often some processing time before a refund is posted.

If you’ve done all of this and still have not received your refund yet, please contact us at [email protected].

Sale items

Only regular priced items will be guaranteed full value refunds. Sale items cannot be refunded without reason without incurring a return penalty of 15% onto the vat incl sale price.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item if an item is not defective. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. Alternatively you may arrange with your own courier to handle the return to our offices once approved by our team, we just require the tracking information and delivery window.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Rejected refunds:

If your item lies outside of our manufactures warranty period or the item is found to be damaged by the user we will reject the return, if the return or exchange fails to comply with the above requirements our team will reach out to the customer to arrange shipment of the received goods back to the customer.

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