EXCHANGE POLICY

Last updated on: 24th May 2026

• 1.

  GENERAL

• 1.1

  The website https://shopnexusone.com/ ("Website") together with the related mobile application (if any) (collectively called the "Platform") is maintained, managed and operated by Shopsense Retail Technologies Limited ("we", "us" or "our").

• 1.2

  The Platform is an e-commerce marketplace, through which sellers who are occupants within Nexus-branded physical shopping malls in India (each, a "Seller") sell or offer for sale their products ("Products") to users of the Platform ("User(s)", "you" or "your").

• 1.3

  This exchange policy ("Policy"), read together with the Terms of Use read along with other policies as available on the Platform, governs the procedures and conditions for exchange of Product(s).

• 1.4

  An exchange ("Exchange") allows a User to return an eligible delivered Product and receive a replacement Product. An Exchange may involve a change in size, colour, variant, or where permitted a different Product, subject to availability, eligibility criteria, and applicable pricing adjustments.

• 1.5

  When an exchange is initiated, it is processed as two linked transactions: the return of the original Product and the placement of a new order for the replacement. Both transactions are tied to a single Exchange ID for consolidated tracking.

• 1.6

  Please note that Exchanges operate at the shipment level. If an order contains multiple shipments, a separate exchange request must be raised for each shipment.

• 2.

  APPLICABILITY POLICY

• 2.1

  By using the Platform and/or initiating a purchase on the Platform, you agree to be bound by this Policy.

• 2.2

  We encourage you to read and understand this Policy carefully and reserve the right to amend this Policy at any time; the revised version will be effective from the date of publication on the Platform. Continued use of the Platform after such amendment constitutes your acceptance of the revised Policy.

• 2.3

  Unless expressly stated otherwise on the Platform or on Product display page, any warranty applicable to a Product shall be provided by the relevant Seller or manufacturer in accordance with the applicable warranty terms.

• 3.

  TERMS OF EXCHANGE OF PRODUCTS

• 3.1

  Exchange of Product(s)

• a)

  An exchange can only be initiated once the order has been marked as “Delivered” in our systems by the logistics partner. The exchange option will not be available for orders that are still in transit or awaiting delivery.

• b)

  Every Product and category has a defined exchange window, measured in days from the date of delivery ("Exchange Period"). The applicable Exchange Period will be displayed on the relevant Product display page prior to purchase, on the Platform. Once the Exchange Period has closed, the exchange option will no longer be available for that order.

• c)

  You may initiate a request for exchange of a Product by clicking on “My Orders” tab on the Platform, selecting the relevant delivered order and thereafter clicking the “Exchange” button. You will be required to: (i) select the Product(s) from the shipment to be exchanged; (ii) choose a reason for the exchange from the predefined list (where a reason such as 'Product received is damaged' is selected, a supporting photograph must be uploaded before the request can proceed); (iii) confirm or update the pick-up address; (iv) select the replacement Product (different size, variant, or Product as applicable); (v) review the full cost breakdown; and (vi) submit the Exchange request.

• d)

  Depending on the Product, one of the following exchange types will apply:

• i.

  Only Size — exchange for the same Product in a different size.

• ii.

  Size and Variant — exchange for a different size or variant (e.g. colour) of the same Product.

• iii.

  All Products — exchange for any available Product, where applicable.

• Note: Exchanging a Product for the exact same size and variant originally delivered is not supported. A different size or variant must be selected.

• e)

  We will review the exchange request in accordance with the conditions set out in this Policy and may, accept or reject the request accordingly. For verification, we may request you to send us images of the Product received. Based on the outcome of the verification process, we may determine the appropriate resolution in accordance with this Policy.

• f)

  Your exchange will be processed only when the conditions as may be stipulated by us are fulfilled at the time of return of such Product(s), such as:

• i.

  The Product(s) has not been worn, cleaned or tampered;

• ii.

  The price tag / bar code, user manual, warranty cards, original packaging material, brand tags and accompanying accessories are intact and not altered, damaged or discarded;

• iii.

  The Product(s) is not altered, unless proven vendor defect;

• iv.

  The Exchange is being initiated against the order under which it was bought and from the same account, and the serial number / bar code of the Product(s) matches our records;

• v.

  There is no foul odour, perfume, stains, dents, scratches, tears or damage on the Product(s);

• vi.

  The Product(s) if bought as a set should be exchanged as the complete set;

• vii.

  The Product(s) should be in unused, undamaged, unwashed and in saleable condition;

• viii.

  Any gifts received should be returned along with the Product(s).

• We reserve the right to reject the Exchange request for a Product if it does not satisfy the aforementioned conditions.

• g)

  Exchange requests for certain Product categories will be restricted: (i) if you have placed the order for a wrong Product model, color or incorrect Product; (ii) if the Product belongs to a Non-Exchangeable Product category as mentioned under Clause 3.4; (iii) if you fail to request an exchange within the Exchange Period; or (iv) if exchange stock of the requested replacement is unavailable. Any damage to the Product caused by misuse, mishandling, unauthorized modification, or use inconsistent with the Product instructions, will not be considered as a quality issue. All exchange requests shall be reviewed in accordance with this Policy and applicable operational procedures.

• 3.2

  Variant Price Restrictions

• When exchanging for a different variant, the variants available may be subject to price-based restrictions as follows:

• 3.3

  Stock Availability

• Exchange availability is subject to inventory availability at the time the Exchange request is placed. A minimum inventory threshold is maintained for all Products eligible for exchange. If the desired replacement is out of stock, it will not appear as a selectable option.

• 3.4

  Non-Exchangeable Product(s)

• A Product is not eligible for exchange if:

• a)

  it falls within a category listed as non-exchangeable in the table below;

• b)

  the Seller has specifically marked it as "Non-Returnable / Non-Exchangeable" on the Product display page; or

• c)

  it was purchased under a sale or promotional offer whose terms expressly exclude exchanges.

• You are advised to review the Product display page and applicable offer terms prior to purchase to confirm exchange eligibility.

• 4.

  PRICING AND CHARGES

• Price Difference Scenarios

• The amount payable by you depends on the price of the replacement Product relative to the original:

• 5.

  RETURN AND PICKUP

• 5.1

  Pickup Arrangement

• a)

  As part of the exchange process, the original Product must be returned. A doorstep pickup will be arranged from your specified address by our reverse-logistics partners. You will receive a notification once the pickup is scheduled.

• b)

  You may choose any pick-up address, provided the same is informed to us at care@shopnexusone.com or by using the 'Chat with Us' or 'Raise a Ticket' option on the Platform. In case the pin code is not serviceable, the same shall be informed to you by our customer service personnel or you may self-check the serviceable pin code at the address page of the Platform.

• c)

  Return pickup of your Product(s) might fail if the pickup executive is unable to locate your address or if no one was available at the address to hand over the Product(s) and your mobile number is not reachable. In case your first attempt fails, please connect with our customer care support at care@shopnexusone.com or by using the 'Chat with Us' or 'Raise a Ticket' option, where we will assist you to reschedule another pickup.

• 5.2

  Dispatch of Replacement

• The replacement order will not be dispatched until the original Product has been successfully collected from you. This is a mandatory step and cannot be bypassed.

• 6.

  EXCHANGE STATUS TRACKING

• You can track the progress of your exchange request on the “My Order” page of the Platform.

• 7.

  NEXUS CREDIT

• a)

  For the purposes of this Policy, “Nexus Credit” means a non-cash credit, reward balance, store credit, or points issued by us on the Platform in lieu of a refund or as part of a promotional or customer benefit programme, which may be redeemed against eligible purchases in accordance with the applicable terms and conditions.

• b)

  Where a refund becomes applicable in relation to an exchange, the refund amount may be issued in the form of Nexus Credit instead of a direct monetary refund, subject to the Seller’s applicable refund settings and the terms of this Policy.

• c)

  Nexus Credit may be used towards eligible purchases on the permitted channels and supports partial redemption, meaning any unused balance may continue to remain available until expiry. Nexus Credits are non-transferable, cannot be exchanged or redeemed for cash, and must be used in accordance with the applicable Platform terms and conditions. Any unused balance remaining after the validity period will automatically lapse. For assistance relating to Nexus Credit, you may contact our customer support through the Platform or the designated customer care channels at care@shopnexusone.com or via Chat with Us / Raise a Ticket on the Platform.

• 8.

  CANCELLATION OF EXCHANGE REQUEST

• 8.1

  An exchange request may be cancelled by you prior to the pickup of the original Product. Once the Product has been picked up by our reverse-logistics partner, the exchange request cannot be cancelled.

• 8.2

  To cancel an exchange request, navigate to My Orders on the Platform, select the relevant exchange, and click ‘Cancel Exchange’. Alternatively, contact our customer support team at care@shopnexusone.com or via Chat with Us or Raise a Ticket on the Platform.

• 8.3

  If an exchange request is cancelled after payment of a price difference has been collected, the amount paid will be refunded via Nexus Credit method within 5–7 business days, subject to the policies of the payment provider.

• 8.4

  We reserve the right to cancel an exchange request if: (i) the original Product is not made available for pickup within the scheduled window; (ii) the returned Product fails the quality check under Clause 5.3; or (iii) the replacement Product becomes unavailable after the request has been accepted. In such cases, any amounts paid will be refunded to you.

• 9.

  CONTACT AND SUPPORT

• For any queries related to an exchange request or this Policy, you may write to us at care@shopnexusone.com or you may connect with us via 'Chat with Us' or 'Raise a Ticket' option available on the Platform.