Exchange Policy

At Nero.pk, we want every customer to feel confident and satisfied with their purchase. If you receive a damaged, defective, incomplete, or incorrect product, you may request an exchange within 24 hrs of delivery.

To qualify, the product must be unused, unaltered, and in its original condition, with all packaging, accessories, safety seals, and the original invoice available. Clear photos or videos may also be required to verify the issue. For health and hygiene reasons, opened or used oral care products cannot be exchanged unless received damaged, defective, or incorrect.

All exchange requests are subject to inspection, approval, and product availability. Please contact the Nero Pakistan customer support team before returning any item. This policy applies only to orders placed directly through Nero.pk.

When Can I Request an Exchange?

You can request an exchange if:

  • The product was damaged, defective, incomplete, or incorrect at delivery

  • You contact us within 24 hrs of receiving your order

  • The product is unused and in its original condition

  • The original packaging, accessories, seals, and invoice are available

  • You provide clear photos or videos if requested

Which Products Cannot Be Exchanged?

We do not accept exchanges for:

  • Change of mind or personal preference

  • Used, altered, or repaired products

  • Products damaged through misuse or mishandling

  • Products with missing packaging or accessories

  • Normal wear and tear

For hygiene reasons, opened or used toothpaste, mouthwash, brush heads, water flosser tips, tongue cleaners, and similar products cannot be exchanged unless received damaged, defective, or incorrect.

How Can I Request an Exchange?

Contact our customer support team with your order number, issue details, and supporting photos or videos.

Phone: 0321 1330145
Email: info@nero.pk

Once approved, our team will guide you through the exchange process. Please do not return a product without prior approval.

What Happens After Approval?

Exchanges are subject to inspection and product availability. If the same product is unavailable, another suitable option may be offered. Any price difference will be adjusted accordingly.

This policy applies to orders placed directly through Nero.pk. Purchases from another retailer must be handled through the original seller.