Customer Service
Customer FAQ
Quick answers to the questions customers ask most. Can’t find what you need? Get in touch and we’ll help.
What are your opening hours?
Our customer service team is available Monday to Friday, 8:00am–6:00pm AEST, and Saturday 9:00am–1:00pm. Stores have their own trading hours — check the store page for details.
How do I return a product?
You can return most products within 30 days with proof of purchase for a refund, exchange or store credit. Faulty products are covered by your rights under Australian Consumer Law. Bring it to any store or contact us to arrange a return.
Where is my online order?
Most online orders are dispatched within 1–2 business days and arrive within 3–5 business days. You’ll get a tracking link by email. If it’s taking longer, contact us with your order number and we’ll chase it up.
How do I make a complaint?
We’re sorry if something’s gone wrong. You can tell any team member, call us, or use our feedback channel. We’ll acknowledge complaints within 2 business days and work to resolve them fairly.
How do you protect my personal information?
We handle your information in line with the Privacy Act and only use it for the reason it was collected. We never sell your information. You can ask to see or correct the information we hold about you.
Does Nexus Care take new clients?
Yes. Nexus Care supports people through community, aged-care and NDIS programs. Contact our Care team to talk about your needs and how we can help.
I think I received a scam email pretending to be Nexus. What should I do?
Don’t click any links or reply. Nexus Group will never ask for your password or payment by email. Forward suspicious emails to us and delete them.