Open the order
Sign in and select the paid order from your account dashboard.
Refund policy
Order-based refund review.
Refund requests are tied to confirmed orders and assessed against payment, delivery and activation status.
Refund request steps
Explain the request
Submit a clear reason without sharing banking credentials or PINs.
Wait for review
Support checks the Paystack record and fulfilment status before deciding.
Potentially eligible orders
- A verified payment was received but fulfilment cannot proceed.
- The same transaction was charged more than once and Paystack confirms duplication.
- The delivered product materially differs from the confirmed order and has not been activated or used.
Common restrictions
- Delivered, revealed, activated, redeemed or partially used digital card information may not be refundable.
- Exchange-rate movement after a correctly processed payment is not normally a refund reason.
- Requests with incomplete or mismatched order information can be delayed or rejected.
Review timing
Review time depends on Paystack confirmation and fulfilment evidence. Approved refunds are returned through an appropriate supported channel; NexVault does not ask for a banking password or PIN.