At Nexo, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward return and refund policy. Please review the terms below to understand how returns and refunds are handled.
1. Return Eligibility
You may return products within 30 days of receiving your order for a full refund or exchange, provided the following conditions are met:
The product must be in new, unused condition and in its original packaging.
The product must not be damaged, altered, or assembled.
The return request must be made within 30 days of receiving the product.
Certain products are non-returnable, including custom or personalized items, and any products marked as "final sale" or "non-returnable" on the product page.
2. How to Initiate a Return
To initiate a return, please follow these steps:
Contact Us: Reach out to our customer support team at [email protected] to request a return authorization. Be sure to provide your order number and the item(s) you wish to return.
Return Authorization: After we receive your request, we will send you a return authorization form with detailed instructions on how to return the product. You may also be required to provide photos of the item(s) if they were damaged or incorrect.
Shipping the Return: Once you receive the return authorization, pack the item(s) securely in the original packaging and ship them back to us. The customer is responsible for return shipping costs unless the item is defective or incorrect.
3. Return Shipping Costs
If you received a defective or incorrect product, Nexo will cover the return shipping costs.
If you are returning an item for any other reason, you are responsible for the return shipping costs.
We recommend using a trackable shipping service or purchasing shipping insurance for items over $50, as we cannot guarantee that we will receive your returned item.
4. Refund Process
Once we receive your returned item and confirm it meets the eligibility criteria, we will process your refund. Please note the following:
Refunds will be issued to the original payment method used for the purchase. It may take 5-7 business days for the refund to appear on your account, depending on your bank or payment provider.
Shipping charges are non-refundable, unless the return is due to a mistake on our part (e.g., damaged or incorrect items).
If the returned item is not in new, unused, and original condition, we reserve the right to deny the refund or charge a restocking fee.
5. Exchanges
If you would like to exchange a product for a different size, color, or model, we recommend initiating a return and placing a new order for the replacement item. Unfortunately, we are unable to process direct exchanges at this time.
6. Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 7 days of receiving your order. Provide your order number and photos of the damage or defect, and we will arrange for a return, replacement, or refund at no additional cost to you. Nexo will cover all return shipping fees for damaged or defective products.
7. Items Not Eligible for Return
The following items are non-returnable:
Custom or personalized items
Gift cards
Sale or clearance items (unless otherwise specified)
Products marked as "Final Sale" or "Non-Returnable" on the product page
8. Refunds for Orders Lost in Transit
If your order is lost in transit, please contact us immediately. We will work with the carrier to track your package. If the package cannot be located or delivered, we will issue a refund or send a replacement at no additional cost.
9. Contact Us
If you have any questions regarding our return and refund policy or need assistance with your return, please contact our customer support team:
Email: [email protected]
Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (GMT+8)
Thank you for choosing Nexo! We are dedicated to providing you with high-quality lighting products and a hassle-free shopping experience. If you have any concerns, don't hesitate to reach out to us.