Refund policy

At Nexanshop, customer satisfaction is our highest priority. We strive to provide high-quality products and a smooth shopping experience. If you are not completely satisfied with your purchase, we're here to help.

Returns

We accept return requests within 7 days of the delivery date. To be eligible for a return, the item must be unused, unworn, unwashed, and in the same condition that you received it. It must also be returned in its original packaging with all accessories, tags, manuals, and proof of purchase.

Non-Returnable Items

For hygiene, safety, and quality reasons, certain items cannot be returned or exchanged unless they arrive damaged or defective. These may include personal care products, customized or personalized items, gift cards, clearance or sale items, and any product marked as non-returnable.

Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect product, please contact our customer support team within 48 hours of receiving your order. Kindly provide your order number along with clear photos or videos of the product and its packaging. Once your claim has been reviewed and approved, we will arrange a replacement, exchange, or refund at no additional cost.

Refund Process

After we receive and inspect your returned item, we will notify you of the status of your refund. If your return is approved, the refund will be processed using your original payment method or another agreed-upon method. Depending on your bank or payment provider, it may take 5–10 business days for the refund to appear in your account.

Exchange Policy

We only replace items that are defective, damaged, or incorrectly delivered. If you need an exchange for the same product, please contact our support team with your order details, and we will guide you through the exchange process.

Return Shipping

Customers may be responsible for return shipping costs unless the return is due to our error, such as receiving a damaged, defective, or incorrect item. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.

Order Cancellation

Orders can only be cancelled before they have been processed or shipped. Once an order has been dispatched, it cannot be cancelled and must follow our standard return procedure after delivery.

Contact Us

If you have any questions regarding our Return & Refund Policy or need assistance with a return request, please contact our customer support team. We are committed to resolving your concerns as quickly as possible and ensuring a positive shopping experience.