Refund policy
At Nexora, customer satisfaction is important to us. We aim to provide quality products and a smooth shopping experience. Please read our refund and return policy carefully before placing an order.
1. 14-Day Return Policy
If you are shopping from the United Kingdom, you generally have the right to cancel your online order within 14 days of receiving your goods, without providing a reason.
To exercise your right to cancel, please contact us at support@nexora2ll.com within the 14-day cancellation period.
After notifying us of your cancellation, you must return the goods within a further 14 days. Products should be returned in a condition that allows us to assess their nature, characteristics, and functioning. You may be responsible for any reduction in value caused by handling beyond what is necessary to inspect the product.
Unless we agree otherwise, customers are responsible for the direct cost of returning unwanted items, provided this was communicated before purchase.
2. Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If you receive a product that is defective, damaged, or different from the item you ordered, contact us at support@nexora2ll.com as soon as possible.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs or videos showing the problem, where applicable.
Once we have reviewed your claim, we will explain the appropriate resolution.
If your product qualifies for a refund because it is defective, damaged, or incorrect, we will provide a full refund where applicable, in accordance with applicable consumer protection laws.
You will not be required to return a defective or damaged product unless we provide further instructions.
3. Refund Processing
Once your cancellation or refund has been approved, we will process your refund using your original payment method, unless otherwise agreed.
For standard returns under the UK 14-day cancellation rules, refunds will be issued without undue delay and no later than 14 days after we receive the returned goods or receive evidence that you have sent them back, whichever occurs first.
Where applicable, refunds include the cost of standard delivery. Additional costs for premium delivery services may not be refundable.
Please allow additional time for your bank or payment provider to make the funds available in your account.
4. Exceptions to the Right to Cancel
Certain products may be exempt from the standard 14-day cancellation right under applicable law. These may include:
- Personalised or custom-made products.
- Goods that deteriorate or expire rapidly.
- Sealed goods that are unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.
- Digital content supplied immediately after purchase, where the customer has given the required consent and acknowledgement.
These exceptions apply only where the relevant legal requirements are met. They do not remove any rights you may have regarding defective or misdescribed products.
5. How to Request a Return or Refund
To request a cancellation, return, or refund, contact our customer support team:
Email: support@nexora2ll.com
Please include your order number and explain your request. Our team will provide the relevant instructions for your situation.
Please do not send products anywhere before receiving return instructions from our team.
6. Your Consumer Rights
Nothing in this policy limits or excludes your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.
If a product is faulty, not as described, or otherwise fails to meet applicable legal requirements, you may be entitled to a repair, replacement, refund, or another remedy depending on the circumstances.
For more information, consult the official UK legislation:
Important for your Shopify store: This policy is designed for UK-facing sales, but you should also ensure your store provides the legally required trader contact details and cancellation information before customers place an order.