At Nexa Friends, your satisfaction is our priority. Below is a clear guide to our return and refund policy to help you better understand the process.

Returns

  • 30-Day Return Window: Returns are accepted within 30 days of purchase. After this period, refunds or exchanges are unavailable.
  • Requirements for Returns:
    • Proof of purchase (receipt, order confirmation email).
    • Pictures of the item(s) and a detailed description of the issue.
    • Email all details to nexafriends@gmail.com to initiate the return process.

Partial Refunds

Partial refunds may apply in the following cases:

  • Items not in their original condition, damaged, or missing parts (not due to Nexa Friends’ error).
  • Items returned more than 30 days after delivery.

Important Notes

  • Order Errors by Customers: Returns or exchanges are not accepted for mistakes in ordering (e.g., wrong variant/model).
    • Check your confirmation email carefully before the order is shipped.
    • If changes are needed, contact us immediately.
  • Shipped Orders:
    • No order cancellations are allowed once the package is in transit.
    • Replacements may be possible in specific cases, but shipping costs will apply.
  • Change of Mind: Refunds are not provided for changes of mind after receiving the package. If there’s an issue, contact us directly.

Refund Process

  • After receiving and inspecting your returned item, we’ll notify you of approval or rejection via email.
  • Approved refunds will be processed, and the amount will be credited to your original payment method.
  • No restocking fees apply.

Delayed or Missing Refunds

  • If you haven’t received your refund:
    1. Check your bank account and contact your credit card company.
    2. Contact your bank, as processing times may vary.
    3. If unresolved, email us at nexafriends@gmail.com.
  • For PayPal payments, refunds are processed immediately upon approval.

Shipping Details

  • Return shipping costs are the customer’s responsibility and are non-refundable.
  • Consider using a trackable shipping service or purchasing insurance for items over £75.
  • Nexa Friends is not liable for lost returns.

Thank you for choosing Nexa Friends! We’re here to assist with any questions or concerns at nexafriends@gmail.com.