REFUND POLICY

Last Updated: September 22, 2026

At Nexo, we aim to make the refund process clear and straightforward. This Refund Policy explains when customers may qualify for a refund, how requests are assessed, and what happens after a refund has been approved.

This policy applies to purchases made through the Nexo online store and should be read alongside our Return and Exchange Policy and Terms of Service. Nothing in this policy limits mandatory consumer rights under applicable law.

1. When a Refund May Be Available

A refund may be available in circumstances such as:

• An eligible product is returned within the applicable return period;

• An order arrives with a damaged product;

• A product has a verified manufacturing defect;

• An incorrect item was supplied;

• An order is successfully canceled before fulfillment;

• Nexo is unable to fulfill a paid order;

• A duplicate payment is confirmed;

• A refund is required by applicable consumer protection law.

Refund requests are reviewed according to the circumstances of the purchase and the applicable policy requirements.

2. Returns Due to a Change of Mind

Customers who decide not to keep an eligible product may request a return within 30 days of delivery.

For a standard change-of-mind return, the product should generally be unused, undamaged, and in a condition suitable for return, with its original accessories and components included.

Customers must contact our support team before sending an item back. The return destination and instructions will be provided after the request has been reviewed.

A refund may be issued once the returned product has been received and approved.

3. Products Arriving Damaged

If your purchase arrives damaged, please contact Nexo as soon as reasonably possible after receiving the shipment.

To help us assess the issue, we may request photographs or video showing the product, damaged areas, packaging, and shipping label.

Please retain the item and its packaging until our team has provided further instructions.

Once the problem is verified, an appropriate remedy may include a refund, replacement, or another solution consistent with applicable law.

4. Manufacturing Defects

If a product does not function as intended because of a suspected manufacturing defect, please explain the issue to our customer support team.

We may ask for supporting photographs, video, or other reasonable information needed to understand the problem.

Damage caused by accidents, misuse, improper maintenance, unauthorized alterations, or ordinary wear may not qualify as a manufacturing defect.

Any statutory warranty or product conformity rights remain unaffected.

5. Incorrect Products

If you receive an item that differs from the product confirmed in your order, notify Nexo and provide your order details.

We may request photographs of the item received and its packaging to verify the discrepancy.

When an error attributable to Nexo is confirmed, we will provide appropriate instructions and determine whether a replacement, refund, or another remedy is suitable.

6. Cancellation Before Dispatch

You may contact our support team to request cancellation before your order has been dispatched.

Because orders can move into preparation shortly after purchase, cancellation requests cannot always be accommodated.

If cancellation is confirmed and payment has already been collected, the applicable amount will be refunded.

After dispatch, the order will generally need to follow the relevant return procedure rather than a cancellation process.

7. Orders That Cannot Be Fulfilled

Occasionally, a product may become unavailable or an order may be impossible to complete because of an inventory discrepancy, fulfillment restriction, or another operational issue.

If Nexo cancels a paid order because it cannot be fulfilled, the amount paid for the affected item or order will be refunded.

Where appropriate, we may contact the customer before cancellation to discuss available alternatives.

8. Duplicate Payments

If you believe the same purchase has been charged more than once, contact our customer support team with the relevant transaction details.

We will review the available payment records. If an unintended duplicate charge is confirmed, the duplicate amount will be refunded.

Separate purchases or independently submitted orders are not necessarily duplicate charges.

9. How to Submit a Refund Request

To begin a refund request, contact Nexo through the customer support options available on our website.

Please include your order number, the product concerned, and a description of the issue. Where relevant, attach photographs or other supporting information.

Our team may request additional details reasonably necessary to review the request and determine the appropriate next steps.

Do not send products to an address unless Nexo has provided or confirmed the return instructions.

10. Review of Returned Products

When a physical return is required, Nexo may inspect the merchandise after it reaches the designated return location.

The inspection may consider whether the correct item was returned, whether required components are included, and whether its condition is consistent with the approved return request.

Where permitted by law, a refund may be declined or adjusted if an item has been materially damaged, altered, excessively used, or returned incomplete.

11. Refund Amounts

Approved refunds are generally based on the amount actually paid for the eligible product or order.

The amount may reflect discounts or promotional pricing applied at the time of purchase.

Shipping charges, return costs, and other fees may be treated separately according to the reason for the refund, the terms disclosed at purchase, and applicable law.

Nexo will not deduct amounts where doing so would conflict with mandatory consumer rights.

12. Original Shipping Charges

Whether the original shipping charge is refundable depends on the circumstances of the request and applicable law.

For an eligible change-of-mind return, shipping charges may be non-refundable where legally permitted.

When a refund results from a verified error attributable to Nexo, such as an incorrect or defective product, applicable shipping costs will be addressed in accordance with the customer's legal rights.

13. Return Shipping Costs

Customers may be responsible for return shipping costs associated with eligible change-of-mind returns where permitted by law.

If a return is necessary because of a verified error by Nexo, we may provide a return label, arrange another return method, or reimburse appropriate return shipping costs where required.

Customers should follow the instructions supplied by our support team before arranging a shipment.

14. Refund Payment Method

Refunds are generally issued to the original payment method used for the purchase.

If the original payment method is unavailable or a refund cannot be completed through it, Nexo may contact the customer regarding an appropriate alternative where legally permitted.

Refunds are not ordinarily issued to unrelated accounts or payment methods.

15. Refund Processing Time

After a refund has been approved and submitted, it will generally take approximately 5–10 business days for the funds to appear in the customer's account.

The actual timeframe may vary depending on the bank, card issuer, payment processor, and payment method.

This estimate begins when the refund is processed, not necessarily when the initial request is submitted.

16. Promotional Purchases and Bundles

If an item was purchased at a discounted price, the refund will generally reflect the amount paid rather than its regular retail price.

For bundles or multi-item promotions, returning only part of the purchase may affect the discount applied to the remaining items where the promotion's terms and applicable law permit recalculation.

A promotional benefit that was not paid for does not ordinarily have a separate cash refund value.

17. Missing or Lost Shipments

If your order has not arrived and appears to be missing during transportation, please contact Nexo with your order information.

We may review tracking records and request an investigation with the relevant carrier.

The appropriate resolution will depend on the circumstances, the investigation results, and applicable consumer protection requirements.

A missing-shipment claim will not be rejected solely because a carrier investigation is still underway where applicable law requires a remedy.

18. Undeliverable Orders

A package may be returned because of an incomplete address, refusal of delivery, missed collection deadline, or repeated unsuccessful delivery attempts.

Such cases will be reviewed individually.

Where permitted by law, reasonable shipping costs resulting from an unsuccessful delivery attributable to the customer may affect the refundable amount.

19. Circumstances That May Affect Eligibility

Subject to applicable law, Nexo may decline or adjust a discretionary refund request when:

• The applicable return period has expired;

• The item is not eligible for a standard change-of-mind return;

• The returned product is materially different from the item purchased;

• Required components are missing;

• Customer-caused damage is present;

• The request contains materially false information;

• The product has been used beyond what the applicable return conditions permit.

These conditions do not override statutory rights relating to defective, incorrect, or nonconforming goods.

20. Payment Disputes

If you have a concern about a payment or order, you may contact Nexo so that we can investigate the issue.

Customers retain any applicable right to contact their bank or payment provider.

Where a payment dispute is initiated, Nexo may provide relevant transaction, order, shipping, delivery, and communication records to the payment provider as part of the dispute process.

21. Consumer Rights

This Refund Policy provides Nexo's general procedures and does not replace mandatory consumer protection legislation.

Customers may have additional rights concerning cancellation, withdrawal, refunds, defective products, delivery failures, or legal guarantees depending on their jurisdiction.

Where applicable law provides greater protection, those legal requirements prevail.

22. Changes to This Policy

Nexo may update this Refund Policy to reflect changes in store operations, refund procedures, or applicable requirements.

The current version will be published on our website with its corresponding revision date.

23. Contact

For assistance with a refund, cancellation, damaged product, or payment concern, please contact the Nexo customer support team through the contact information available on our website.

Include your order number and relevant details so that we can review your request and provide appropriate instructions.

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Nexo
Refund Policy
Last Updated: September 22, 2026