Return and Exchange Policy

RETURN AND EXCHANGE POLICY

Last Updated: September 22, 2026

At Nexo, we want customers to feel confident when shopping with us. We understand that a product may sometimes need to be returned or exchanged, whether because it does not meet expectations, arrives damaged, or differs from the item ordered.

This Return and Exchange Policy explains how to request a return or exchange, which conditions may apply, and how eligible requests are handled.

This policy should be read alongside our Refund Policy and other terms published on the Nexo website. It does not limit mandatory consumer rights under applicable law.

1. Return Window

Customers may request a standard return for eligible products within 30 days of delivery.

The return period begins on the date the product is delivered to the customer or an authorized recipient.

Requests submitted after this period may not qualify for a standard change-of-mind return, although additional rights may apply to defective, incorrect, or nonconforming products under applicable law.

2. Conditions for Standard Returns

To qualify for a standard return, merchandise should generally:

  • Be the same product originally purchased from Nexo;

  • Be unused or unworn, except for reasonable inspection;

  • Be free from customer-caused damage;

  • Include its original accessories and components;

  • Include manuals or other supplied materials where applicable;

  • Be returned with appropriate packaging;

  • Be accompanied by information sufficient to identify the purchase.

Products should be handled with reasonable care while in the customer's possession.

3. Change-of-Mind Returns

If you decide that an eligible product is not suitable for your needs, you may request a return within the applicable 30-day period.

Please contact our customer support team before arranging the shipment.

For change-of-mind returns, the customer may be responsible for return shipping costs where permitted by law.

The product may be inspected before a refund is approved.

4. Damaged Products

If your order arrives damaged, please notify Nexo as soon as reasonably possible.

When contacting us, provide your order number and a description of the damage. Photographs or video of the product and packaging may also be requested.

Please keep the product, shipping box, protective materials, and labels until our team has reviewed the situation.

Once the damage has been verified, we will provide an appropriate remedy, which may include a replacement, return, exchange, or refund.

5. Defective Products

If a product appears to have a manufacturing defect or does not function as reasonably expected, contact our support team and explain the issue.

We may request photographs, video, or other information needed to evaluate the reported problem.

Damage caused by improper use, accidents, unauthorized repairs, alterations, or normal wear may not qualify as a manufacturing defect.

Nothing in this section restricts statutory warranty or product conformity rights.

6. Incorrect Items

If you receive a product different from the item confirmed in your order, please contact Nexo promptly.

We may request photographs of the product received, its packaging, and any identifying labels.

If the mistake is confirmed, we will provide instructions for an appropriate resolution. This may involve sending the correct item, arranging a return, or issuing a refund.

7. Exchanges

An exchange may be available when the requested replacement product is in stock and the original item qualifies under this policy.

Exchanges are subject to product availability and may not always be possible for every item or variation.

If the desired replacement is unavailable, we may offer an alternative product or process an eligible return and refund.

Customers should obtain confirmation from our support team before returning an item for exchange.

8. Size, Color, and Product Variations

If a product is available in different sizes, colors, or variations, customers should review their selection carefully before completing an order.

Requests to exchange an accurately supplied product for another variation are generally treated as change-of-mind exchanges and are subject to the standard return conditions.

If Nexo supplied the wrong variation, the request will be handled as an incorrect-item issue.

9. Items Excluded From Standard Returns

Certain products may not qualify for standard change-of-mind returns where permitted by applicable law.

Depending on the products offered, exclusions may include:

  • Personalized or custom-made merchandise;

  • Products prepared according to individual customer specifications;

  • Certain hygiene-sensitive items after opening;

  • Items that have been materially altered;

  • Products damaged through customer misuse;

  • Merchandise expressly identified as non-returnable before purchase, where legally permitted.

These exclusions do not remove legal remedies for defective, damaged, incorrect, or nonconforming products.

10. How to Request a Return

To begin a return, contact the Nexo customer support team using the contact options available on our website.

Please provide:

  • Your order number;

  • The name or description of the product;

  • The reason for the return;

  • Relevant photographs or video, if applicable.

Our team will review the request and provide instructions for eligible returns.

Please do not send an item back before receiving the appropriate return instructions.

11. Return Authorization and Destination

The correct return destination may vary depending on the product, fulfillment location, and nature of the request.

Nexo will provide the relevant return instructions when a request is approved.

Products sent to an unconfirmed address may be delayed, misdirected, or difficult to identify.

Customers should not assume that the address shown on the original shipping label is the appropriate return address.

12. Preparing Your Return

Returned products should be packed securely to reduce the risk of damage during transportation.

Where reasonably possible, include the original packaging, accessories, and supplied components.

If the original shipping box is unavailable, suitable protective packaging may be used unless specific instructions are provided.

Please follow any labeling or documentation requirements communicated by our support team.

13. Return Shipping Responsibility

For an eligible change-of-mind return, return shipping may be the customer's responsibility where permitted by applicable law.

When a return is necessary because Nexo supplied a verified damaged, defective, or incorrect product, the applicable shipping arrangements will be determined in accordance with the circumstances and the customer's legal rights.

Customers should not purchase a return shipping service expecting reimbursement unless this has been authorized or is required by applicable law.

14. Return Tracking

When arranging an authorized return independently, we recommend using a shipping service that provides tracking.

Customers should retain the tracking number and shipping receipt until the return has been completed.

Tracking information may be requested if a returned package is delayed or cannot be located.

15. Inspection After Receipt

Once a returned product reaches the designated location, Nexo may inspect it to confirm that the return matches the approved request.

The inspection may consider the item's identity, condition, completeness, and whether it has been used or altered.

The result may determine whether the request qualifies for a refund, exchange, partial refund, or another appropriate remedy.

16. Missing Accessories or Components

A product returned without essential accessories or components may not satisfy the conditions for a standard change-of-mind return.

Where permitted by law, missing items may affect the refundable amount or eligibility for exchange.

This does not restrict remedies available when a product was originally delivered incomplete.

17. Returns Showing Damage or Excessive Use

Nexo may decline or adjust a discretionary return where the product has been materially damaged, modified, or used beyond what is reasonably necessary to inspect it.

Any decision will be made subject to applicable consumer protection requirements.

Normal inspection permitted by law will not automatically disqualify a customer from exercising a statutory right of withdrawal.

18. Refunds for Returned Products

When a return is approved for a refund, payment will be handled according to the Nexo Refund Policy.

Approved refunds are generally issued to the original payment method.

After processing, the payment provider or financial institution may require additional time before the funds appear in the customer's account.

19. Promotional Products and Bundles

Products purchased through discounts, bundles, or special offers may be returned when eligible.

If only part of a promotional purchase is returned, the original discount may need to be recalculated where permitted by law and consistent with the promotion's terms.

The refundable amount will generally reflect the amount actually paid for the eligible returned merchandise.

20. Partial Order Returns

If an order contains multiple items, customers may request to return only the eligible products they no longer wish to keep.

The remaining items do not ordinarily need to be returned unless they form part of a promotion or product set with specific return conditions.

Any approved refund will be calculated according to the returned items and applicable purchase conditions.

21. Orders Delivered Incomplete

If a package arrives without one or more products or components listed in your order, contact Nexo with the relevant details.

We may review fulfillment records, shipping information, package contents, and other available evidence.

If an item or component is confirmed missing, we will provide an appropriate resolution.

22. Refused and Undeliverable Shipments

Refusing a delivery or failing to collect a package does not automatically create an approved return.

If a shipment is returned because of an incorrect address, unsuccessful delivery attempts, refusal, or failure to collect, Nexo may review the circumstances before determining the available options.

Additional shipping costs may affect an eligible refund where permitted by applicable law.

23. Customer Cooperation

Customers requesting a return or exchange should provide accurate information and follow reasonable instructions communicated by Nexo.

This may include supplying photographs, retaining packaging, confirming the order details, or providing return tracking information.

Complete and accurate information helps us assess requests and resolve issues efficiently.

24. Fraudulent or Abusive Returns

Nexo may investigate return requests involving suspected fraud or material misrepresentation.

Examples include returning a different product, intentionally providing false evidence, or seeking multiple refunds for the same transaction.

Where permitted by law, requests involving confirmed fraudulent activity may be declined.

25. Consumer Protection Rights

This policy establishes Nexo's general return and exchange procedures but does not replace mandatory consumer rights.

Depending on the customer's jurisdiction, additional rights may apply to withdrawal periods, defective products, product conformity, legal guarantees, return shipping, refunds, and other matters.

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

26. Policy Updates

Nexo may revise this Return and Exchange Policy to reflect changes in our operations, procedures, products, or applicable legal requirements.

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

27. Contact

For assistance with a return, exchange, damaged item, defective product, or incorrect order, please contact the Nexo customer support team through the contact information available on our website.

Include your order number and a clear description of the issue so that we can provide the appropriate instructions.

Nexo
Return and Exchange Policy
Last Updated: September 22, 2026