Refund Policy
Last updated: September 21, 2026
Refund Policy
At Nexorei, customer satisfaction is important to us. We want you to feel confident when shopping with us, and we are committed to addressing eligible return and refund requests fairly and efficiently.
This Refund Policy explains our policies regarding order cancellations, returns, refunds, damaged or incorrect items, and exchanges for purchases made through nexorei.com.
Please review this policy carefully before making a purchase.
Order Cancellation
You may request to cancel your order within 24 hours of placing it.
To request a cancellation, please contact us as soon as possible at:
Email: support@nexorei.com
Please include:
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Your order number
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Your full name
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The reason for the cancellation
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Any relevant order details
We will make reasonable efforts to cancel your order before fulfillment begins.
However, cancellation requests are not guaranteed. If your order has already entered processing, fulfillment, or shipping, we may no longer be able to cancel it.
If cancellation is no longer possible, you may request a return after receiving the order, subject to the eligibility requirements outlined below.
Returns
We accept eligible return requests within 30 days of the date your order is delivered.
To be eligible for a return, the product must generally:
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Be unused and in its original condition
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Be returned with its original packaging, accessories, manuals, and included components, where applicable
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Show no signs of misuse, excessive wear, alteration, or customer-caused damage
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Include valid proof of purchase or sufficient order information
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Meet any additional eligibility requirements described in this policy
To request a return, please contact our customer support team:
Email: support@nexorei.com
Please include your order number and the reason for your return.
Do not send a product back before receiving return instructions from our customer support team.
Returns sent without authorization or to an incorrect address may be delayed, rejected, or unable to be processed.
Return Instructions
If your return request is approved, our customer support team will provide you with the applicable return instructions.
The return address may differ from our company address depending on the product, warehouse, fulfillment location, or destination.
For this reason, please do not return products to the company address listed at the bottom of this policy unless specifically instructed to do so by our customer support team.
Products should be packaged securely to help prevent damage during return transit.
Non-Returnable Items
Certain products may not be eligible for return, including, where permitted by applicable law:
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Items that have been used, altered, or materially damaged after delivery
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Products damaged due to misuse, improper handling, accidents, or failure to follow product instructions
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Gift cards
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Clearance items or items specifically marked as final sale
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Personalized or customized products
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Products purchased from unauthorized third-party sellers
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Items that cannot reasonably be returned for hygiene, health, or safety reasons after being opened or used
For hygiene and safety reasons, certain opened personal care, beauty, grooming, or similar products may not be eligible for return.
If you are unsure whether your product is eligible for return, please contact us at support@nexorei.com before sending it back.
Nothing in this policy is intended to limit any mandatory consumer rights available to you under applicable law.
Return Shipping Costs
Unless otherwise required by applicable law, customers are generally responsible for return shipping costs when returning an item because of:
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Change of mind
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Ordering the wrong item
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No longer wanting the product
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Other reasons not caused by an error on our part
Nexorei will generally cover or otherwise address reasonable return shipping costs when we confirm that:
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The wrong product was delivered
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The product arrived damaged
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The product has a verified manufacturing defect or quality issue attributable to us
Please contact us before arranging a return for a damaged, defective, or incorrect item.
We recommend using a trackable shipping method and retaining your shipping receipt and tracking information until your return has been completed.
Nexorei is not responsible for unauthorized return packages that are lost, damaged, misdirected, or delayed during return transit.
Refund Process
Once an eligible returned item has been received, we will inspect it to verify its condition and return eligibility.
After the inspection is completed, we will notify you whether your refund has been approved.
If approved, the eligible refund amount will generally be issued to the original payment method used for the purchase.
Please allow approximately:
5–10 business days
after the refund has been processed for the funds to appear in your account.
The exact timing may vary depending on your:
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Bank
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Credit or debit card issuer
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Payment processor
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Payment method
Nexorei does not control the processing time of banks or third-party payment providers after a refund has been issued.
Original Shipping Charges
Unless otherwise required by applicable law, original shipping charges may be non-refundable when a return is requested for reasons unrelated to an error by Nexorei.
If the return results from an incorrect, damaged, defective, or otherwise eligible product for which Nexorei is responsible, applicable shipping charges may also be refunded or otherwise addressed as part of the resolution.
Partial Refunds
In certain circumstances, only a partial refund may be available where permitted by applicable law.
Examples may include items that:
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Are returned with missing accessories, components, or original packaging
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Show signs of use beyond what is reasonably necessary to inspect the product
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Have been damaged after delivery
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Are returned in a materially different condition from when they were received
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Are submitted outside the standard return period but are exceptionally accepted by us
Any partial refund will be determined based on the condition of the returned item and the circumstances of the return.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as possible after delivery.
If you receive:
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A damaged item
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A defective product
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The wrong product
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An item that differs materially from what you ordered
please contact us within 7 days of delivery.
Email us at:
Please provide:
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Your order number
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Your full name
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Clear photos or videos showing the issue
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Photos of the product and packaging, where applicable
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A brief description of the problem
Please keep the item and its original packaging until our team has reviewed your request.
Depending on the circumstances, we may offer an appropriate resolution, which may include a replacement, refund, return instructions, or another solution consistent with this policy and applicable law.
Items Damaged After Delivery
Our damaged-product policy generally applies to products that arrive damaged or have a confirmed manufacturing defect.
Damage caused after delivery due to factors such as misuse, accidents, improper installation, unauthorized modification, improper storage, neglect, or failure to follow product instructions may not qualify for a refund or replacement.
Exchanges
We currently do not offer direct product exchanges.
If you would like a different product, size, model, color, or variation, please contact us to determine whether your original item is eligible for return.
Once the eligible return has been completed, you may place a new order for the desired product.
This helps ensure faster and more accurate processing of replacement purchases.
Late or Missing Refunds
If we have confirmed that a refund was issued but you have not received it after the expected processing period, please:
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Check the payment account used for your original purchase.
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Contact your bank, credit card issuer, or payment provider.
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Allow sufficient time for the financial institution to process the refund.
If you have completed these steps and the refund is still missing, please contact us at:
Include your order number so our team can review the refund status.
Refused or Unclaimed Packages
If a package is refused, left unclaimed, or returned to the sender because of circumstances attributable to the recipient, any refund eligibility will be reviewed after the returned package has been received and inspected.
Where permitted by applicable law, original shipping charges, return shipping costs, or other carrier charges may be deducted from the refundable amount.
Incorrect Shipping Address
Customers are responsible for providing complete and accurate shipping information during checkout.
If an order is returned because an incorrect or incomplete address was provided, refund or reshipment options will be reviewed after the package is returned.
Additional shipping costs may apply if the customer requests reshipment.
Please refer to our Shipping Policy for additional information regarding address changes and delivery issues.
Refunds for Lost Packages
If a shipment appears to be lost in transit, please contact us at support@nexorei.com.
We may need to investigate the shipment with the shipping carrier or logistics provider before determining the appropriate resolution.
Any refund, replacement, or other resolution will depend on the results of the investigation, the circumstances of the shipment, and applicable consumer protection requirements.
Chargebacks and Payment Disputes
If you experience an issue with your order, we encourage you to contact us first at support@nexorei.com so we have an opportunity to review and resolve the matter.
If you initiate a payment dispute or chargeback, we may provide the applicable payment provider with relevant transaction and order information, including shipping, tracking, customer communication, and refund records, as necessary to respond to the dispute.
Policy Abuse
Nexorei reserves the right, where permitted by applicable law, to review or decline return or refund requests involving suspected fraud, abuse, repeated misuse of our return process, altered products, or false claims.
This provision does not limit any mandatory rights you may have under applicable consumer protection laws.
Changes to This Refund Policy
We may update this Refund Policy from time to time to reflect changes in our business operations, return procedures, payment methods, products, or applicable requirements.
Any updates will be posted on this page with a revised “Last updated” date.
The version of the policy published on our website will apply subject to any rights you may have under applicable law.
Contact Us
If you have any questions regarding cancellations, returns, refunds, damaged products, or this Refund Policy, please contact us:
Customer Support Email: support@nexorei.com
Website: nexorei.com
Company Name: Gucheng County Geguangtai Trading Co., Ltd.
Company Address: No. 8, Minxiu Street, Group 1, Guanyingou Village, Nanhe Town, Gucheng County, Xiangyang City, Hubei Province, China, Juxing Industrial Park, Unit C269
Contact: +86 18068167256