Refund policy
At Nexova, your satisfaction is our priority. If you are not entirely satisfied with your purchase, we are here to help. Please read our policy carefully to understand your options for returns and refunds.
1. Return Eligibility
We accept returns for most items within 30 days of delivery, provided they meet the following conditions:
•The item must be unused, unworn, and in its original packaging.
•All original tags, labels, and accessories must be intact.
•The item must not be marked as final sale or non-returnable.
Non-Returnable Items:
The following items are generally not eligible for return or refund:
•Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
•Items explicitly marked as "Final Sale" at the time of purchase.
•Items returned after the 30-day return window.
2. How to Initiate a Return
To initiate a return, please follow these steps:
1.Via Email: Please contact us at support@nexova.site with your order number and reason for return. We will respond within 24 hours with detailed return instructions.
2.Via Phone: Call our customer service team at +1 (916) 790-9147 with your order number and reason for return. Our representatives are available during business hours to assist you.
3.Ship the Item: Package the item securely in its original packaging and ship it back to us using a trackable shipping method. We recommend retaining your shipping receipt and tracking number for your records.
3. Return Shipping Costs
•Defective or Damaged Items: If you received a defective or damaged item, Nexova will cover the cost of return shipping. We will provide you with a pre-paid return label.
•Customer Remorse (e.g., wrong size, changed mind): For returns due to reasons other than product defect or damage, the customer is responsible for the return shipping costs.
4. Restocking Fees
Nexova does not charge any restocking fees for eligible returns.
5. Refunds
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment.
•Refund Processing Time: Approved refunds are typically processed within 10 business days after approval.Please note that your bank or payment provider may take additional time to process and post the refund
6. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us immediately (within 7 days of delivery) at support@nexova.site with your order number and photographic evidence of the issue. We will arrange for a replacement or a full refund at no additional cost to you.
7. Order Cancellation
If you wish to cancel an order, please contact us within 24 hours of placing it. Cancellations are accepted within 48 hours only if the order has not yet been processed or shipped. Once an order has entered the processing or shipping phase, it cannot be canceled.
8. Contact Us
For any questions regarding our Refund & Return Policy, please contact us:
•Email: support@nexova.site
•Phone: +1 (916) 790-9147
•Support Hours: Monday – Friday, 9:00 AM – 5:00 PM EST.
•Business Address: 5775 E Jurupa St Unit A, Ontario, CA 91761, United States
•Support Response: We aim to respond to all inquiries within 24 hours.