Refund policy

Thank you for shopping at our company. We are committed to ensuring that you are 100% satisfied with our products and services. This refund policy outlines the terms and conditions applicable to purchases made through this website.

1. Scope of Application

This policy applies to all products purchased on the official website of Nexa Shop. Please note that specific products may have different refund policies, which will be clearly marked on the product page.

2. Refund eligibility period

For physical goods： You can apply for a refund within 14 days after receiving the product. In order to process refunds smoothly, the product must remain unused, undamaged, and retain the original label and packaging.
For digital products (such as software, e-books, online courses): Due to the replicability of digital products, once you download or access digital content, refunds are usually not available unless the product has a significant defect that cannot be used properly or does not match the description.
For services: If you purchase services (such as consulting, design, etc.), your eligibility for a refund will depend on the completion progress of the services. Cancelling before the start of the service will result in a full refund. After the service starts, the refund amount will be calculated based on the proportion of completed work hours.

3. Situations that do not meet the refund criteria

In the following situations, we may not be able to process a refund for you：

The product has exceeded the refund eligibility period.
The product is damaged, improperly used, or lost due to reasons other than product quality.
The product label is torn, the packaging is incomplete, or the accessories are missing.
Due to personal preference reasons (such as color or size dissatisfaction) and not our fault (unless you have purchased a product that supports no reason for return or exchange).
The digital product has been downloaded or activated.
Special clearance items or items clearly marked as "final sale" or "non refundable".

4. How to apply for a refund

If you need to apply for a refund, please contact us within our eligibility period through the following methods:

email：dfg837962@gmail.com

Please provide in the application：

Your order number。
Your name and email address used for purchase。
Name and quantity of the product requesting a refund。
Reason for refund and related explanation (if necessary, please provide photo or video evidence)。

Our customer service team will reply to you within 3 working day and guide you through the subsequent process (such as providing a return address).

5. Refund process

Application Review： After receiving your request, we will review it and notify you whether to approve the refund.
returned goods：If approved, you will need to send the goods back to the address we provided. Please ensure to use a reliable logistics company and keep the logistics documents until the refund is completed. The return shipping cost shall be borne by the buyer.
Acceptance and refund： After receiving and accepting the returned goods, we will immediately initiate the refund process. The refund will be returned to your original payment account. The processing time may vary depending on your bank or payment platform, typically taking 5 business days.

6. Refund Method

All refunds will be returned through the original payment method. If you are using a gift card or points payment, the refund will be returned to your account balance.

7. Problems and Defective Products

If the received product is defective, damaged, or does not match the order description, please contact us immediately and provide relevant evidence (such as photos, videos). We will provide you with a free exchange or full refund, and bear the return shipping cost.

8. Contact Us

If you have any questions about the refund policy, please contact us through the following methods:

email： dfg837962@gmail.com
working hours： 9:00 AM - 6:00 PM