Refund policy

Return and Refund Policy

We offer a 15-day return policy for eligible returns. This means you have 15 days after receiving your order to request a return.

To be eligible for a return, the item must be unused, undamaged, in the same condition that you received it, with all original accessories included, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us at nexoracastro@gmail.com. Returns must be requested and approved before the item is sent back. Items sent back without first requesting a return may not be accepted.

If your return is approved, we will provide instructions on how and where to send your package.

Return Shipping

For returns due to change of mind, customer preference, wrong size, wrong color, or any reason not caused by our error, the customer is responsible for return shipping costs.

Original shipping costs are non-refundable unless the return is due to our error, a defective item, a damaged item, or an incorrect item.

We recommend using a trackable shipping service when returning your item. We are not responsible for return packages that are lost in transit before they are delivered to our return address.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it. If the item is defective, damaged, incorrect, or missing parts, contact us as soon as possible at nexoracastro@gmail.com with your order number, a description of the issue, and photos or videos if available.

If the issue is confirmed, we will make it right by offering a replacement, refund, or another appropriate solution, depending on the situation.

Non-Returnable Items

The following items are not eligible for return:

Items that have been used;
Items that have been damaged due to misuse, accident, or improper handling;
Items that are missing original accessories, parts, or packaging;
Items returned after the 15-day return period;
Gift cards;
Final sale items, unless the item arrives defective, damaged, incorrect, or otherwise required by applicable law.

Sale Items

Sale or discounted items may be final sale and may not be eligible for returns due to change of mind, unless stated otherwise at the time of purchase.

This does not affect your rights if the item arrives defective, damaged, incorrect, or not as described.

Exchanges

We only replace items if they are defective, damaged, incorrect, or if an exchange has been approved by our team.

If you want a different item, color, or quantity, the fastest option is to request a return for the item you received and place a new order once the return is approved.

Refunds

Once we receive and inspect your return, we will notify you by email whether your refund has been approved or rejected.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank, card issuer, or payment provider may take additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at nexoracastro@gmail.com.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible at nexoracastro@gmail.com.

If your order has not yet been processed or shipped, we will do our best to cancel it. If your order has already been processed or shipped, you may need to follow the return process after receiving the item.

Shipping Delays

We aim to process and ship orders within the timeframes stated on our website. If we are unable to ship your order within the promised timeframe, we will notify you and provide the options required by applicable law, which may include agreeing to the delay or receiving a refund for the unshipped order.

Legal Rights

This policy applies to orders shipped within the United States. Nothing in this policy limits or excludes any rights you may have under applicable federal, state, or local consumer protection laws.