Refund Policy

Last updated: October 2024

Our Commitment to Satisfaction

At NexaGlow, we are committed to your satisfaction with our premium natural supplements and skincare products. We understand that sometimes a product may not meet your expectations, which is why we offer a comprehensive return and refund policy.

Our goal is to ensure you feel confident in your purchase and have a positive experience with our brand.

30-Day Return Period

We offer a 30-day return window from the date of delivery for most products. This gives you ample time to try our products and see if they meet your wellness needs.

The 30-day period begins on the day you receive your order. Please keep your order confirmation and delivery note as proof of purchase.

Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

• The product must be unused and in its original packaging
• All seals, labels, and packaging must be intact
• The return must be initiated within 30 days of delivery
• You must have proof of purchase (order number or receipt)
• The product must not be damaged due to misuse or external factors

Products that have been opened, used, or damaged may not be eligible for return unless they arrived defective or damaged.

Non-Returnable Items

The following items are not eligible for return:

• Products that have been opened or used
• Products that have been damaged due to misuse
• Products purchased more than 30 days ago
• Gift cards or vouchers
• Products from clearance or special promotions (unless defective)

How to Initiate a Return

To start the return process, please follow these steps:

1. Contact Us: Email us at [email protected] or call +44 92 9093 3077 with your order number and reason for return.
2. Return Authorization: We'll provide you with a Return Authorization Number (RAN) and return shipping instructions.
3. Package the Item: Securely package the item in its original packaging with all accessories and documentation.
4. Ship the Item: Use the prepaid return label we provide (if applicable) or ship to the address we'll provide.
5. Tracking: Keep your tracking number for your records.

Once we receive your return, we'll inspect it and process your refund within 5-7 business days.

Refund Processing

When your return is approved, we'll process your refund as follows:

• Original Payment Method: Refunds are issued to the original payment method used for purchase.
• Processing Time: Refunds typically appear in your account within 3-5 business days after approval.
• Amount: You'll receive the full purchase price minus any applicable shipping costs.
• Notifications: We'll send you an email confirmation once the refund has been processed.

Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

Shipping Costs

• Free Shipping Orders: If your original order qualified for free shipping, we'll deduct the standard shipping cost from your refund.
• Return Shipping: We provide prepaid return labels for defective items. For other returns, you may be responsible for return shipping costs.
• International Returns: Return shipping costs for international orders are the customer's responsibility.

Exchanges

We currently do not offer direct exchanges. If you'd like a different product, please return your current item for a refund and place a new order.

In some cases, we may offer store credit as an alternative to a refund.

Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately. We'll arrange for a replacement or full refund at no cost to you, including return shipping.

Please take photos of the damaged packaging and product before contacting us.

Store Credit Option

As an alternative to a refund, you may choose to receive store credit for the value of your return. Store credit can be used towards future purchases and does not expire.

Store credit is issued as a digital voucher sent to your email address.

Special Circumstances

We understand that sometimes special circumstances arise. If you have a unique situation not covered by this policy, please contact us directly. We'll work with you to find a fair solution.

Examples of special circumstances we may consider:

• Medical reasons preventing product use
• Allergic reactions (with medical documentation)
• Extended delivery times due to unforeseen circumstances

Contact Information

For returns, refunds, or questions about this policy, please contact our customer service team:

• Email: [email protected]
• Phone: +44 92 9093 3077
• Address: 520 Market Street, Nottingham, NG1 6HW, United Kingdom
• Business Hours: Monday to Friday, 9:00 AM - 5:00 PM GMT

Our customer service team is here to help and will respond to your inquiry within 24 hours.

Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or legal requirements. Any changes will be posted on this page with an updated "Last updated" date.

Continued use of our services after policy changes constitutes acceptance of the new terms.

Your Rights

This policy is in addition to your statutory rights under UK consumer law. You have additional rights that may apply depending on your circumstances.

For more information about your consumer rights, you can visit the Citizens Advice website or contact Trading Standards.