Refund Policy
REFUND POLICY
----
30-NIGHT TRIAL OFFER
Our policy lasts 30 days. If more than 30 days have passed since your order was delivered, we unfortunately cannot offer a refund or exchange.
Within 30 days of delivery, the customer may request a refund for their product at any time if they are not satisfied with it.
To do so, they must notify customer service and send a photo of the product in its original condition to the following email address: info@nexorasleep.com
The customer must then return the product and its packaging in a package of their choice to the address of our logistics warehouse, which will be provided by customer service. To complete your return, we require a receipt or proof of purchase.
The product may have been removed from its shipping packaging, but must be in its original packaging and in new condition.
In certain cases, no refund will be granted: (where applicable)
* Any item that is not in its original condition, is damaged, or is missing parts for reasons not attributable to an error on our part.
* Any item returned more than 30 days after delivery.
REFUNDS (if applicable)
Once your return has been received and inspected, we will send you an email to notify you that we have received the returned item. We will also let you know whether your refund has been approved or rejected.
If approved, your refund will be processed and your credit card or original method of payment will be automatically credited within a few days.
RETURN SHIPPING COSTS
You are responsible for the shipping costs associated with returning your item. These costs are non-refundable.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item worth more than €75, we recommend that you use a tracked shipping service or insure your shipment. We cannot guarantee that we will receive the returned item.
DELAYED OR MISSING REFUNDS (if applicable)
If you haven't received your refund yet, first check your bank account again.
Then contact your credit card company, as it may take some time for your refund to be officially posted.
Next, contact your bank. There is often a processing delay before a refund is posted.
If you have taken all these steps and still have not received your refund, please contact us at info@nexorasleep.com.
INVESTIGATION BY A CARRIER
If the package is delayed or possibly lost by the carrier, we undertake to investigate with the logistics company responsible for delivering the customer's order.
If we do not receive a favorable response within 30 days of the investigation request, Nexora will refund the customer.
Pending this period, Nexora is entitled to delay the customer's refund in order to obtain a response regarding the status of the delivery.
EXCHANGES (if applicable)
We only replace items that were initially defective or damaged. If you need to exchange your item for the same item, please email us at info@nexorasleep.com.
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of the returned item. Once the returned item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift at the time of purchase, or if the person who gave you the gift had the order shipped to themselves with the intention of giving it to you later, we will send the refund to them, and they will know that you have returned their gift.
RETURN SHIPPING COSTS
You are responsible for the shipping costs associated with returning your item. They are non-refundable.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item worth more than €75, we recommend that you use a tracked shipping service or insure your shipment. We cannot guarantee that we will receive the returned item.
LIFETIME WARRANTY
We will replace your product or the relevant parts (refunds are excluded) if it has an obvious manufacturing defect that prevents it from functioning properly during the warranty period. Parts or the product cannot be replaced due to natural signs of wear and tear resulting from normal use of the product.
CONTACT
If you have any questions about our return policy, please feel free to contact us by email at the following address: info@nexorasleep.com