Refunds & Returns Policy

1. Overview

We want you to feel confident trying Nexora at home.
This policy explains how refunds and returns work for orders placed on our website.

2. Legal Right of Withdrawal (EU)

If you are an EU consumer purchasing online, you have a legal right to withdraw from the contract within 14 days from the day you receive your product.
To exercise this right, you must contact us within 14 days of delivery and clearly state that you wish to withdraw from the purchase.

3. Our 30‑Day Store Refund Promise

In addition to the legal 14‑day right of withdrawal, we offer a 30‑day refund window from the date you receive your order.

  • You have 30 days from delivery to contact us and request a refund.

  • For subsequent orders, our standard EU withdrawal rules and this policy still apply, but we may require the product to be returned.

4. Refunds Without Returning the Product (First Order)

For your first purchase with us, in many cases we will refund you without asking you to send the device back.

  • You must contact us within 30 days of receiving your order.

  • We may ask a few questions or request basic photos to understand the issue.

  • If your request is approved, we will process a refund and you may keep the product.

We reserve the right to decline a refund or require the product to be returned if we reasonably suspect misuse, repeated refund requests, or fraud.

5. When We May Ask for a Return

For later orders (after your first purchase), or in special cases, we may require you to return the product to us in order to receive a refund.

If a return is required:

  • We will provide the return address and instructions.

  • Unless otherwise stated, you are responsible for the cost of return shipping.

  • The product should be returned in reasonable condition, with any accessories and packaging where possible.

6. Condition of the Product

We understand you may need to try the device. Normal testing and light use are acceptable.

However, if the product is heavily used, damaged, or altered beyond what is necessary to check its functioning, we may:

  • refuse a refund, or

  • apply a reasonable deduction from the refund, in line with EU rules on diminished value.

7. How to Request a Refund or Return

To request a refund or return, please contact us at support@nexmalta.com with:

  • your name

  • order number

  • date of delivery

  • brief reason for the request

We will confirm the next steps, including whether you need to return the product or whether a refund will be issued directly.

8. Refund Processing Time

Once your refund request is approved (and, if applicable, once we receive the returned product), we will process your refund within 14 days.

Refunds are usually issued to the same payment method used for the original order, unless we agree otherwise.

9. Faulty or Not as Described

If your product arrives faulty or not as described, please contact us as soon as possible.
Where appropriate, we may offer:

  • replacement,

  • repair,

  • partial refund, or

  • full refund,

in line with EU consumer protection rules and our Terms & Conditions.

10. Contact

If you have any questions about this policy, you can reach us at:
Nexora
Email: support@nexmalta.com