Refund policy

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

EU Right of Withdrawal – 14 Days
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.

Our 30‑Day First‑Order 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. This extended window applies to your first order with us.

For your first purchase, in many cases we will issue a refund without asking you to send the device back. You must contact us within 30 days of delivery and your request must be approved. We may ask a few questions or request photos to understand the issue. We reserve the right to decline a refund or require a return if we reasonably suspect misuse, repeated refund requests or fraud.

For subsequent orders, or in special cases, we may require the product to be returned in order to process a refund. If a return is required, we will give you the return address and instructions. Unless otherwise stated, you are responsible for the cost of return shipping.

Condition of the Product
Normal testing and light use of the device 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.

How to Request a Refund
To request a refund, please contact us at support@nexmalta.com with your name, order number, date of delivery and a brief explanation of your request. We will confirm the next steps, including whether a return is required or whether a refund will be issued directly.

Refund Processing Time
Once your refund request is approved (and, if applicable, once we receive any required return), we will process your refund within 14 days. Refunds are usually made to the same payment method you used for the original order, unless we agree otherwise.

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 a replacement, repair, partial refund or full refund in line with EU consumer protection rules and our Terms of Service.

This Refund Policy forms part of our Terms of Service and may be updated from time to time.