Returns & Refunds

You may request a return within 30 days of the delivery date. We accept returns for both defective and non-defective products — if an item isn't right for you, you don't need a reason beyond changing your mind.

Requests made after 30 days from delivery may still be reviewed case by case, but are not guaranteed.

For change-of-mind returns, the buyer is responsible for return shipping costs.

If an item arrives defective, damaged, or is not the item you ordered, Nexa covers return shipping in full and we send a prepaid label. You are never charged shipping to correct our mistake.

Items should be returned unused, in their original condition, and in the original packaging with any tags, manuals, and accessories included. Returns that arrive used, altered, or incomplete may receive a partial refund.

• Perishable goods — including fresh baked goods and catering orders — cannot be returned once delivered. If something arrives in unacceptable condition, contact us within 24 hours and we will make it right.
• Personalized, custom-made, and made-to-order items are final sale unless defective.
• Intimate apparel, opened health and personal care items, and digital goods are final sale unless defective.
• Items clearly marked "Final Sale" on the product page are not eligible for change-of-mind returns.

Email support@nexaofs.com with your order number, the item you'd like to return, and a short note about the reason. Photos help us resolve damaged or defective items faster.

Our team responds with return instructions and, where applicable, a prepaid shipping label. Please do not ship an item back before receiving return instructions — unauthorized returns can delay your refund.

Once your return is received and inspected, we issue your refund to the original payment method. Inspection typically completes within 2 business days of delivery back to the seller, and refunds appear on your statement within 5–10 business days depending on your bank or card issuer.

Original shipping charges are refunded when the return is due to a defective, damaged, or incorrect item. For change-of-mind returns, original shipping charges are not refunded.

Exchanges are handled as a refund plus a new order, so you get the correct item as quickly as possible.

Orders can be cancelled for a full refund any time before they ship. Once an order has shipped, the return process above applies.

Nexa AI Marketplace hosts independent merchants who fulfill their own orders. This policy is the platform-wide baseline that every Nexa merchant honors. Some merchants offer more generous terms; where a merchant's stated policy is more favorable to you, that policy applies.

Whatever store you ordered from, you can always start a return by contacting support@nexaofs.com and we will coordinate with the merchant on your behalf.