Refund policy

RETURN & REFUND POLICY

Last updated: June 2026

At NEXA STEP, customer satisfaction is important to us. Please read our Return & Refund Policy carefully before making a purchase.

1. Return Eligibility

You may request a return within 14 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused and in its original condition.

  • Be returned in its original packaging whenever possible.

  • Not show signs of misuse, damage caused by the customer, or excessive wear.

Certain items may not be eligible for return due to hygiene, safety, or legal reasons.

2. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

To process your request, we may ask for:

  • Your order number.

  • Photos or videos showing the issue.

  • A brief description of the problem.

If approved, we will provide a replacement, store credit, or refund, depending on the situation.

3. Return Process

To initiate a return request, please contact our support team.

Please include:

  • Full name

  • Order number

  • Reason for return

  • Photos (if applicable)

Our team will review your request and provide further instructions.

Returns sent without prior authorization may not be accepted.

4. Refunds

Once the returned item has been received and inspected, we will notify you of the approval or rejection of your refund.

If approved, refunds will be processed to the original payment method used for the purchase.

Please note that processing times may vary depending on your payment provider or financial institution.

5. Non-Refundable Situations

Refunds may not be granted in the following situations:

  • Incorrect shipping information provided by the customer.

  • Delays caused by customs procedures, carriers, weather conditions, or other circumstances beyond our control.

  • Products damaged due to misuse, negligence, or improper handling by the customer.

  • Normal wear and tear after use.

6. Order Cancellations

Orders may be canceled before they have been processed or shipped.

Once an order has been shipped, it can no longer be canceled and must follow the return procedure described above.

7. Contact Information

If you have any questions regarding this policy, please contact our customer support team.

NEXA STEP Customer Support
Website: nexastep.shop
Email: support@nexastep.shop