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Refund policy

Return & Refund Policy

Last updated: 25 July 2026

We want you to be happy with every Nexoraa Vibe order. If something is not right, we will make it right.

1. Return window

You have 30 days from the delivery date to request a return. To be eligible the item must be unused, in its original condition and packaging, and include all accessories and free gifts.

2. How to start a return

Contact us first through our Contact page or by email at sohailsolutions1@gmail.com with your order number and a short description of the issue. Photos are helpful for damaged or faulty items. We reply within 1 business day with return instructions and the correct return address. Please do not ship anything back before contacting us, as unauthorised returns cannot be processed.

3. Who pays for return shipping

If your item arrived damaged, faulty, incomplete or is not what you ordered, we pay the return shipping and send a free replacement or a full refund, whichever you prefer. For change-of-mind returns the customer pays the return shipping and the original shipping charge is not refunded.

4. Refunds

Once your return has been received and inspected we email you the outcome. Approved refunds are issued to the original payment method within 5 to 10 business days. Your bank or card issuer may need a further 2 to 5 business days to show the credit on your statement.

5. Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order for the item you want.

6. Items that cannot be returned

For health and hygiene reasons we cannot accept returns on opened personal-care products, including lip and cosmetic items, makeup sponges and brushes, foot-care devices and hair-removal devices. Gift cards and items clearly marked final sale are also non-returnable.

7. Damaged, faulty or missing orders

Please inspect your order as soon as it arrives and contact us within 7 days if anything is damaged, defective or incorrect. Send your order number and photos and we will resolve it at no cost to you.

8. Cancellations

Orders can be cancelled free of charge within 24 hours of purchase, provided they have not already been dispatched. After dispatch our standard return process applies.

9. Late or missing refunds

If you have not received an approved refund after 10 business days, please check with your bank or card issuer first, then contact us and we will follow it up.