Refund policy

Store: Nexelify
Address: Promenade 7, 99718 Greußen-Großenehrich, Germany
Email: contact@nexelify.com
Phone: +49 1745903488
Business Owner: Sebastian Fuchs

At Nexelify, we are dedicated to delivering quality products and an excellent shopping experience. Your satisfaction is important to us, and if your purchase does not meet your expectations, we will do our best to help you through a simple and transparent return process.

1. 60-Day Satisfaction Guarantee

We proudly offer a 60-day satisfaction guarantee on eligible purchases. If you are not completely happy with your order, you may request a return within 60 days of receiving your package, subject to the conditions outlined in this policy.

Returned products must meet our eligibility requirements before a refund can be approved.

2. Return Requirements

To qualify for a return, the following conditions must be met:

The product must be unused, unworn, unwashed, and in resalable condition.
All original packaging, labels, accessories, and included components must be returned where applicable.
You must provide proof of purchase, such as your order confirmation, receipt, or order number.

Items that fail to satisfy these conditions may be declined or may only qualify for a partial refund where permitted by applicable law.

3. Requesting a Return

To begin a return, please contact our customer support team at contact@nexelify.com. Please include your order number, the product(s) you wish to return, and the reason for your request.

After reviewing your request, we will provide the appropriate return address together with detailed return instructions. Please do not send any items back before receiving authorization from our support team.

Once your returned package arrives and has been inspected, we will notify you by email regarding the status of your refund.

4. Refund Processing

Approved refunds will be credited to the original payment method within approximately 5–10 business days after the returned item has been received and successfully inspected.

Depending on your financial institution or payment provider, it may take additional time before the refund appears in your account.

5. Exchanges

At this time, we do not process direct exchanges. If you would like another size, color, or product, simply return the eligible item for a refund and place a new order through our website.

6. Damaged, Faulty, or Incorrect Products

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

Please include your order number, a description of the issue, and clear photographs showing the problem. Once reviewed, we will determine the most appropriate solution, which may include a replacement, refund, or another suitable resolution.

7. Items That Cannot Be Returned

For hygiene, safety, and health reasons, certain products cannot be returned once delivered. These may include:

Underwear, intimate apparel, or similar personal garments.
Personal hygiene or beauty products.
Items with broken or removed hygiene seals.
Products that have been worn, washed, altered, or damaged after delivery.
Gift cards, digital downloads, or other non-physical products.
Clearance or final-sale items clearly marked as non-returnable.

Any additional product-specific return limitations will be clearly stated on the relevant product page.

8. Return Shipping

Unless the return is the result of our error or the product is damaged, defective, or incorrect, customers are responsible for the cost of returning the item.

Original shipping charges are generally non-refundable unless required by applicable consumer protection laws. We strongly recommend using a tracked shipping service, as Nexelify cannot be responsible for return parcels lost or damaged while in transit.

9. Refund Delays

If your refund has not appeared within 10 business days after receiving confirmation from us, please:

Verify your bank account or payment method.
Contact your credit card issuer or payment provider, as processing times may differ.
Speak with your bank to confirm whether the refund is still pending.
If the issue remains unresolved, contact us at contact@nexelify.com.