Refund Policy

We understand that you may need to return or refund an order for various reasons. To ensure a smooth refund process, please read the following refund policy carefully.

1. Eligibility for Refund

Refunds are available in the following cases:
- The product is defective, damaged, or does not match the description on the store page (non-human damage);
- The order is not delivered within 30 business days (excluding delays caused by force majeure);
- You cancel the order before it is shipped (a small handling fee may be deducted, depending on the order processing progress);
- Non-quality returns (such as incorrect purchase, dislike) within 7 days of receiving the product (the product must be unused, in its original packaging, and with all accessories intact; the customer bears the return shipping cost).

2. Refund Process

1. Contact our customer service team via email (contact@nexorveilla.com) and provide your order number, reason for refund, and relevant evidence (such as product photos/videos, logistics tracking records);
2. Our customer service will review your request within 24-48 business hours and reply to you with the review result;
3. If the refund is approved: For unshipped orders, the full amount (excluding handling fees if applicable) will be refunded to your original payment method within 3-5 business days; for shipped orders, you need to return the product according to the return address provided by us. After we receive and inspect the product (confirming it meets the refund conditions), we will process the refund within 5-7 business days;
4. The refund will be credited to your original payment method, and the arrival time depends on the processing speed of your payment platform (usually 3-10 business days).

3. Non-Refundable Cases

Refunds will not be provided in the following cases:
- The product is damaged due to human factors (such as improper use, disassembly, collision);
- The product is used, missing accessories, or the original packaging is damaged (for non-quality returns);
- The refund request is submitted after the 7-day return period (for non-quality returns);
- Customized products (unless there is a quality problem).
If you have any questions about the refund process, please contact our customer service team for assistance.