Refund policy

Returns & Refunds

This policy explains your right to cancel an order and return items bought from Nexa (nexacosmetics.store). It applies to customers in the European Union and the United Kingdom. Nothing here limits your statutory rights.

1. Your 14-day right to cancel

You may cancel your order for any reason within 14 days of the day you (or someone you nominate) physically receive the goods. You do not have to give a reason.

To cancel, email nexa@nexacosmetics.store with your order number and the items you wish to return, before the 14 days are up. A clear statement by email is enough — you do not need a special form.

After telling us, you have a further 14 days to send the goods back.

2. Important exception for cosmetics

Our products are cosmetics and are sealed for health and hygiene reasons. If a seal has been broken, or the product has been opened or used, it can no longer be returned under the right to cancel. This is a standard exception in EU and UK consumer law (Article 16(e) of Directive 2011/83/EU; regulation 28(3)(b) of the UK Consumer Contracts Regulations 2013).

Unopened items with intact seals can be returned normally.

This exception does not apply if the item was faulty, damaged in transit, or not what you ordered — see section 5.

3. Condition of returned goods

Please return items in their original, undamaged outer packaging with the seal intact. You may handle a product only as much as you would in a shop to check what it is. If the value of the goods is reduced because they were handled more than that, we may deduct a corresponding amount from your refund.

4. Return shipping costs

Unless the item was faulty, damaged or incorrect, you pay the cost of returning the goods to us. We recommend a tracked service — until the parcel reaches us it remains your responsibility, and we cannot refund a return we never receive.

We do not accept parcels sent cash-on-delivery.

Please email us before sending anything back so we can give you the correct return address for your order. Do not return items to the address printed on the product packaging.

5. Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, contact us at nexa@nexacosmetics.store with your order number and photographs of the item and its outer packaging.

We will arrange a replacement or a full refund, including the original delivery charge and any reasonable return postage. This is in addition to your legal guarantee rights, which run for two years from delivery in the EU, and up to six years in the UK (five in Scotland).

6. How and when you get your money back

We refund you within 14 days of receiving the returned goods, or of the day you give us proof that you have sent them back — whichever is earlier.

Refunds go to the original payment method and we charge no fee for this. Depending on your bank or card issuer, the money can take a few further working days to appear.

We refund the price of the goods plus the standard delivery cost you originally paid. If you chose a faster, more expensive delivery option, we refund the standard rate only.

7. Orders that have already shipped

Orders are sent for fulfilment quickly, so we cannot always stop a parcel once it is on its way. If your cancellation reaches us too late to halt the shipment, please wait for the parcel to arrive and then return it under section 1.