Returns & Refunds
Returns, handled with clarity.
If something is not right with your order, start with our support team. We will review the order details, the item and the reason for the request before providing the appropriate next steps.
Before you begin
Three things make a return request easier.
Keeping the order details, item and packaging available can help us understand the situation and provide more accurate instructions.
Have your order details ready
Include information that helps identify the order and the item you are contacting us about.
Keep the item and packaging together
Until your request is reviewed, keep the product, included accessories and available packaging in a safe place.
Wait for return instructions
Do not send an item to an address shown on a parcel or label unless our support team has confirmed that address for your return.
Return process
Start with support. We will guide the next step.
Return eligibility and the appropriate resolution can depend on the item, its condition, the order details and the reason for your request.
Return support
info@nexivo.mom01 · CONTACT
Tell us what happened
Contact our team with the relevant order details and a clear explanation of the issue or reason for the requested return.
02 · REVIEW
We review the request
We may ask for additional information or photos when they help us understand the condition of the item or an order problem.
03 · INSTRUCTIONS
Follow the confirmed next steps
If a return is appropriate, we will provide the instructions needed before the item is sent back.
04 · OUTCOME
We confirm the result
Once the applicable review is complete, we will communicate the return or refund outcome through the contact information associated with the request.
What we review
Each request starts with the actual order.
Because electronics and smart accessories vary in type, use and condition, a return request should be reviewed in context rather than treated as a one-size-fits-all situation.
The item involved
The product category, included parts and relevant product details can affect the appropriate return process.
The condition of the item
We may need to understand whether the product is unused, opened, damaged, incomplete or showing another issue.
The reason for the request
A change-of-mind request can require a different review from an incorrect, damaged or otherwise problematic order.
The order information
Accurate order details help us connect the request with the correct purchase and understand the relevant circumstances.
Keep the complete item available.
Product, accessories and available packaging can all be relevant when a return request is reviewed.
Refunds
What happens when a refund is approved.
Refund handling can depend on the outcome of the request and the payment method used for the original order.
Review completed
We confirm whether a refund applies.
A refund should not be assumed until the relevant order or return review has been completed. If a refund is approved, we will communicate the outcome using the available order or support contact information.
Keep confirmation messages for your records.
Payment processing
Bank and payment-provider timing can vary.
After a refund has been processed, the time it takes to appear can depend on the payment provider, financial institution and original payment method. NEXIVO does not control external processing times.
Contact your payment provider if an approved refund is not visible after their normal processing period.
Do not send an unapproved return.
A parcel sent without confirmed return instructions may not reach the correct return destination or may be difficult to associate with your request.
Common order situations
Tell us clearly what went wrong.
The more clearly we understand the issue, the easier it is to determine the appropriate next step.
Incorrect item
If the item received does not match the relevant order information, contact us with the order details and a clear description of what arrived.
Item arrived damaged
Keep the item and available packaging and contact us with details of the damage. Photos of the item and packaging may help us review the issue.
You want to return an item
Contact us before shipping anything. We will review the request and advise whether a return is applicable and what instructions should be followed.
Common questions
Returns & refunds, clarified.
If your situation is not covered here, contact our support team with your order details so we can review the specific request.
How do I start a return request?
Contact NEXIVO with the relevant order details, the item involved and the reason for your request. Please wait for return instructions before sending anything back.
Can I send a return to the address shown on my parcel?
Not unless our support team has confirmed that address for your specific return. Shipping labels and parcel addresses are not automatically return instructions.
What should I do if my order arrived damaged?
Keep the item and available packaging and contact us with a description of the issue. Clear photos of the product and packaging may help us understand what happened.
Who is responsible for return shipping?
Return-shipping arrangements can depend on the reason for the return and the circumstances of the order. We will confirm the applicable instructions after reviewing the request.
How long does a refund take to appear?
Once an approved refund has been processed, the time required for it to appear can vary by payment method, financial institution and payment provider. External processing times are outside NEXIVO's control.
Can I cancel an order instead of returning it?
If you want to request a cancellation, contact us as soon as possible. We cannot guarantee that an order can be changed or cancelled once processing or shipment has progressed.
Does this page limit rights provided by applicable law?
No. Where applicable consumer law provides additional rights or remedies, those rights remain subject to the relevant legal requirements.
NEXIVO Support
Have an order issue? Send us the details.
Contact our team with the relevant order information and a clear description of the situation. We will review the request and provide the appropriate next steps.