Returns & Refunds Policy
Last updated: 29 October 2026
At Nexora Fashion, customer satisfaction is important to us. We want you to feel confident with every purchase. If something isn't right with your order, we're here to help.
This policy explains our return, exchange and refund procedures, in accordance with applicable consumer protection laws in the countries we serve.
1. Return Eligibility
Products may be eligible for return if they meet the following conditions:
- Items must be unused, unworn and unwashed.
- Products must be returned in their original condition.
- Original tags, labels and packaging should be included where applicable.
- Products must not show signs of damage caused by improper handling or use.
Customers may inspect products to the extent reasonably necessary to establish their nature, characteristics and functioning, as they would in a physical store.
These conditions do not restrict any mandatory consumer rights relating to defective, damaged or incorrectly supplied products.
2. Right to Withdraw – European Union
Customers residing in the European Union generally have the right to withdraw from an eligible online purchase within 14 calendar days of receiving their order, without providing a reason.
To exercise this right:
- Contact us at support@sitesnexora.com within 14 days of receiving your order.
- Provide your order number and clearly state that you wish to withdraw from the purchase.
- Follow the return instructions provided by our customer support team.
- Send the products back within 14 days of notifying us of your decision to withdraw.
Once the withdrawal request has been properly submitted, we will process your refund in accordance with applicable consumer protection laws.
This right is subject to legally recognised exceptions, including certain sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed, where the legal requirements for the exception are met.
3. Returns Outside the European Union
For customers in the United States and other destinations outside the European Union, voluntary returns are subject to the return conditions applicable to the relevant destination.
Where no mandatory statutory return right applies, customers must follow the return conditions communicated by Nexora Fashion at the time of purchase.
Nothing in this section limits any applicable federal, state or local consumer protection rights.
4. Return Shipping Costs
For eligible change-of-mind returns, customers are generally responsible for the direct cost of returning the products, unless Nexora Fashion agrees otherwise or applicable law requires us to cover those costs.
For products that are defective, damaged, incorrect or not as described, return shipping costs will be handled in accordance with applicable consumer protection laws.
Any return shipping obligations will be communicated before purchase where legally required.
5. Refunds
Once your returned products have been received, or you have provided evidence that they have been sent back, we will review the return and process any applicable refund.
For eligible withdrawals under EU consumer law:
- Refunds will generally be issued within 14 days of receiving notification of your withdrawal.
- We may withhold the refund until we receive the returned products or evidence that they have been sent back, whichever occurs first.
- The refund will include the original standard delivery costs, where required by law.
- Additional costs resulting from the customer's choice of a more expensive delivery method will not necessarily be refunded.
Refunds will generally be issued using the same payment method used for the original transaction, unless otherwise agreed and permitted by law.
Processing times may vary depending on your payment provider or financial institution.
6. Exchanges
If you wish to exchange an item for another size, colour or product, please contact us at support@sitesnexora.com.
Exchanges are subject to product availability and applicable consumer protection laws.
If an exchange is unavailable, we will discuss the available alternatives with you.
Customers exercising their statutory withdrawal rights are not required to accept an exchange instead of a refund.
7. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, incomplete or different from what you purchased, please contact us at support@sitesnexora.com.
To help us investigate the issue, please provide:
- Your order number.
- A brief description of the problem.
- Photographs of the affected product, where appropriate.
We will review your request and provide an appropriate solution in accordance with applicable law.
Depending on the circumstances and applicable legal requirements, you may be entitled to a repair, replacement, price reduction or refund.
Customers will not be charged return or replacement shipping costs where applicable law requires Nexora Fashion to cover them.
8. Non-Returnable Products
Certain products may be excluded from the statutory right of withdrawal where a specific legal exception applies.
This may include:
- Sealed products unsuitable for return for health protection or hygiene reasons once unsealed, where legally permitted.
- Products made to the customer's specifications or clearly personalised.
Any applicable exclusion will be communicated before purchase.
Defective or non-conforming products remain subject to applicable statutory consumer rights, even where a change-of-mind return exception applies.
9. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at support@sitesnexora.com.
We cannot guarantee cancellation once an order has entered processing or has been dispatched.
However, this does not affect any statutory cancellation or withdrawal rights available under applicable consumer protection laws.
10. Contact Us
For return, exchange or refund enquiries, please contact our customer support team:
Email: support@sitesnexora.com
Store: https://sitesnexora.com
Please include your order number in all enquiries to help us assist you more efficiently.
At Nexora Fashion, we are committed to treating every customer fairly and respecting all applicable consumer protection rights.
Nothing in this policy excludes, restricts or replaces any mandatory statutory rights available to consumers under applicable law.
