Refund policy


Nexora

Returns & Refund Policy

United Kingdom | 30-Day Satisfaction Guarantee

At Nexora, your satisfaction is our priority. We stand behind the quality of our EMS neck relief device and are confident it will make a real difference to your daily comfort. That is why we offer a 30-Day Satisfaction Guarantee on every order.

Please read this policy carefully before initiating a return or refund request.


1. Our 30-Day Satisfaction Guarantee

If you are not completely satisfied with your Nexora product, you may request a refund within 30 days of receiving your order — no lengthy explanations required.

Refund requests submitted after 30 days of delivery will be reviewed on a case-by-case basis and are subject to approval at our discretion.

📅 Your 30-day window begins on the date your order is marked as delivered by the carrier.


2. How to Request a Refund

To initiate a refund, please follow the steps below:

  1. Send an email to support@nexora.com with the subject line: Refund Request – [Your Order Number].
  2. Include your order number, the reason for your refund request, and your contact details.
  3. If your product is defective or damaged, please attach a clear photo or short video showing the issue to help us resolve it quickly.
  4. Our support team will review your request and respond within 1–2 business days.


Once your refund has been approved, you will receive an email confirmation. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

💡 Please note: the original shipping fee is non-refundable. Refunds apply to the product cost only.


3. Returning Your Item

If a physical return is required as part of your refund request, the following conditions apply:

  • You are responsible for the cost of return shipping.
  • Please use a tracked shipping service of your choice to ensure safe delivery.
  • Items must be returned in their original or reasonable condition.
  • Nexora cannot be held responsible for items lost or damaged during return transit.


Our return address will be provided to you via email once your return request has been approved. Please do not send items back before receiving written confirmation from our team.

📦 Return address: [YOUR RETURN ADDRESS HERE] — Please update this before publishing.


4. Items Damaged During Shipping

If you believe your item was damaged in transit, please contact us within 5 days of delivery. We take shipping damage seriously and will work with you to resolve the issue promptly.

To process your claim, please email support@nexora.com with:

  • Your order number
  • A description of the damage
  • Photos or video clearly showing the damaged item and packaging


Claims submitted after 5 days of delivery may not be eligible for resolution, so we encourage you to inspect your order as soon as it arrives.


5. Order Cancellations

We understand that circumstances can change. If you wish to cancel your order, please contact us at support@nexora.com as soon as possible.

  • If your order has not yet been dispatched, we will cancel it immediately and issue a full refund.
  • If your order has already been shipped, we are unable to cancel it at that stage. In this case, please wait to receive your item and then follow our standard returns process outlined in Section 3.


⚡ Act quickly — once an order is dispatched, it cannot be stopped. Contact us as soon as possible for the best chance of cancellation.


6. Policy for Large Orders

To ensure fair access to our products for all customers, a separate policy applies to large orders.

A large order is defined as any single order, or multiple orders placed by the same customer, that exceeds 5 units or a combined value of £100.

Returns on Large Orders

Returns are not accepted for large orders. This policy exists to protect stock availability and ensure all customers have fair access to our products.

Fraud Prevention

Nexora takes fraudulent activity seriously. Any large order identified as fraudulent will not be eligible for a return or refund. We reserve the right to refuse service and cancel any order we reasonably suspect to be fraudulent, in accordance with applicable UK consumer protection regulations.

ℹ️ This policy helps us maintain fair stock levels and pricing for all of our customers across the United Kingdom.


7. Contact Us

If you have any questions about this policy or your order, our support team is ready to help.

📧 Email: support@nexora.com

🕐 Response time: 1–2 business days (Monday–Friday, excluding UK bank holidays)

Please include your order number in all correspondence so we can assist you as efficiently as possible.


Nexora — Returns & Refund Policy

Last updated: March 2026 | Applies to United Kingdom orders only