Return Policy

Nuexlo Return Policy

At Nuexlo, our goal is 100% customer satisfaction. We understand that sometimes it’s necessary to return a product. This policy outlines the steps and conditions for returning items purchased through Nuexlo. You are entitled to return a product within 30 days of receiving your order.

1. Conditions for Returns

For an item to be eligible for a return, it must meet the following conditions:

  • The product must be unused, unworn, and in its original condition with packaging.

  • Original packaging and labels must be intact and present.

  • Intimate or hygiene products (e.g., underwear, earrings, cosmetics) can only be returned if the sealed packaging is unopened, or if it can be clearly shown that the product has not been used.

  • The item must not show any damage caused by the customer.

  • You must have a shipping proof with a valid return tracking code. Without valid shipping proof, we cannot process a refund.

  • You must submit your return request by email to support@nuexlo.co.za before sending the item. Returns sent without prior notice will not be accepted.

2. Important: Return Address and Costs

Returns will be processed through our international warehouse in China, ensuring efficient handling.

Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item sent) or a product received damaged.

Please note that international return shipping costs, especially to [RETURN LOCATION], may be higher than domestic shipping in South Africa. We recommend checking costs with your local postal service before sending a return.

3. Damaged or Incorrect Items

If you receive a damaged product or an item that does not match your order, please contact us within 48 hours of receipt at support@nuexlo.co.za.

To help us quickly assess your claim, please include:

  • A clear description of the damage or error.

  • Clear photos of the damaged product and/or incorrect shipment.

In such cases, Nuexlo will provide a suitable solution at no cost, such as a replacement item or a full refund, including any shipping costs incurred.

4. 3-Step Return Process

Returning an item to Nuexlo is simple:

Step 1: Request the return.
Email support@nuexlo.co.za with your order number and reason for return. We will send you a digital return form and detailed instructions for sending the return.

Step 2: Ship the item.
Carefully pack the item, attach the completed return form, and send the package with a tracking code to the return address we provide. Keep your shipping proof.

Step 3: Receive your refund.
Once the returned item is received and inspected at our international warehouse in China, the refund will be processed within 7–14 business days via the original payment method.

5. Sustainable Choice

At Nuexlo, we encourage conscious shopping. Every returned product has an environmental impact due to transport and handling. Therefore, we kindly ask you to carefully consider your purchase and check product descriptions and size charts to avoid unnecessary returns.

Considering a return? Contact us at support@nuexlo.co.za. Sometimes we can offer an alternative solution, such as store credit, a discount on your next purchase, or assistance finding the perfect product, minimizing the need for a return.

6. Frequently Asked Questions About Returns

Can I try something on and then return it?
Yes, as long as the product remains in perfect condition and meets all return conditions.

How quickly will I get my money back?
Refunds will be processed within 7–14 business days after your return is received and inspected at our international warehouse in China.

Who pays the return shipping costs?
Return shipping costs are the responsibility of the customer unless there was an error on our part or the product was received damaged.

7. Summary

    • Return period: 30 days from receipt.

    • Processing time: 7–14 business days.

    • Costs: Customer’s responsibility (except in case of damages/errors).

    • Processing location: Our international warehouse in China.