Return Policy
Return & Refund Policy
At Nuxelis, we stand behind our products and want every customer to feel confident in their purchase. Please review this policy carefully before submitting a return or refund request.
Order Cancellation
Orders may only be canceled before processing begins.
Once an order has been processed or shipped, it cannot be canceled.
60-Day Refund Policy
We offer a 60-day refund policy from the date of delivery (based on carrier tracking).
To be eligible, refund requests must be submitted within 60 days of delivery. Requests submitted after this window will not be accepted.
Due to the personal and hygienic nature of cosmetic products, all refunds are subject to the conditions below.
Eligible Refunds
Refunds or replacements are approved only in the following cases:
- Item arrived damaged or defective
- Incorrect item received
- Product lost in transit (confirmed by carrier)
For approved cases:
- A replacement or refund will be issued after verification
- We may request photos or videos for confirmation
Non-Refundable Situations (Strict)
We do not accept returns or refunds for:
- Change of mind after purchase
- Personal preference or dissatisfaction
- Failure to see results (results vary by individual and usage consistency)
- Items that have been opened, used, or partially used
- Orders delayed due to customs, carrier issues, or incorrect address provided at checkout
- Promotional or discounted items
Opened or used cosmetic products are non-returnable for hygiene and safety reasons.
How to Request a Refund
To submit a request, email:
Include:
- Order number
- Reason for request
- Clear photos or videos (if item arrived damaged or incorrect)
Requests without sufficient information may be delayed or denied.
Our team will respond within 2 business days.
Refund Processing
- Approved refunds are issued to the original payment method
- Processing time: 1–3 business days after approval
- Banks or payment providers may take an additional 5–10 business days to post the refund
Chargebacks & Disputes
We encourage customers to contact us directly before initiating a chargeback.
Unresolved disputes or abusive refund behavior may result in future orders being declined.
Contact Us
If you have questions about this policy or your order:
📧 support@nuxelis.com
⏱️ Responses within 24 hours on business days