RETURN AND REFUND POLICY

Last updated: 28 August 2026

At NEXO AB, we want you to feel confident when making a purchase. Below you will find information about returns, the right of withdrawal, defective products, and refunds.

30-Day Return Policy

We offer a voluntary 30-day return policy, starting from the day you receive your order.

For returns made under our voluntary 30-day return policy, the product must be in substantially the same condition as when you received it. The product must be unused and, where applicable, returned in its original packaging or other suitable protective packaging.

These terms do not limit any rights you may have under mandatory consumer protection laws.

To start a return, please contact us at:

Email: support@getnexo.shop

Please include your order number and specify which products you would like to return. We will then provide instructions on how to complete the return.

Returns sent without contacting us first may result in delays in processing your return.

Return Address

Approved returns should be sent to:

NEXO AB
Hästhovsgatan 9C
722 27 Västerås
Sweden

Return Shipping

The customer is responsible for the cost of return shipping for a standard return or when exercising a statutory right of withdrawal, unless otherwise required by mandatory consumer protection law or unless we have expressly agreed to cover the cost.

We do not charge a separate restocking fee.

If the product is defective, damaged, or you have received the wrong product, please contact us before returning it so that we can provide an appropriate solution.

Damaged, Defective, or Incorrect Products

Please inspect your order when you receive it.

If the product is damaged, defective, or you have received the wrong product, please contact us as soon as possible at:

support@getnexo.shop

Please include your order number and describe the issue. We may also request photographs or other information to help us assess the matter.

For an approved claim involving a defective, damaged, or incorrect product, NEXO AB will cover reasonable return shipping costs when the product needs to be returned.

Claims regarding defective or incorrect products are handled in accordance with applicable consumer protection laws.

Exceptions to Returns and the Right of Withdrawal

Certain products may be excluded from the right of return or withdrawal where permitted by applicable law, for example products that have been manufactured or customized specifically according to the customer's personal requirements.

If such an exception applies to a particular product, this will be clearly disclosed before purchase where required.

If you are unsure whether a product can be returned, please contact us at support@getnexo.shop.

Exchanges

If you would like to exchange a product for another item, we recommend contacting us to arrange the return of the original product and then placing a new order for the product you would like.

Right of Withdrawal Within the EU/EEA

If you are a consumer within the EU/EEA, you normally have a statutory right of withdrawal of at least 14 days for distance purchases, in accordance with applicable consumer protection law.

Our voluntary 30-day return policy does not affect or limit any rights you have under mandatory consumer protection law.

To exercise your right of withdrawal, you can contact us at support@getnexo.shop and clearly inform us that you wish to withdraw from the purchase.

Refunds Under the Statutory Right of Withdrawal

When you exercise your statutory right of withdrawal, we will refund the amounts due without undue delay and no later than 14 days from the date on which we were informed of your decision to withdraw from the purchase.

Where required by applicable law, the refund will also include the cost of our least expensive standard delivery option.

If you selected a more expensive delivery option than our least expensive standard delivery option, the additional delivery cost will normally not be refunded to the extent permitted by applicable law.

We may withhold the refund until we have received the returned product or until you have provided evidence that the product has been sent back, whichever occurs first.

Refunds Under Our Voluntary 30-Day Return Policy

For returns made under our voluntary 30-day return policy after the statutory withdrawal period has expired, approved refunds are normally processed within 10 business days after the returned product has been received and inspected.

Refunds are normally issued to the same payment method used for the original purchase, where possible.

After we have processed the refund, additional time may be required before the amount appears in your account, depending on your bank or payment provider.

If you have not received your refund within a reasonable period of time, please contact us.

Contact

If you have any questions regarding returns, defective products, or refunds, please contact us:

NEXO AB
Hästhovsgatan 9C
722 27 Västerås
Sweden

Company registration number: 559581-5050
VAT number: SE559581505001
Email: support@getnexo.shop
Phone: +46 769248894