Refund policy

Refunds & Returns – Personalized Products

Due to the custom-made nature of our products, all personalized items are final sale.

Once a personalized product has been produced, it cannot be returned, refunded, or exchanged, except in the following cases:

• The product arrives damaged
• The product contains a manufacturing defect
• The product does not match the customer’s approved design (wrong photo, wrong personalization, wrong size, etc.)

In these cases, the customer must contact Nexura within 72 hours of delivery and provide clear photographic evidence of the issue.
After verification, Nexura will either offer a replacement or a refund, at our discretion.

Refunds will not be issued for:
• Delays caused by carriers, customs, or peak seasons
• Delivery failures due to incorrect or incomplete customer information
• Dissatisfaction based on personal taste, expectations, or change of mind
• Orders that were successfully delivered but no issue was reported

By placing an order, the customer explicitly agrees to these terms and acknowledges that personalized products are exempt from the standard right of withdrawal under EU consumer law (Article 16(c) of Directive 2011/83/EU).

Accuracy of customer information

The customer is solely responsible for providing complete and accurate shipping information (name, address, postal code, apartment number, phone number, etc.) at checkout.

According to Article 20 of Directive 2011/83/EU, the risk of failed delivery transfers to the customer when the delivery cannot be completed due to incorrect or incomplete information provided by the customer.
In such cases, no refund can be issued and reshipping fees, if applicable, must be covered by the customer.

Communication with the carrier

If the delivery fails due to incorrect shipping details (wrong address, missing apartment number, missing phone number, etc.), it is the customer’s responsibility to contact the carrier directly to provide the necessary information, arrange a new delivery, or collect the parcel.

Nexura is not required to contact the carrier on behalf of the customer when the failed delivery results from incorrect details provided by the customer.

Contact

If you have any questions or need assistance regarding your shipment, you may contact us at:

Nexura
Email: contact.nexura.us@gmail.com