Refund & Returns Policy

Last Updated: 9 October 2026

At Nexora, customer satisfaction is our priority. We want you to have a positive shopping experience and feel confident when purchasing from our store.

If you are not completely satisfied with your purchase, we are here to help. Our Refund & Returns Policy explains your rights, how to request a return, and the process for receiving a refund or replacement.

This policy applies to purchases made through Nexora / Nexoracart at https://nexoracart.com.

1. Your Right to Cancel

Under UK consumer protection laws, customers purchasing eligible products online generally have the right to cancel their order within 14 days of receiving their goods, without providing a reason.

The cancellation period generally expires 14 days after the day on which you, or a person nominated by you, receives the goods.

After notifying us of your decision to cancel, you normally have an additional 14 days to return the products.

Your statutory cancellation rights are separate from your legal rights relating to faulty, damaged, incorrect, or misdescribed goods.

2. How to Request a Return

If you wish to return an item, cancel an order, or request a refund, please contact our customer support team.

Email: support@nexoracart.com

When contacting us, please provide the following information:

• Your full name
• Your order number
• The name of the product you wish to return
• The reason for your return, if applicable
• Your preferred resolution, where appropriate

Our customer support team will review your request and provide the necessary return instructions.

Important: Please do not send products back to the address printed on the shipping parcel unless our support team has confirmed that it is the correct return address.

3. Condition of Returned Items

Customers exercising their statutory cancellation rights may inspect and handle products to the extent reasonably necessary to establish their nature, characteristics, and functionality, similar to examining products in a physical retail store.

However, where products have been handled beyond what is reasonably necessary and their value has decreased, we may make an appropriate deduction from the refund where permitted by law.

Where reasonably possible, returned products should:

• Be unused beyond reasonable inspection
• Be in their original condition
• Include original packaging and accessories
• Include any supplied manuals, components, or additional items
• Be securely packaged to prevent damage during return shipping

Missing original packaging does not automatically remove your statutory cancellation rights.

4. Faulty, Damaged, or Incorrect Products

At Nexora, we aim to ensure that every customer receives the correct products in satisfactory condition.

If your order arrives with any of the following issues, please contact us:

• Damaged products
• Defective or faulty items
• Incorrect products
• Missing components
• Products that do not match their descriptions

Email: support@nexoracart.com

Please include your order number and, where appropriate, photographs or videos that clearly demonstrate the issue.

We will review your request and, where appropriate, arrange a repair, replacement, refund, or other suitable remedy in accordance with applicable UK consumer law.

Your statutory consumer rights remain fully protected.

5. Return Shipping Costs

Returns due to a change of mind

If you cancel an eligible order within the statutory cancellation period, you may be responsible for the direct cost of returning the goods, provided this was properly disclosed before purchase.

We will cover return costs where we have agreed to do so or where applicable law requires it.

Faulty, damaged, or incorrect products

If you receive a faulty, damaged, incorrect, or otherwise non-conforming product, please contact our customer support team before returning it.

Where required by applicable consumer law, we will cover reasonable return shipping costs or arrange an appropriate alternative.

6. Refund Process

Once we receive your valid cancellation request, we will process your refund in accordance with applicable UK consumer protection laws.

For eligible statutory cancellations, refunds will be issued without undue delay and no later than 14 days after the applicable legal deadline begins.

For goods being returned, we may withhold reimbursement until we have received the products or you have provided evidence of sending them back, whichever occurs first.

Your refund will generally include:

• The purchase price of the returned products
• The cost of the least expensive standard delivery option originally offered, where required by law

Additional charges for premium, express, or upgraded delivery services may not be refundable.

Refunds will normally be issued using the same payment method used for the original purchase, unless you expressly agree otherwise.

You will not incur additional refund fees from us.

7. Products Excluded from Cancellation Rights

Certain products may be excluded from the statutory 14-day cancellation right under applicable UK consumer protection laws.

Examples may include:

• Products made to your specifications or clearly personalised
• Sealed products unsuitable for return due to health protection or hygiene reasons if unsealed after delivery
• Certain perishable products
• Other products specifically excluded under applicable legislation

Any relevant exclusions will be communicated where required before purchase.

These exclusions do not remove your statutory rights relating to faulty, damaged, or misdescribed products.

8. Exchanges

We understand that customers may occasionally wish to exchange an item.

Where appropriate and available, we may offer an exchange for another product or a replacement.

To request an exchange, please contact:

Email: support@nexoracart.com

Our support team will provide information about product availability and the applicable exchange process.

Exchanges do not limit or replace your statutory consumer rights.

9. International Orders

Nexora may accept orders from customers outside the United Kingdom.

For international orders, additional conditions may apply, including:

• International return shipping arrangements
• Customs duties
• Import taxes
• Local consumer protection requirements
• Country-specific delivery restrictions

Applicable mandatory consumer protection rights will be respected.

Customers are encouraged to contact our support team for assistance with international returns.

10. Changes to This Policy

Nexora reserves the right to update or revise this Refund & Returns Policy to reflect changes in our operations, products, services, or applicable legal requirements.

Any updates will be published on this page with a revised Last Updated date.

Changes will not remove statutory rights that already apply to previous purchases.

We recommend reviewing this page periodically to stay informed about our current policies.

11. Contact Us

If you have questions about returns, refunds, exchanges, cancellations, or your consumer rights, please contact our customer support team.

Business Name: Nexora

Customer Support Email: support@nexoracart.com

Website: https://nexoracart.com

Business Address: Private corporation · 37 Smiths Avenue, Huddersfield, HD3 4AP, United Kingdom

Our team aims to respond to customer enquiries as soon as reasonably possible.

We appreciate your trust in Nexora and thank you for shopping with us.

Important Notice: Nothing in this Refund & Returns Policy excludes or restricts any statutory consumer rights you may have under applicable law.