Return and Refund Policy

Return Window

We offer 30 days return service since delivery date,that means you can request return during this period,once return request accepted,you must have your return package pick-up scanned within 7 days

 

Eligible Items Conditions

To be eligible for a return,your item must be in the same condition that you received: unused in its original packaging. You will also need the receipt or proof of purchase

 

How to cancel order

We ONLY accept order cancellation before the product is shipped. We cannot cancel the order if the product is already shipped out. 

Contact us for cancellation with order number at:  support@nexacePilates.com

 

What to Do Before Starting a Return 

Before return ,you need to contact us for return authorization with order number and return reason. If your return authorized,we will send you steps on how and where to send back the package. and you must have your return package pick-up scan within 7 days

Any direct return without return request authorization will not be accepted and refunded

 

What Kind of Return Request Reasons Can be Authorized ?

---reasons due to seller's fault:   

• Faulty/damaged goods
• Different from what was ordered
• Defective/Does not work properly
• Haven't received the item yet in promised time

---reasons due to customer's fault

• Incompatible or not useful for intended purpose
• No longer needed 

---Except all above reasons,all other return reasons will not be accepted

 

Who pay the return shipping fee?

• For these seller's fault reasons return, we may ask you to provide us evidence .After verified,we will send you prepaid shipping label
• For these customer's fault reasons return,you have to pay return shipping fee, NO pre-paid shipping label   

 

What Kind of Refund Can be Approved for the Return?

---Seller's fault reasons : full refund in its original packaging condition

---Customer's fault reason: full refund if returned package in eligible condition.      

---Customer's fault reason: NO refund if returned item NOT in eligible condition

 

Where to return?

• all US customer's return package will be back to our warehouse in  COMMERCE, CA 90022-4119  US
• all EU customer's return package will be back to our warehouse in Rheinland-Pfalz, 55459 DE

We will send you further detail address once your return request accepted

 

When and How Long Refund

 
Once your return packaged is received and inspected, we will email you a notification of receipt,and let you know what kind of refund was approved or not. then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of 4-6 business days.

 

Contact Us for Any Return or Refund Problems at:

 support@nexacepilates.com