Refund policy
Refund & Return Policy
30-day returns
You have 30 days from the date your order is delivered to request a return, for any reason. You do not need to explain why, submit photographs, or complete a form. There is no restocking fee.
How to start a return
Email support@try-nexora.com with your order number. We reply within 24 hours with return instructions and a return address.
Please contact us before sending anything back. Parcels returned without a return authorisation cannot be matched to your order and may not be refunded.
Return shipping
We cover return shipping within the United States. Your original shipping was free, so there is nothing to deduct from your refund.
Condition of returned items
We ask that returned items include all accessories and attachments that came in the kit. Items may be returned used — you are welcome to try the kit on your pet before deciding.
Refunds
Once your return is received and checked, we issue a full refund of the purchase price to your original payment method. We process this within 5 business days of receiving the parcel. Your bank or card issuer may take a further 3–10 business days to show the funds in your account.
In some cases we may issue your refund without requiring the item back. If so, we will tell you when you contact us.
Damaged, defective, or incorrect items
If your order arrives damaged, faulty, or is not what you ordered, email support@try-nexora.com with your order number and a photograph. We will send a replacement or issue a full refund immediately — you choose which, and you do not need to return the item first.
Cancellations
You can cancel any order free of charge within 24 hours of placing it, provided it has not yet been dispatched. Email support@try-nexora.com with the subject line CANCEL and your order number. Once an order has shipped, the 30-day return policy above applies instead.
Orders that never arrive
If your parcel has not arrived within 30 days of dispatch, email us and we will send a replacement or refund you in full. This is separate from, and in addition to, the 30-day return window above.
Exceptions
Gift cards cannot be returned or refunded. Everything else we sell is covered by this policy.
Contact
Nexora Hub LLC
A Wyoming limited liability company
Email: support@try-nexora.com
We reply to every email within 24 hours, Monday to Friday.