Refund and Returns Policy

Effective Date: July 8, 2026

Thank you for shopping at Nexura Store (accessible from [https://nexurastore.co.uk/](https://nexurastore.co.uk/)). We value your business and want to ensure you have a transparent experience with your purchases.

We offer a 14-day return and refund policy, which means you have 14 days after receiving your item to request a return.

1. Eligibility Criteria for Returns

To be eligible for a return, your item must meet the following conditions:

• The item must be in the same condition that you received it—unworn, unused, and undamaged.
• The product must be in its original, unopened packaging with all tags, labels, and accessories included.
• You must provide the receipt, order confirmation email, or proof of purchase.

2. Category-Specific Return Rules & Hygiene Policies

Due to the diverse nature of our hybrid catalog, certain product restrictions apply under UK consumer safety regulations:

• Beauty & Cosmetics (Wax Kits, Lip Care, Henna Stencils): For strict health and hygiene reasons, we cannot accept returns for any wax beads, cosmetics, lip glazes, or body art stencils once the protective seal or original packaging has been opened or tampered with.
• Pet Supplies (Outdoor Shelters, Beds): Pet houses and shelters can only be returned if they are entirely unused and have never been exposed to animals, pet hair, or outdoor weather conditions.
• Smart Utilities & Gadgets: Electronic utilities can be returned within the 14-day window provided they are in their original box with all charging cables, manuals, and protective films intact.

3. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon arrival. If an item is defective, damaged during transit, or if you receive the wrong product, contact our support team at support@nexurastore.co.uk within 48 hours of delivery.

We will assess the issue immediately and arrange a free replacement or a full refund for the damaged goods.

4. How to Initiate a Return

If your item meets the eligibility criteria, please follow these steps to process a return:

1. Send an email to support@nexurastore.co.uk with your Order Number and the reason for the return. (Attach photos if the product is damaged).
2. Our support team will review your request and send you instructions on where to ship your return package.
3. Return Shipping Costs: Customers are responsible for paying their own shipping costs for returning items unless the item arrived damaged or defective. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

5. Refunds Processing Time

Once your return is received at our hub and thoroughly inspected by our quality control team, we will send you an email to notify you of the approval or rejection of your refund.

• If Approved: Your refund will be processed automatically, and a credit will be applied to your original method of payment (Stripe credit/debit card or PayPal) within 5 to 7 business days.
• Late or Missing Refunds: If you haven’t received your refund yet, please check your bank account or credit card company first, as it often takes some processing time before a refund is officially posted.

6. Contact Us

For any further questions regarding our returns or refund procedure, please get in touch with our customer care desk:

• Email Support: support@nexurastore.co.uk
• Help Desk: +44 7478 884339
• Return Hub Address: 386 Lansbury Drive, Hayes, England, Greater London, United Kingdom, Postcode: UB4 8SP