At “JP Nexo”, customer satisfaction is our priority. If you encounter any issues with your purchase, we offer a solution that may include a refund, return, or replacement, depending on the situation and the applicable regulations in your country.
1. General Conditions
- Defective or damaged products: If your product arrives defective, damaged, or does not match the order, you can choose between a refund, return, or replacement. Contact us within 14 calendar days of delivery with photos showing the defect or error, and we will resolve the issue at no additional cost.
- Undelivered products: If a product is not delivered, you may request a refund or choose a new delivery. Exceptions apply in cases of force majeure or delays beyond our control.
2. Return Policy by Region
- We only accept returns within the first 14 days if the product is defective, damaged, or does not match the order. Returns for “change of mind” are not accepted.
- In such cases, we offer a refund, a replacement, or the option to return the product.
- We will cover return shipping costs if the product is defective or incorrect.
Under the Consumer Rights Directive, EU customers have the right to return any product within 14 days of delivery without providing a reason.
- To exercise this right of withdrawal, contact us within 14 days of delivery. The product must be in its original condition, unused, and in its original packaging.
- The customer will be responsible for return shipping costs unless the product is defective or damaged.
3. Request Process
- To initiate any refund, return, or replacement request, please contact us at store@jpnexo.com with your order details and, if applicable, photos of the defective or incorrect product.
- We will evaluate your case and offer the most appropriate solution (refund, replacement, or return) in accordance with the applicable regulations in your region.