Refund policy

Last updated: September 30, 2026

Every Nexovia gift is made to order with your personal details, which means it can't be resold. That's why our policy focuses on making things right when something goes wrong, rather than on returns for change of mind.

We will replace or refund your item if:

It arrived damaged or broken;
It has a printing or manufacturing defect (for example smudged print, wrong colors or a faulty product);
You received the wrong item, or the personalization does not match what you entered;
Your package was lost in transit (tracking shows no movement well beyond the estimated delivery time).

We can't accept returns for:

Change of mind, or no longer needing the gift;
Spelling, date or photo errors that were in the details you submitted (please check your preview carefully!);
Small differences in color or placement between the on-screen preview and the finished product;
Blurry prints caused by low-quality photos you uploaded;
Packages delivered to an incorrect address entered at checkout, or marked delivered and then stolen.

How to make a claim

Email contact@nexoviastore.com within [30] days of delivery.
Include your order number and clear photos showing the problem (and the shipping label, if the item was damaged).
We'll review your request within 1–2 business days and offer a free replacement or a refund to your original payment method.

You usually do not need to send the item back. If we do need it returned, we'll let you know and explain how.

Cancellations

You can cancel or change your order within 3 hours of placing it by emailing us with your order number. After that, production may have started and we may not be able to cancel.

Refund timing

Approved refunds are issued to your original payment method. Depending on your bank or card provider, it can take 5–10 business days for the money to appear in your account.