Return & Refund Policy
At **Nexus Luxora**, every piece is built with intention — and we want you to love what you wear. If something isn't right, we're here to make it right, within the terms below.
## Our 14-Day Return Window
You have **14 days from the date you received your order** to request a return.
To be eligible for a return, your item must meet **all** of the following conditions:
- The garment has **not been worn, washed, or altered**.
- All original tags are still attached.
- The item is in its original, unused condition, free of stains, odors (including deodorant, fragrance, and smoke), and any visible wear.
- The item has **not been damaged, marked, or defected by the customer** after delivery.
**Items that do not meet these conditions will not be accepted**, and the package will be returned to you at your cost.
## Final Sale Items
The following are **final sale** and cannot be returned or exchanged:
- Sale or clearance items
- Items marked as "Final Sale" at checkout
- Gift cards
- Custom or personalized pieces
## How to Request a Return
1. Email **[noubiznis@gmail.com] ** within 14 days of delivery with:
- Your order number
- The item(s) you'd like to return
- The reason for the return
- A clear photo of the item (this helps us process faster)
2. Our team will respond within **2 business days** with a Return Authorization (RA) number and instructions.
3. Ship the item back using the address we will provide, with the RA number clearly marked on the outside of the package.
**Returns sent without a Return Authorization number will not be accepted.**
## Return Shipping
- Return shipping is the **customer's responsibility**, unless the item is defective or we shipped you the wrong item (see below).
- We recommend using a trackable shipping method. We are not responsible for returns lost in transit.
## Refunds
Once we receive and inspect your return, we'll email you to confirm the result.
- **Approved returns:** A refund will be issued to your original payment method within **5–10 business days**. Depending on your bank or card issuer, the credit may take an additional 3–5 business days to appear on your statement.
- **Rejected returns:** If the item doesn't meet our return conditions (worn, washed, tagged removed, damaged by the customer, etc.), we'll notify you with photos. You may choose to pay return shipping to have the item sent back, or forfeit the item.
## Exchanges
We do not process direct exchanges. If you need a different size or style, please:
1. Submit a return for the original item (per the steps above).
2. Place a new order for the item you want.
This is the fastest way to get what you need without waiting for inventory.
## Defective or Incorrect Items
If your item arrives **defective, damaged in transit, or we shipped the wrong item**, we'll make it right at no cost to you.
- Contact us at **[noubiznis@gmail.com] ** within **7 days of delivery** with photos of the issue and your order number.
- We'll provide a prepaid return label and ship a replacement (or issue a full refund if the item is out of stock).
## Lost or Stolen Packages
If your tracking shows *delivered* but you did not receive the package:
1. Check with your household, neighbors, and building management.
2. Contact the carrier directly with your tracking number.
3. If the package cannot be located after 48 hours, email us and we will help you file a claim.
Nexus Luxora is not responsible for packages confirmed delivered by the carrier, but we will do our best to assist in resolving the issue.
## Questions?
Email **[noubiznis@gmail.com]** — we respond within **2 business days**, Monday through Friday.
*This policy complies with standard Shopify merchant terms and applicable U.S. consumer protection law. By purchasing from Nexus Luxora, you agree to these return terms.*