Return & Refund Policy

At Nexus Luxora, we want you to feel confident in what you wear and in your experience with us. If something isn’t right with your order, contact us—we’ll help you understand your options and the next steps.

Return requests: Within 14 days of delivery
Contact: support@nexusluxora.net
Response time: Within 2 business days, Monday through Friday

Returns

You may request a return within 14 days of receiving your order.

To qualify, items must be:

Unworn, unwashed, and unaltered.
In their original condition, with all original tags attached.
Free from stains, odors, marks, or damage caused after delivery.

These conditions apply to standard returns. If your item arrived damaged, defective, or incorrect, please follow the instructions under Damaged, Defective, or Incorrect Items.

Final Sale Items

The following items are not eligible for standard returns or exchanges:

Sale or clearance items.
Items identified as “Final Sale” before purchase.
Gift cards.
Custom or personalized pieces.

Final-sale restrictions do not prevent you from reporting an item that arrived damaged, defective, or incorrect, and do not limit rights available under applicable consumer law.

How to Request a Return

Email support@nexusluxora.net within 14 days of delivery. Include your order number, the items you wish to return, and the reason for your request. Please include clear photos if there is a problem with the item.
We’ll review your request and respond within 2 business days. If your return is authorized, we’ll provide a Return Authorization (RA) number, the return address, and shipping instructions.
Follow the instructions provided and clearly include your RA number with the package.

Please contact us before shipping a return. Use only the return address we provide, which may differ from the address on your original package.

Return authorization allows you to send the item back for inspection; it does not guarantee refund approval.

Return Shipping

For standard returns, you are responsible for return shipping costs.

We recommend using a tracked shipping service and keeping your shipping receipt until your return has been processed. If your return is delayed or lost in transit, contact the carrier and let us know so we can help review the situation.

If we confirm that your item arrived damaged, defective, or incorrect, we will cover any required return shipping.

Original shipping charges are non-refundable for standard returns, unless required by applicable law. Customers are responsible for return shipping costs.

If your item arrives damaged, defective, or incorrect, Nexus Luxora will cover any shipping costs required to resolve the issue. If we issue a full refund for the affected order, it will include the original shipping charge.

Refunds

Once we receive and inspect your return, we’ll email you with the outcome.

Approved returns: We will issue your refund to the original payment method within 5–10 business days of approval. Your bank or payment provider may require additional time to display the credit.

Returns that do not qualify: We’ll explain the reason and provide supporting photos where relevant. If you would like the item sent back to you, we’ll confirm the shipping cost and arrange next steps with you.

If you have not received your refund after the processing period, contact support@nexusluxora.net with your order number.

Exchanges

We do not offer direct exchanges.

If you would like a different size, color, or style, request a return for your eligible item and place a separate order for the replacement.

Your new order is a separate purchase. Availability is not guaranteed, and the original order will be refunded only after the return is received and approved.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, or different from what you ordered, email support@nexusluxora.net, preferably within 7 days of delivery, with:

Your order number.
A description of the issue.
Clear photos of the item and the affected area.
Photos of the packaging if it arrived damaged.

Keep the item and packaging until we provide instructions.

Once we confirm the issue, we’ll arrange a replacement at no additional cost or a full refund if a replacement is unavailable. If a return is necessary, we’ll provide a prepaid return label.

Please contact us even if you discover a problem after seven days so we can review it. This reporting request does not limit any rights you have under applicable consumer law.

Missing Packages

If tracking shows your package as delivered but you cannot locate it:

Confirm the delivery address on your order.
Check around your delivery location and with household members, neighbors, or building management.
Contact the carrier using your tracking number.
If the package is still missing after 48 hours, email support@nexusluxora.net with your order number.

We’ll review the tracking information and help you investigate with the carrier. Refund or replacement eligibility will depend on the findings and any applicable consumer rights.

If tracking does not show delivery and your estimated delivery window has passed, contact us so we can investigate.

Your Consumer Rights

This policy does not limit any rights or remedies available to you under applicable consumer law. Where those rights differ from this policy, the applicable legal requirements take precedence.

Contact Us

For questions about a return, refund, or order issue, email support@nexusluxora.net.

We respond within 2 business days, Monday through Friday.