Refund policy

Return & Refund Policy
Thank you for shopping with NexaBrand USA™. We want you to love everything you order from us. If something isn't right, here's how returns and refunds work.

Returns
You have 30 days from the date of delivery to request a return. To be eligible, your item must be:
• Unopened and unused, in its original packaging
• Accompanied by proof of purchase (order number or receipt)
For hygiene and safety reasons, we cannot accept returns on opened or used skincare, makeup, or personal care products, including patches, masks, serums, and cosmetics, unless the item arrived damaged or defective.

Final Sale Items
The following items are final sale and cannot be returned or exchanged, unless they arrive damaged, defective, or incorrect:
• Vitamins and dietary supplements, once shipped (for safety reasons)
• Lingerie, intimates, and sleepwear (for hygiene reasons)
• Personalized and custom-made items, such as name jewelry, initial necklaces, monogrammed products, custom robes, and personalized ornaments (these are made to order just for you)
• Pierced earrings (for hygiene reasons)
Please review sizing charts and personalization details carefully before ordering.

NexaBeauty™ Products and Partner Brand Products
NexaBrand USA™ sells our own NexaBeauty™ products as well as products from trusted partner brands (including K-Beauty, Luxury Beauty, NexaHome, NexaKids, NexaHealth, and NexaGifts items such as jewelry, fragrance, and gift sets). Partner brand products ship directly from the brand and are returned directly to that brand. When you request a return, we'll send you the correct return instructions and address for your item. Some partner items may have slightly different return windows; any differences will be shared with you when you contact us.

How to Start a Return
Email us at support@nexabrandusa.com with your order number, the item(s) you'd like to return, and the reason for the return. We'll respond with instructions within 1–2 business days. Please do not send items back without contacting us first, as returns sent to the wrong address may not be processed.

Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error (wrong, damaged, or defective item). We recommend using a trackable shipping method.

Refunds
Once the return is received and inspected, we'll notify you of the approval status. Approved refunds are issued to your original payment method within 5–10 business days. Original shipping costs are non-refundable unless the return is due to our error.

Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photos of the item and packaging, and we'll arrange a replacement or full refund at no cost to you. This applies to all items, including final sale items.

Holiday Gifts
Orders placed between November 1 and December 24 may be returned until January 31 of the following year, following the same conditions above. Final sale items are not eligible for holiday returns.

Exchanges
We currently don't offer direct exchanges. If you need a different item or size, please return the original for a refund and place a new order.

Questions?
Reach out anytime at support@nexabrandusa.com. We're happy to help.

NexaBrand USA LLC