Order Cancellation and Refund

Please read the refund, return, and cancellation policy by Nixova.

Pre- Shipment, Refund:

  • You have 24 hours to cancel your order after submission to claim the refund.
  • To cancel, email support@nixova.com with the following details:
    1. Order ID
    2. Brief reason for cancellation
  • Nixova will deduct a cancellation fee (transaction fee) and refund the remaining balance to your original payment method within 7 working days.

Post- Shipment:

  • After 24 hours, the item has passed and shipped; cancellations are no longer possible. Contact us at support@nixova.com to initiate a return upon delivery before accepting or signing for the delivery.
  •  In terms of accepting a post-shipment cancellation, return shipping costs will be the buyer’s responsibility. Thus, we reserve the right to decline any post-shipment cancellation requests.

Customers at High Risk:

  • Customers flagged for frequent fraudulent chargebacks may have their orders canceled automatically.

Terms of Return

  • For concerns involving product defects under warranty, please refer to our Warranty Policy for detailed procedures.
  • Ensure taking clear photos and videos of the packaging and product before and during unpacking for any return or warranty claims.
  • In general, we only accept returns for items that have imperfections or errors that were our fault.

Returns Due to the Seller’s Fault:

  • Steps to initiate a return:
    1. Email support@nixova.com with:
      • A detailed description of the issue, in addition to the proof of purchase (order number, store link).
      • Clear evidence (photos/videos) taken before and during unpacking and using the product showcases the issue. Moreover, we may ask you to make a video call to let us check the product’s condition.
    2. Upon approval, you’ll receive a return address.
    3. Repackage the item securely in its original condition.
    4. Document the repackaging process with photos or videos to avoid disputes with the courier.
    5. Ship the item back to the provided address.
    6. Upon receipt and verification of the returned item, a refund or replacement will be processed within 48 hours.
    7. Your bank may take 7–10 business days to process refunds into your payment account.
  • For damaged or incorrectly delivered items, Nixova will also cover the return shipping fees.
  • Buyers must initially pay for shipping, then share the tracking number and shipping bill and their original bank account with Nixova. Refunds for shipping costs will be processed within 7–10 business days.
  • Please take a look at our warranty policy for detailed timelines.

Returns for Buyer Reasons:

Personal return requests (e.g., customer dissatisfaction) may not be accommodated.

Shipping Costs of Returned Items

Buyer’s Responsibility:

  • Buyers cover return shipping costs for personal returns (if accepted) and choose a reliable courier service.
  • Note: Personal dissatisfaction with the product (e.g., it does not meet expectations) is not a valid reason for returns.

Missing Packages

  • If your package is lost or not delivered, please follow these steps:
    1. Verify Delivery Status: Use tracking information or contact the courier to confirm the status.
  1. Search Locally: If marked as delivered, check with neighbors or family members who may have signed on your behalf.
  2. Request Evidence: Contact the courier for any available delivery footage or proof of delivery.
  3. File a Claim: If unresolved, file a claim directly with the courier and email us at support@nixova.com with the details. We will assist you with the process.
  4. Transit Issues: If the package was lost in transit and has not been marked as delivered, Nixova will verify the issue within 7–14 business days and process a refund or replacement.

Refund Policy

  • Refunds are initiated 48 hours after receiving and verifying returned items, and banks typically process refunds within 7–10 business days.
  • Any delays in processing due to your bank are beyond our control and are not our responsibility.
  • Orders canceled due to system or third-party issues will be refunded automatically.
  • We recommend checking your payment account for any potential security concerns.
  • If you return the item without consulting us beforehand, we reserve the right to refuse both the return and the refund/replacement.

Important Notice:

  • Customized orders: Non-cancellable and exempt from standard return/refund policies.
  • Promotions: Products purchased during Nixova’s special promotions are final sales and not eligible for returns or refunds.
  • Double-check product specifications before ordering
  • Incorrect plug types or models may not qualify for returns. Contact support@nixova.com to request changes before shipment.
  • If a return is requested due to a misunderstanding of the product details (e.g., plug type, model, etc.), we reserve the right to decline the return or refund request.
  • We kindly request that you review your needs carefully before making a purchase.

Contact Us

In summary, at Nixova, we strive to make the return and refund process as seamless as possible. Please don’t hesitate to reach out if you have any questions: support@nixova.com Refund

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