Refund policy

Refund & Return Policy

Nexora Market is an online store based in New York, United States. We sell our own brands, such as GLASSOUL, to customers in several countries. This policy applies to every order placed on nexora-market.com.

1. Product guarantees

Some products include an extended guarantee described on their product page. When a product page offers a guarantee, that guarantee applies to that product and takes precedence over the general rules below.

GLASSOUL 60-day guarantee

GLASSOUL products (such as GLASSOUL Glass Skin Pads) come with a 60-day satisfaction guarantee:

  • You have 60 calendar days from delivery to try them. If they don't convince you, we refund 100% of what you paid for the product.
  • You don't need to return the product. For hygiene reasons opened cosmetics are not resold, so we won't ask you to send them back.
  • To request it, email support@nexora-market.com with your order number. Telling us about your experience helps us improve, but it is optional.
  • We issue the refund within 5 business days of your request, to the payment method you used.
  • The guarantee applies once per customer and household, on one order per product.

2. General returns (30 days)

For products without an extended guarantee, you can request a return within 30 days of delivery. The item must be unused, unopened and in its original packaging. For hygiene reasons, opened skincare, cosmetics and personal-care products cannot be returned unless they are covered by a product guarantee or arrived damaged or defective.

To start a return, email support@nexora-market.com with your order number. We will reply with the instructions. Return shipping is paid by the customer, except when the item is damaged, defective or not what you ordered.

3. Damaged, defective, wrong or missing items

We cover the cost only when the item arrives broken, does not work at all, is not the product you ordered, or is missing from your package. In these cases, write to us within 10 days of delivery with your order number and photos or a video that show the problem. We will send a free replacement or give you a full refund, and we pay any return shipping that may be needed.

Any other reason, such as changing your mind or small cosmetic marks that don't affect use, falls under the general returns in section 2, and return shipping is paid by the customer.

This does not limit the legal warranty that the law of your country gives you for defective products.

4. How refunds are paid

Approved refunds are issued to your original payment method within 5 business days of approval. Your bank or card issuer may take a few additional days to show it.

5. Free gifts and promotions

Free gifts have no cash value and cannot be refunded or exchanged. Unless a promotion says otherwise, free gifts are limited to one per customer and to the customer's first order, so they may not be included in repeat orders. Discount codes cannot be combined unless stated.

6. Your legal rights

This policy does not limit the consumer rights you have under the law of your country. For example, in Mexico you may revoke your purchase within 5 business days after delivery (Federal Consumer Protection Law, art. 56). In the European Union, including Spain, you may withdraw from your purchase within 14 days of delivery without giving a reason; sealed health and hygiene products that were unsealed after delivery are excluded from this right.

In the United Kingdom you have 14 days from delivery to cancel your purchase under the Consumer Contracts Regulations 2013, on the same terms.

7. Cancelling before shipment

You can cancel your order free of charge as long as it has not shipped. Write to us as soon as possible with your order number.

8. Before opening a dispute

If something is wrong with your order, please write to us first. We solve most cases within 48 business hours, which is faster than a bank dispute. You can also contact the consumer authority of your country, such as PROFECO in Mexico or the consumer services of your region in Spain.

Contact

Nexora Market · New York, NY, United States
Email: support@nexora-market.com
We reply within 48 business hours (Monday to Friday).