Refund & Returns Policy

Last Updated: October 19, 2026

At Nexaluma, customer satisfaction is our priority. We believe that shopping for skincare and personal care products should be simple, transparent, and worry-free.

We stand behind the quality of our products and want every customer to feel confident when placing an order. That's why we offer a 30-Day Money-Back Guarantee, allowing you to try our products with peace of mind.

If you're not satisfied with your purchase, we're here to help.

1. Our 30-Day Money-Back Guarantee

We offer a 30-Day Money-Back Guarantee with No Returns Required on eligible purchases made directly through our official website, nexaluma.com.

If you're not completely satisfied with your product, you may request a refund within 30 days of receiving your order.

Whether the product didn't meet your expectations, wasn't suitable for your needs, or simply wasn't what you hoped for, our customer support team is here to assist you.

Here's what makes our guarantee simple:

• 30 Days to Decide: You have 30 calendar days from the date your order is delivered to request a refund.

• No Returns Required: You do not need to ship the product back to us.

• Simple Refund Process: Contact our support team with your order details.

• Refund to Original Payment Method: Approved refunds are issued through your original payment method.

• No Complicated Procedures: We aim to make the experience straightforward and hassle-free.

Our goal is to give you confidence in your purchase without the inconvenience of traditional product returns.

2. How to Request a Refund

If you're unhappy with your purchase, requesting a refund is easy.

Step 1: Contact Our Support Team

Email hello@nexaluma.com within 30 days of receiving your order.

Please include:

• Your full name.

• Your order number.

• The email address used when placing your order.

• A brief explanation of why you're requesting a refund.

Step 2: Refund Review

Our customer support team will review your request and confirm whether it meets the terms of our 30-Day Money-Back Guarantee.

We may ask for additional information to help identify your order, understand your experience, or resolve any issues.

You will not be required to return the product for an eligible refund under our guarantee.

Step 3: Refund Confirmation

Once your refund has been approved, we will initiate the refund to your original payment method.

Step 4: Receive Your Refund

Refunds typically appear in your account within 5–10 business days after processing, depending on your bank or payment provider.

Processing times may vary between financial institutions.

3. Refund Eligibility

To qualify for our 30-Day Money-Back Guarantee, the following conditions generally apply:

• Your purchase must have been made directly through nexaluma.com.

• Your refund request must be submitted within 30 calendar days of confirmed delivery.

• You must provide sufficient order information for us to verify your purchase.

• The request must relate to a genuine purchase and comply with the terms of this policy.

Our satisfaction guarantee is generally limited to one refund per product type, per customer.

This limitation is intended to prevent repeated misuse of the guarantee while ensuring customers have a fair opportunity to try our products.

We reserve the right to investigate suspected fraudulent, duplicate, or abusive refund requests.

Nothing in these eligibility requirements limits any rights you may have under applicable consumer protection laws.

4. No Returns Required

Unlike traditional return policies, Nexaluma does not require you to send your product back when your refund is approved under our 30-Day Money-Back Guarantee.

We understand that returning personal care and skincare products can be inconvenient, particularly after they have been opened or used.

By removing the return requirement, we aim to make the refund experience easier for our customers.

Once your refund is approved, you may keep or responsibly dispose of the product.

There is no need to pay for return shipping or arrange a return shipment.

5. Refund Amounts and Shipping Fees

For approved refunds under our voluntary 30-Day Money-Back Guarantee:

• Refunds cover the eligible product purchase price, including any applicable product discounts.

• Original shipping and delivery charges are generally non-refundable.

• Additional services or optional shipping upgrades are generally non-refundable once provided.

• Refunds are returned to the original payment method used at checkout.

For orders containing multiple products, the refund amount will be determined by the eligible products included in your approved request.

Where a refund is required under applicable consumer protection laws, the refund amount and any associated delivery costs will be handled in accordance with those laws.

6. Damaged, Defective, or Incorrect Products

We take care to ensure that every order arrives in excellent condition.

If your order arrives damaged, defective, or contains an incorrect product, please contact us as soon as possible at hello@nexaluma.com.

To help us resolve the issue efficiently, please provide:

• Your order number.

• A description of the issue.

• Photos of the affected product or packaging, if available.

Depending on the circumstances and your rights under applicable law, we may offer an appropriate solution, including a replacement or refund.

You will not be required to return a damaged or incorrect item unless we make appropriate arrangements consistent with applicable law.

7. Missing or Undelivered Orders

If your order has not arrived within the expected delivery timeframe, please contact our customer support team at hello@nexaluma.com.

We will help investigate the shipment using the tracking information provided by our shipping partners.

If your order is confirmed as lost or was not delivered as required, we will work with you to provide an appropriate resolution, which may include a replacement or refund.

A tracking status marked as "delivered" does not automatically prevent us from investigating a genuine delivery concern.

8. Refunds for Bundles and Promotional Offers

If you purchased a product as part of a bundle, multi-buy discount, or promotional offer, your refund will reflect the amount actually paid for the eligible product or products.

For example, if you purchased products through a Buy One, Get One 50% Off promotion, refund calculations will account for the discount applied at checkout.

You cannot receive a refund greater than the amount paid for the relevant products.

Refunds for promotional purchases will be assessed according to the terms of the offer and this policy, without limiting your statutory consumer rights.

9. Refund Processing Times

Once your refund is approved, we will submit it to the original payment method.

Estimated refund timeframe: 5–10 business days after processing.

Please note:

• Weekends and public holidays are not considered business days.

• Different banks and payment providers may have different processing times.

• Nexaluma cannot control delays caused by external financial institutions.

• Refunds may appear as a reversal of the original transaction rather than a separate credit.

If more than 10 business days have passed since your refund was processed, please contact us at hello@nexaluma.com so we can assist you.

10. Misuse of the Money-Back Guarantee

Our Money-Back Guarantee is designed to protect genuine customers and provide confidence when shopping with Nexaluma.

To maintain a fair and sustainable policy, we reserve the right to review, investigate, and, where permitted by law, decline requests involving suspected misuse.

Examples may include:

• Repeated refund claims for the same product after previously receiving a satisfaction-guarantee refund.

• Fraudulent or intentionally misleading information.

• Attempts to claim multiple refunds for the same purchase.

• Abuse of promotional offers or the refund process.

Any decision to decline a claim under our voluntary guarantee will not affect rights or remedies available under applicable consumer protection laws.

11. Consumer Rights

Our 30-Day Money-Back Guarantee is an additional benefit provided by Nexaluma and does not replace, restrict, or exclude any consumer rights available under applicable law.

For customers protected by the Australian Consumer Law, products come with consumer guarantees that cannot be excluded.

You may be entitled to a repair, replacement, refund, or compensation where goods fail to meet applicable consumer guarantees, depending on the nature of the failure.

These statutory rights may apply beyond the 30-day satisfaction-guarantee period and are not subject to the voluntary guarantee's one-refund-per-product restriction.

We are committed to handling all refund requests fairly and in accordance with applicable consumer protection requirements.

12. Contact Us

If you have any questions about your order, our refund policy, or your eligibility for a refund, our customer support team is here to help.

Customer Support Email: hello@nexaluma.com

Website: https://nexaluma.com

When contacting us, please include your order number so we can assist you as efficiently as possible.

We appreciate your trust in Nexaluma and are committed to making your shopping experience as simple and stress-free as possible.

Shop with confidence, knowing your satisfaction matters to us.