Refund policy

Last Updated: October 20, 2026

At NAXPELORA™, we want every customer to enjoy a smooth, transparent, and confident shopping experience. This Return & Refund Policy explains the conditions, procedures, and timelines for requesting returns, exchanges, replacements, and refunds, including who is responsible for return shipping costs in different circumstances.

NAXPELORA™ is committed to handling after-sales requests fairly and transparently while respecting applicable consumer protection laws.

1. Return Eligibility

Customers may request a return within 30 calendar days after receiving their order, subject to the conditions outlined in this policy and applicable law.

To be eligible for a standard return:

  • The product should be unused, unworn, and in its original condition, except for reasonable inspection necessary to determine the product's nature, characteristics, or functionality.

  • Original packaging, accessories, and included components should be returned whenever reasonably possible.

  • Proof of purchase, such as an order number or order confirmation email, must be provided.

  • Customers must contact our customer support team and obtain return instructions before sending the product back.

Items that do not meet the applicable return requirements may not qualify for a standard return, where permitted by law.

These conditions do not limit any mandatory rights or remedies available for products that are defective, damaged, incorrectly supplied, or otherwise covered by applicable consumer protection laws.

2. How to Request a Return

To begin a return request, please contact our customer support team:

Email: service@naxpelo.com

Please include the following information in your request:

  • Your order number.

  • The product name or description.

  • The reason for the return.

  • Photographs or other supporting details, where relevant, particularly if the product is damaged, defective, incomplete, or incorrect.

Our support team will review your request and provide the appropriate return instructions, shipping details, and information about the applicable return shipping costs if the return is approved.

Please do not send products back before receiving return authorization and instructions from our team. This helps ensure that your return is sent to the correct destination and can be processed efficiently.

Returns sent without prior authorization may be delayed or may not be accepted where permitted by applicable law.

3. Damaged, Defective, Incomplete, or Incorrect Items

We recommend checking your order carefully after delivery.

If you receive an item that is:

  • Damaged during shipping.

  • Defective or not functioning as intended.

  • Incomplete due to a fulfillment error.

  • Incorrect or materially different from the product ordered or described.

Please contact our customer support team as soon as reasonably possible.

To help us assess the issue, please provide your order number, a description of the problem, and clear photographs of the affected product and packaging, where relevant.

After reviewing the information, NAXPELORA™ will explain the available resolution options. Depending on the circumstances, these may include a replacement, return, refund, or another appropriate remedy.

Return Shipping Costs for Damaged, Defective, or Incorrect Items

If we confirm that a product arrived damaged, is defective, is incomplete due to an error on our part, or was incorrectly supplied due to a fulfillment error, NAXPELORA™ will cover the reasonable return shipping costs for the approved return.

Depending on the circumstances, we will provide a prepaid return shipping label or confirm an appropriate reimbursement arrangement before the product is shipped back.

Please contact our customer support team and obtain return instructions before paying for return shipping. If reimbursement is approved, we will explain the documentation required, such as a shipping receipt or tracking information.

Customers will not be required to bear reasonable return shipping costs for confirmed product issues covered by this section, subject to applicable law.

Any applicable refund of original shipping charges, replacement shipping, or other related costs will be handled in accordance with the approved resolution and applicable consumer protection requirements.

Nothing in this section is intended to exclude or restrict any consumer rights or remedies that cannot legally be excluded or restricted.

4. Items That May Not Be Eligible for Standard Returns

To the extent permitted by applicable law, certain products may not be eligible for standard returns, including:

  • Products that have been used, altered, or damaged after delivery beyond what is reasonably necessary to inspect them.

  • Personalized or customized products made to the customer's specifications.

  • Items that are missing essential components or original packaging, where these are reasonably necessary for the return.

  • Products clearly identified as non-returnable before purchase, where such restrictions are permitted by law.

Certain sealed products may also be subject to specific return restrictions where their nature makes them unsuitable for return after opening and applicable law permits such restrictions.

These exclusions do not apply where a return, replacement, refund, or other remedy is required by applicable consumer protection laws, including where a product is defective, damaged, incorrectly supplied, or otherwise eligible for a mandatory remedy.

If you are uncertain whether your item qualifies for a return, please contact our support team before sending the product back.

5. Exchanges and Replacements

If you need to exchange an item for a different product, color, or style for personal reasons, please contact our customer support team before returning the original item.

The standard exchange process generally includes:

  1. Submitting a return request for the original item.

  2. Receiving return approval and instructions from our support team.

  3. Returning the original product according to the approved instructions.

  4. Placing a new order for the desired replacement item, subject to product availability.

This process helps ensure accurate order handling and reduces potential processing delays.

Shipping Costs for Exchanges and Replacements

Exchanges for personal reasons: If you wish to exchange an item because you changed your mind, selected the wrong product, color, or style, or prefer a different item, you will generally be responsible for the return shipping costs. You may also be responsible for shipping charges associated with sending the replacement item, unless otherwise agreed or required by applicable law.

Returns or replacements resulting from product issues: If we confirm that the original item arrived damaged, is defective, is incomplete due to our fulfillment error, or was incorrectly supplied due to an error on our part, NAXPELORA™ will cover the reasonable return shipping costs for the approved return. Applicable replacement shipping arrangements will be handled in accordance with the approved resolution and applicable law.

If you received a damaged, defective, incomplete, or incorrect product, please contact us before placing a replacement order. Our team will review the circumstances and advise you of the appropriate options.

All exchanges and replacements are subject to product availability and applicable legal requirements.

6. International Orders

Customers placing international orders should contact our support team before returning any products.

Return procedures, shipping arrangements, and applicable requirements may vary depending on the destination country or region.

A. Returns for Personal Reasons

For eligible change-of-mind returns, including returns because you no longer want the product or selected the wrong product, color, or style, the customer is generally responsible for the return shipping costs, unless otherwise agreed or required by applicable law.

Unless otherwise agreed or required by applicable law, the original shipping charges and return shipping expenses are not refundable for change-of-mind returns.

Customers should use a trackable shipping service where available and retain the shipping receipt until the return has been received and processed.

B. Returns for Damaged, Defective, Incomplete, or Incorrect Items

If we confirm that a product arrived damaged, is defective, is incomplete due to a fulfillment error, or was incorrectly supplied due to an error on our part, NAXPELORA™ will cover the reasonable return shipping costs for the approved return.

We will provide a prepaid return shipping label or confirm an appropriate reimbursement arrangement before the product is shipped back.

Customers should follow the instructions provided by our customer support team. Any applicable refund, replacement, or reimbursement will be handled in accordance with the approved resolution and applicable consumer protection requirements.

C. Customs and Other International Charges

International returns may involve additional shipping arrangements, customs documentation, import duties, taxes, or other charges. Responsibility for these charges will depend on the circumstances of the return, the applicable shipping arrangements, and relevant law.

Our customer support team will communicate the applicable arrangements when providing return instructions.

Customers may have additional return, cancellation, refund, or replacement rights under the consumer protection laws applicable to their location. Nothing in this policy is intended to waive or restrict any mandatory rights.

For assistance with an international return, please contact:

Email: service@naxpelo.com

7. Refunds

Once an authorized returned item has been received, we will inspect the product and determine whether the applicable return conditions have been met.

We will notify you of the refund decision. If your refund is approved, we will arrange for it to be processed.

Approved refunds:

  • Will generally be issued to the original payment method used for the purchase, unless otherwise agreed or required by applicable law.

  • Will normally be initiated within 5–10 business days after refund approval, unless a different timeframe is required by applicable law.

  • May require additional time to appear in your account, depending on your bank, card issuer, or payment service provider.

The time required for a refund to appear in your account may vary after the payment provider begins processing it.

If your refund has been approved but has not appeared after the applicable processing period, please contact our customer support team.

Email: service@naxpelo.com

Please include your order number and any relevant refund confirmation details so that we can assist you.

8. Return Shipping Information and Cost Responsibility

Please contact NAXPELORA™ before sending any return package.

Once your return request has been reviewed and approved, our customer support team will provide the appropriate return instructions, shipping details, and return address.

Our return shipping cost policy is as follows:

  • Personal reasons: Customers are generally responsible for return shipping costs when returning an eligible product because they changed their mind, selected the wrong product, color, or style, or no longer want the item.

  • Damaged products: If we confirm that a product arrived damaged, NAXPELORA™ will cover the reasonable return shipping costs for the approved return.

  • Defective products: If we confirm that a product is defective, NAXPELORA™ will cover the reasonable return shipping costs for the approved return.

  • Incomplete orders caused by our error: If we confirm that essential items or components were missing due to a fulfillment error, NAXPELORA™ will cover the reasonable return shipping costs for the approved return, where a return is appropriate.

  • Incorrect or materially misdescribed products: If we confirm that the wrong product was supplied or that the product materially differs from its description due to an error on our part, NAXPELORA™ will cover the reasonable return shipping costs for the approved return.

  • Exchanges and replacements: Shipping costs will be allocated according to whether the request results from personal preference or a confirmed product issue, as explained in Section 5.

For customer-paid returns, we recommend retaining your return shipping receipt and tracking information until the return has been received and the refund or other resolution has been completed.

For returns covered by NAXPELORA™, please obtain a prepaid return shipping label or an approved reimbursement arrangement before shipping the product back, unless otherwise required by applicable law.

Please do not send returned products directly to the company address listed in the Contact Information section unless our team has specifically instructed you to do so.

Where applicable law requires a different allocation of shipping costs or provides additional consumer rights, those requirements will take precedence over this policy.

9. Contact Information

For questions regarding returns, refunds, exchanges, or replacements, please contact our customer support team using the details below.

Brand: NAXPELORA™

Legal Company Name: Hangzhou Weijian Technology Co., Ltd.

Customer Support Email: service@naxpelo.com

Phone: +86 19928380503

Business Address: Room 7485, No. 121, Wensan Road, Xixi Subdistrict, Xihu District, Hangzhou City, Zhejiang Province, China

When contacting us about an existing order, please include your order number so that we can review your inquiry more efficiently.

NAXPELORA™ is committed to providing a transparent, reliable, and customer-focused after-sales experience. We will clearly communicate return shipping responsibilities and address eligible requests in accordance with this policy and applicable law.

We appreciate your trust and thank you for shopping with NAXPELORA™.