Refund policy
Thank you for choosing NAXVEO. We stand behind our catalog and want every purchase to meet your expectations. If your delivery is flawed, damaged, or incorrect in any way, our team is ready to step in and resolve the issue quickly and fairly.
1. 30-Day Coverage Period
All claims for returns, replacements, or full refunds must be initiated within 30 calendar days from the date tracking confirms delivery of your parcel.
2. Defective or Transit-Damaged Goods
If your package arrives broken, defective, or suffers damage en route, we provide an immediate remedy. You may choose between an expedited replacement shipment or a complete refund—at zero additional expense to you.
3. Incorrect or Mismatched Deliveries
If the item delivered does not match your confirmed order specification (including incorrect size, variant, color, or model), NAXVEO will promptly dispatch the correct unit or process a 100% refund at no charge.
4. Order Modifications & Address Errors
If you realize an error in your order details or purchase, notify us as soon as possible at hello@naxveo.com. We can readily adjust or cancel orders that have not yet entered warehouse fulfillment. Once a package has been dispatched into the carrier network, shipments cannot be intercepted, amended, or reimbursed due to purchaser entry errors.
5. Change of Mind Policy
While we guarantee protection against defective, broken, or mismatched goods, NAXVEO does not accommodate returns or refunds for standard buyer remorse or changes of mind. Because we absorb international freight costs to offer 100% complimentary shipping worldwide, our policy requires an objective product defect or fulfillment error to approve an RMA request.
6. European Union Statutory Right of Withdrawal
In accordance with consumer regulations, customers located within the European Union retain the right to cancel and withdraw from their purchase within 30 days of receiving the final parcel of their order.
Submitting a withdrawal: Contact hello@naxveo.com stating your explicit intent to exercise your right of withdrawal alongside your order number.
Pre-Fulfillment Cancellations: EU customers may cancel an order anytime prior to warehouse processing by contacting our team directly.
Reimbursement Timeframe & Collection: Once your notice is acknowledged, funds are reimbursed within 14 days. You will not incur return freight costs; our team will arrange a complimentary pickup directly from your address.
7. How to Submit a Claim
To request a return or replacement, please send an email to hello@naxveo.com with your order number, along with clear photos or a short video demonstrating the issue. Our support team reviews all submissions within 24 to 48 business hours to confirm next steps.
8. Refund Settlement & Payouts
All reimbursements are issued securely through Shopify Payments back to the original method of payment. Following administrative approval, credits typically reflect on your bank or credit card balance within 2 to 10 business days. If your statement has not updated after 10 full business days, reach out to us at hello@naxveo.com for tracking assistance.
9. Return Shipping & Logistics
Because NAXVEO operates across a multi-hub fulfillment network, our support team will instruct you on whether a physical return is necessary. Should an item require physical return due to defect or dispatch error, you will incur zero handling or restocking charges. We schedule courier collections directly from your doorstep via carrier partners (such as packagesender.com) to make the return hassle-free.
For questions or assistance regarding an existing order, please contact our support desk directly at hello@naxveo.com. We are here to help.