Refund policy

How to Request a Return

If you would like to return an order, please contact us within the applicable 14-day period at contact@nacxai.com

Please include your order number and, where possible, the name used when placing the order. We will provide the information needed to proceed with the return.

Condition of Returned Products

Products should be returned within the applicable return period and should be handled with reasonable care.

You may inspect the product to determine its nature, characteristics and functionality in the same way you reasonably could in a physical store. Where a product has been handled beyond what is necessary for this purpose, you may be responsible for any resulting loss in value to the extent permitted by applicable law.

Return Shipping Costs

Unless otherwise stated or required by applicable law, the customer is responsible for the direct cost of returning a product when exercising the statutory right of withdrawal.

Any return-shipping responsibility will be communicated in accordance with applicable consumer protection requirements.

Refunds

Once a valid withdrawal has been received, we will process the applicable refund in accordance with the law.

Refunds will normally be made using the same payment method used for the original transaction, unless another method has been agreed with you.

Where applicable, we may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

Faulty, Damaged or Incorrect Products

If your product arrives damaged, is defective, or is different from what you ordered, please contact us as soon as possible.

Please provide your order number and a description of the issue. Photos may also be requested where they are useful for assessing the problem.

Your statutory consumer rights regarding defective, non-conforming or incorrectly supplied goods remain unaffected by this policy.

Exceptions

Certain products and circumstances may be excluded from the statutory right of withdrawal under applicable law. This can include certain personalised goods, perishable goods, sealed goods that cannot be returned for health or hygiene reasons once opened, and other statutory exceptions.

Where an exception applies, the applicable information will be provided before or during the purchase process where required.

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