Refund policy
Refund and Return Policy
Last updated: September 10, 2026
At Nexantrix, we want you to enjoy a safe and satisfying shopping experience. If for any reason you are not completely satisfied with your purchase, we will be happy to assist you in accordance with the terms outlined in this policy.
Return Window
You may request a return within 30 calendar days from the date you receive your order.
To be eligible for a return, the product must meet the following conditions:
- Be unused and in the same condition in which it was received.
- Be kept in its original packaging whenever possible.
- Be accompanied by proof of purchase or your order number.
How to Request a Return
To start the return process, contact us at:
Our team will review your request and, if it meets the requirements, provide you with the correct return address and the necessary instructions.
Important: Do not send any product back without receiving prior authorization from us. Unauthorized returns may be rejected.
Damaged, Defective, or Incorrect Products
We recommend inspecting your order immediately after receiving it.
If the product arrives:
- Damaged.
- Defective.
- Incorrect.
- Incomplete.
You must contact us within 7 calendar days after delivery.
To help us process your request quickly, please include:
- Clear photos of the product.
- Photos of the packaging received.
- Your order number.
Once the case has been reviewed and validated, we will provide an appropriate solution, which may include:
- A replacement product.
- A full refund.
- A partial refund, when appropriate.
Orders Lost in Transit
If the carrier confirms that an order has been lost in transit, Nexantrix will offer the customer one of the following options:
- A replacement product at no additional cost.
- A full refund of the order.
Products That Cannot Be Returned
Unless they arrive damaged or have a manufacturing defect, we do not accept returns for:
- Customized or made-to-order products.
- Gift cards.
- Products marked as final sale.
- Personal care products that have been opened or used.
- Products that have been used, modified, or damaged by the customer after delivery.
The exclusions above apply to the extent permitted by applicable law and do not limit any mandatory consumer rights that may apply to you.
Exchanges
We currently do not offer direct product exchanges.
If you would like a different item, you must:
- Request a return of the original product, if eligible.
- Place a new order for the desired product.
Order Cancellations
Orders may be canceled as long as they have not yet been processed for shipment. If you wish to cancel an order, please contact us as soon as possible at contact@nexantrix.com.
Once an order has been processed or shipped, we may no longer be able to cancel it. In that case, you may request a return in accordance with the terms of this policy.
Right of Withdrawal for European Union Customers
If your order is shipped to a country within the European Union, you have the right to withdraw from your purchase within 14 calendar days following receipt of the product, without having to provide a reason.
During this period, you may examine the product only to the extent necessary to establish its nature, characteristics, and functioning. If the product has been handled beyond what is necessary for this purpose, we may, where legally permitted, reduce the refund to account for any diminished value.
This right is subject to the exceptions provided under applicable law.
Return Shipping Costs
If the return is due to:
- A defective product.
- A product damaged in transit.
- An incorrect product sent by Nexantrix.
Nexantrix will cover reasonable return shipping costs.
If the return is made for personal reasons, such as a change of mind, an ordering mistake, personal preference, or other reasons not attributable to Nexantrix, the customer will be responsible for the return shipping costs.
Refunds
Our goal is always to find a fair and prompt solution for every customer. If you experience any issue with your order, our customer service team will be available to assist you throughout the process.
Once the returned product is received, our team will inspect it to verify that it meets the conditions of this policy.
If the return is approved:
- The refund will be issued to the same payment method used for the purchase.
- The refund process will be initiated within 10 business days following approval.
Please note that some banks or credit card issuers may require additional time for the refund to appear in your account.
Contact
If you have any questions about this Refund and Return Policy, you may contact us at any time:
Nexantrix
📞 +57 313 2566795
📍 Ibagué, Tolima, Colombia
If more than 15 business days have passed since your refund was approved and you still have not received it, please contact us at: