Refund Policy

Effective Date: August 22, 2026

Last Updated: August 22, 2026

At NexoBasket, we want customers to feel confident about their purchases. This Refund Policy explains the requirements and procedures for returns, refunds, damaged products, and incorrect orders.

1. 30-Day Return Period

Eligible products may be returned within 30 calendar days after confirmed delivery.

To qualify for a return:

1. The return request must be submitted within 30 days of delivery.
2. The product must be in the same condition in which it was received.
3. New products must be unused, unworn, and unwashed.
4. Pre-owned, antique, vintage, and collectible products must be returned in the same condition in which they were delivered.
5. Original packaging, accessories, tags, manuals, certificates, and included materials should be returned when applicable.
6. Proof of purchase or the NexoBasket order number is required.

Products showing damage, modification, excessive use, missing components, or a condition different from the condition at delivery may not qualify for a full refund.

2. Starting a Return

Before returning a product, contact NexoBasket at:

Email: support@nexobasket.com

Contact Page: https://nexobasket.com/contacts

Phone: +1 (510) 209-9728

Include:

1. Your name.
2. Order number.
3. Product being returned.
4. Reason for the return.
5. Photographs when the product is damaged, defective, incorrect, or materially different from its description.

Do not ship a return until you receive return instructions. Products sent without authorization or to an incorrect address may experience delays or may not be accepted.

3. Damaged, Defective, or Incorrect Products

Inspect your order as soon as it arrives.

If a product is damaged during shipping, defective, incorrect, or materially different from its listing, contact us promptly—preferably within 48 hours of delivery—and provide photographs of:

1. The product.
2. The shipping package.
3. The shipping label.
4. Any visible damage or defect.

When the problem is confirmed, NexoBasket may provide an appropriate replacement, return label, repair, partial refund, or full refund.

NexoBasket will cover reasonable return-shipping costs when the return results from our error, shipping damage, a defect, or a material misdescription.

Nothing in this section limits rights or remedies provided by applicable law.

4. Used, Antique, Vintage, and Collectible Products

Pre-owned, antique, vintage, and collectible products may have signs of age, wear, previous use, repairs, markings, or other condition characteristics.

Condition details disclosed in the product description or clearly visible in the photographs are considered part of the listing. Normal wear or a disclosed characteristic is not considered a defect.

These products may still qualify for return within the 30-day period when returned in the same condition in which they were delivered.

Products clearly marked Final Sale cannot be returned for a change of mind. This restriction does not eliminate remedies that may apply when an item arrives damaged, is incorrect, or was materially misrepresented.

5. Non-Returnable Products

The following products are generally not eligible for return:

1. Gift cards.
2. Downloadable or digital products after delivery or access.
3. Personalized or custom-made products.
4. Products marked Final Sale before purchase.
5. Products damaged, altered, washed, worn, repaired, or modified after delivery.
6. Products missing important parts, certificates, accessories, or included materials.
7. Personal-care, intimate, or hygiene-sensitive products after opening, when applicable.
8. Products that cannot legally or safely be returned.

Exceptions may apply to products that are damaged, defective, incorrect, materially misrepresented, or otherwise protected by law.

6. Return Shipping Costs

If you return an eligible product because you changed your mind, ordered the wrong size, or no longer want it, you are generally responsible for return-shipping costs.

If the return results from a NexoBasket error, shipping damage, defect, incorrect product, or material misdescription, NexoBasket will provide or reimburse reasonable return shipping.

Original shipping charges are generally non-refundable unless the return results from our error or applicable law requires reimbursement.

Customers are responsible for packaging returns securely. We recommend using a trackable shipping service and keeping the receipt until the return is completed.

7. Return Inspection

After receiving a return, we will inspect it to confirm its condition and eligibility.

We will notify you whether the return has been approved, partially approved, or declined. Inspection is generally completed within five business days after the returned product arrives.

If a refund is reduced or declined, we will explain the reason. Possible reasons include:

1. Return submitted outside the 30-day period.
2. Product returned in a different condition.
3. Missing parts, accessories, or packaging.
4. Damage occurring after delivery.
5. Product listed as non-returnable or Final Sale.
6. Return not associated with a valid NexoBasket order.

8. Approved Refunds

Approved refunds will be issued to the original payment method whenever possible.

NexoBasket generally processes approved refunds within five business days after inspection. Your bank, card issuer, or payment provider may require an additional five to ten business days to post the refund.

Processing times are controlled partly by the payment provider and may vary.

Shipping charges and optional services are not refundable unless stated otherwise or required by law.

9. Partial Refunds

A partial refund may be offered when:

1. The customer chooses to keep a product with a minor verified issue.
2. A returned product is missing nonessential components.
3. The product shows use or damage beyond its delivered condition.
4. Another mutually agreed resolution is appropriate.

We will explain and obtain agreement for a partial refund when required.

10. Exchanges

Product exchanges depend on inventory availability.

When an exchange is unavailable, we may issue an approved refund so the customer can place a new order.

Replacement products may be offered for damaged, defective, or incorrect orders when suitable inventory is available.

11. Late or Missing Refunds

If an approved refund has not appeared:

1. Review the original payment account.
2. Contact your bank, card issuer, or payment provider.
3. Allow the provider’s stated processing period.
4. Contact support@nexobasket.com if the refund is still missing.

Include your order number and any refund-confirmation information.

12. Lost Return Shipments

NexoBasket is not responsible for customer-arranged return shipments lost before reaching the designated return location.

Use trackable shipping and retain the shipping receipt. If NexoBasket provides a prepaid return label, contact us if tracking indicates a problem.

13. Orders That Never Arrive

If tracking shows an order as delivered but you did not receive it, check the delivery location, household members, neighbors, building management, and carrier notices before contacting us.

Report missing orders promptly. We may ask the carrier to investigate before providing a replacement or refund.

If an order cannot be shipped within the promised period, NexoBasket will provide the notices, cancellation options, and refunds required by applicable law.

14. Policy Abuse

NexoBasket may refuse returns involving fraud, product substitution, falsified information, repeated abuse, or attempts to return products not purchased from NexoBasket.

This section does not restrict legitimate consumer rights.

15. Contact Us

For return or refund assistance, contact:

NexoBasket

Website: https://nexobasket.com

Email: support@nexobasket.com

Phone: +1 (510) 209-9728

Mailing Address: 39 17th St. Richmond

California, 94801 United States