Neró Lux is a personal hygiene product, so for health and hygiene reasons we’re unable to accept returns or exchanges for a change of mind. If your order arrives damaged, faulty or incorrect, we’ll make it right. Nothing in this policy affects your statutory rights under applicable consumer law.

Order cancellations

Orders can’t be cancelled or changed once placed, as set out in our Terms of Service. Please review your order carefully before checking out.

Damaged, faulty or incorrect items

If your order arrives damaged, doesn’t work as it should, or isn’t what you ordered, email hello@nerorefresh.com with:

• your name and order number
• the item affected
• a short description of the problem
• photos or a short video showing the issue

Please keep the item and its packaging until your claim is resolved, as we may need to inspect it. Once we’ve confirmed the issue, we’ll repair, replace or refund the item. If we ask you to send an item back for a valid claim, we’ll cover the return shipping.

12-month warranty

The Neró Lux device is covered by a 12-month warranty against manufacturing defects, starting from the date of delivery. The warranty doesn’t cover:

• damage caused by misuse, accidents, or not following the user manual
• normal wear and tear, including cosmetic wear
• devices that have been opened, repaired or modified by anyone other than us

Accessories and consumables, such as Neró Cleansing Spray and Neró Dry Wipe, are covered if they arrive damaged or faulty.

Personalised items

Engraved devices are made to order and can’t be returned or exchanged unless they are faulty or the engraving doesn’t match what you requested.

Refunds

Approved refunds are made to your original payment method. The time it takes for the refund to appear depends on your bank or payment provider.

Questions

Email us at hello@nerorefresh.com or message us on WhatsApp. We’ll get back to you as soon as we can.