Refund policy

Last Updated: June 16, 2026

At NIXELY, we want you to shop with absolute peace of mind. We provide a completely transparent, fair, and legally compliant framework for returns, exchanges, and order cancellations.

Return Window & Basic Eligibility

We protect your purchase by offering a clear 30-day return window counting from the verifiable date of delivery. To secure approval for a return or exchange, items must strictly comply with the following criteria:

  • The product must be completely new, unused, unwashed, and in its pristine original condition.

  • The item must be securely packed and returned within its original, intact packaging.

  • A valid order number or verifiable proof of purchase from NIXELY is mandatory.

⚠️ Final Sale Exclusions (Non-Returnable Items)

Please carefully note that certain products on our platform are explicitly labeled and designated as Final Sale. In strict accordance with our store rules, customers cannot request returns, exchanges, or cancellations for:

  • Products categorized within Specific Collections clearly marked as final sale.

  • Specific Individual Products highlighted as non-returnable at the time of purchase.

Eligible Contexts for Returns

We accept return requests for eligible (non-final sale) merchandise under the following conditions:

  • Delivery of defective, structurally flawed, or damaged items.

  • Incorrect product variants or wrong items received due to fulfillment errors.

  • Non-defective product returns driven by buyer’s remorse or a change of mind.

Return Methods & Financial Allocations

  • Return Distribution Channel: All accepted returns must be safely dispatched via physical mail to our dedicated return facility.

  • Return Shipping Cost Allocation: Customers bear full financial responsibility for sourcing and purchasing their own trackable return shipping labels. NIXELY does not generate, distribute, or provide prepaid return labels. We strongly advise using a trackable shipping service at your local post office or courier to guarantee delivery.

  • Restocking Fees: NIXELY enforces a $0.00 Restocking Fee policy across all eligible products. No service charges will ever be deducted from your approved product refund.

⏱️ Order Cancellation Protocol

We maintain an automated backend architecture that synchronizes with our warehouse. Therefore, we offer a strict cancellation rule for unfulfilled items:

  • Order cancellation requests are accepted exclusively within a 24-hour window immediately following the time of purchase.

  • Once this 24-hour window expires, or if the order has already been fulfilled and processed by our logistics team, the order can no longer be cancelled. The customer must then receive the package and initiate a standard return request (if eligible).

  • To request an immediate cancellation, submit your order details to support@nixely.com within the 24-hour timeline.

Step-by-Step Return Procedure

  1. Initiate your request by emailing support@nixely.com, stating your exact order number and detailing your reason for return.

  2. Upon receipt of formal approval from our team, safely place the item inside its original packaging.

  3. Post the parcel to our validated returns center using a trackable, secure mailing service:

NIXELY Returns Department

14930 Don Julian Rd

City of Industry, CA 91746

United States

Product Exchanges

We gladly facilitate product exchanges for eligible items within 30 days of delivery. Customers are responsible for all associated exchange shipping tariffs unless the exchange is required due to an item arriving damaged, defective, or incorrect.

Refund Authorization & Processing Timeline

Following the physical receipt and detailed quality inspection of your returned package at our facility, an official email notifying you of the approval or rejection of your refund will be issued.

Approved refunds are executed instantly and routed back to your original payment method. Please allow up to 10 business days for the banking institutions to process and post the funds to your account.

Contact Information

Store Name: NIXELY

Address: 14930 Don Julian Rd, City of Industry, CA 91746, United States

Phone: +1 (860) 397-1250

Email: support@nixely.com

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (PST)

Customer Support Response Time: Within 24 hours