RETURNS, REFUNDS AND WARRANTIES
RETURNS
How do I return a product?
Returns have a cost of $15
Remember that you have 1 calendar day to return the product from the date you received it.
- Register your return
To return the products you have to send an email to nexapharm29@gmail.com , explaining why you want to return it. The product must not be more than 1 day after you received it and the product must be sealed, if the protection plastic or the security sticker has been violated, the return will not be accepted.
Once the return is accepted, you will have to go to a USPS office to send the package back, once we have the package and we verify that the security seals were not violated, we will make the refund to your bank account or pay pal.
Can I return all products?
For a product to be eligible for exchange or return (whether or not the packaging has been opened), it must be in the same condition as at the time of purchase, i.e., not showing any alteration or damage and include all parts, accessories, manuals, warranties and in its original packaging.
Can I exchange a product?
We do NOT make exchanges. If the product does not meet your expectations, we recommend that you return it within 1 calendar day of receipt
How long do I have to return a product?
1 calendar day from the moment the courier delivers your product for local products.
What is the cost of the return?
Returns due to our error will be completely free of charge.
What condition should the product and packaging be in?
In the best possible conditions. It is essential that you keep the original packaging, because it is as important as the product; take care of it, keep it and handle it with the utmost care, this way you will not have any inconvenience at the time of return. . If you have not kept it, look for a similar wrapping to protect it.
Once you print the packing slip, it is important not to glue it directly to the original product box, as the glue may damage the packaging and your return may be rejected. Use another box or wrapper to glue your waybill and protect the original packaging.
Please note that if you do not keep the original packaging, or if it is in poor condition, your return may be refused.
How do I know if we received the returned product?
RETURN BY USPS
If you have already made your return through USPS, the tracking code provided to you will be used to track the package.
COLLECTION
Once the courier has picked up your product and delivered it to our warehouse, we will send you an email to confirm its arrival and inform you about the next steps to follow.
How long does the return take?
Once you have completed the return process, the usual average time to complete the operation is 5 to 10 business days. When the return is accepted, we will immediately generate a credit coupon for the amount of your product, so you can continue shopping at NEXA PHARMACEUTICAL without any problems.
REFUNDS
How do refunds work?
FOR CANCELLATION:
Once your order is cancelled, either by your own will or cancelled by the supplier, a Coupon will be generated immediately. This coupon will be available in the "my orders" section, as well as in the "my coupons" section, so you can continue shopping without waiting.
If you do not want the coupon, you can request the refund directly to nexapharm29@gmail.com , adding the complete information of your order, reference number, amount of the purchase, article. Remember that the times will vary depending on the method of payment.
BY RETURN:
Once the product reaches our hands and passes quality control, we will send you a credit voucher with the money paid for your order including the shipping cost, if applicable, you can use it immediately in your purchases on our website. Unless you have indicated at the time of return that you would like us to send you the same or a different product, we will contact you to confirm and provide you with the new order number. If we are unable to replace the product you requested, we will still generate a credit voucher for you.
This coupon will be available in the "my orders" section as well as in the "my coupons" section, this way you will be able to continue shopping without waiting. If you do not want the coupon, you can request the refund directly from the page, remember that the time to see your money reflected in your account or card will vary depending on the method of payment.
Is the refund linked to the payment method I chose?
Yes, refunds will be made according to the payment method you used. Once the cancellation of your order has been processed, or when the return of your product passes quality control, you will automatically receive a credit voucher, which you can use immediately on your purchases.
If you do not want the coupon, you can request a refund, remember that the times will vary depending on the method of payment used.
- CREDIT AND DEBIT CARDS Reimbursement will be made only to the card you used to make the purchase.
- PAYPAL The refund will be made directly to your PayPal account. Subsequently, they will be responsible for refunding the amount to the card with which you made the purchase.
- BANK DEPOSIT, OXXO OR PAYMENT ON DELIVERY We will send you an email requesting the necessary account information to make the reimbursement.
How does the refund work if I bought on a monthly basis?
If you paid in installments, we will reimburse you in a single payment the total amount of your purchase, generating a credit balance in your account / card.
You will need to contact your bank directly and request that they use the full balance to eliminate payments for the following monthly installments.
Example: Purchase of $1200 at 12 MSI where for some reason you requested a refund. Your statement will look like this:
Your reimbursement Monthly payment from your bank Card balance
Month 0 $1,200 $0 $1,200
Month 1 -$100 $1,100
Month 2 -$100 $1,000
Month 3 -$100 $900
Month 4 -$100 $800
Month 5 -$100 $700
Month 6 -$100 $600
Month 7 -$100 $500
Month 8 -$100 $400
Month 9 -$100 $300
Month 10 -$100 $200
Month 11 -$100 $100
Month 12 -$100 0
* Positive numbers indicate a credit balance and negative numbers indicate a charge to your card.
Note: if you want to avoid seeing monthly payment charges in the following months, you can ask your bank to apply the balance of the total NEXA PHARMACEUTICAL reimbursement cancel those subsequent monthly payments.
Remember, you always have the option to request your refund in coupon and it is the easiest and fastest way. Once the cancellation of your order has been accepted, or when the return of your product passes quality control, will immediately generate a coupon that you can use on your next purchase at NEXA PHARMACEUTICAL.
How long does reimbursement take?
CREDIT AND DEBIT CARD We will issue the refund within 1 business day and you will receive an email notifying you. From that moment on, the time it takes to be reflected in your account depends entirely on your bank, and we cannot speed it up.
In the following table you will find the average days taken by each bank in 90% of the cases in general and in the 10% of the slowest cases. These results were obtained from periodic and random surveys applied to our clients.
How do I check the status of my refund?
Please check the status of your refund by going to "My Account" and clicking on "My Orders". Locate the order to which the refund will be applied and check its status.
Cancelled / Coupon available your coupon has been generated. We will send you an email with the code assigned to your coupon so you can use it immediately. This coupon will also be available in the order to which it applies, as well as in the "My Coupons" section. If you wish to redeem the coupon, you will be able to do it directly from the page. Remember that any compensation provided will be forfeited upon cancellation of the coupon.
Return approved / Coupon available: your coupon has been generated. We will send you an email with the code assigned to your coupon so you can use it on your next purchase. If you wish to refund the coupon you can do it directly from the page. Remember that any compensation provided will be forfeited upon cancellation of the coupon.
Reimbursement requested: You have requested your reimbursement. Within a maximum period of 48hrs, NEXA PHARMACEUTICAL will proceed with the refund and send you a notification.
Refund done: The refund has been done successfully by NEXA PHARMACEUTICAL. Please note that the time it takes for the money to be reflected in your account depends entirely on your bank, unfortunately NEXA PHARMACEUTICAL cannot speed up this process. Please contact your bank directly if you need more information about your refund.
What is credit note reimbursement?
The reimbursement by credit note is a request made directly to the bank, which is responsible for applying the refund of the amount charged. This movement will be reflected in a period of no more than 7 business days and this depends on the issuing bank of the cardholder's account.
In case you do not see the amount reflected in your account after this period, please contact your bank. The telephone numbers appear on the back of your plastic, the transaction can be tracked with your authorization code which is the same as the one that generated your purchase.
I did not receive my refund voucher, how do I get it?
At the moment no vouchers are issued when the refund is made by credit note, so you must track your refund with your bank using the authorization code which is the same as the one generated at the time the charge was made.
WARRANTIES
How does the warranty work?
From the moment you receive your product, you have 1 calendar day to request a return directly with us.
After this time, if your product presents any fault or defect, you will have to make the warranty valid directly with the supplier or manufacturer. Find the duration of your warranty within the specifications mentioned in the description of each product. You can exercise the right of warranty when your product presents faults or failures due to manufacturing defects. No warranty will apply if the product shows signs of misuse by the customer.
Do all products come with a warranty?
We offer you 1 calendar day to return your product completely free of charge.
After this time you must request the warranty with the seller of your product. Find the duration of your warranty within the specifications mentioned in the description of each product. You can exercise the right of warranty when your product presents failures or breakdowns due to manufacturing defects. No warranty will apply if the product shows signs of misuse by the customer.
How long is the warranty valid for?
It depends on each product. Find the duration of your warranty within the specifications mentioned in the description of each product.
Remember that:
The warranty starts to run as soon as the product is delivered.
All products come with a Guarantee: you have 1 calendar day to request a return directly with us.
Or the Supplier or Brand warranty:
It may vary depending on the type of product.
The warranty period may apply differently to different parts of the product.
Find the duration and conditions of your warranty within the specifications mentioned in the description of each product.
In case you need the details of a supplier, please send an email to nexapharm29@gmail.com. Shortly, one of our consultants will send you the information you need.
How is the warranty processed?
WARRANTY:
Once the returned product arrives at our warehouse, you will have to wait a maximum of 3 working days while we perform a quality control to evaluate the faults of the product.
SELLER WARRANTY:
The time will depend on the type of solution that applies to your warranty request.
Once your product is received, we will perform a quality control, which will take 3 working days, to proceed to communicate the best way to you.
- Refund: In a maximum of 2 business days, the supplier must decide if it will be necessary to refund the amount corresponding to your purchase. If so, the next business day, we will proceed to start the process of your refund according to your payment method.
