Refund policy

Return & Refund Policy

Last updated: October 2026

At Nulexa Shop, we want you to be satisfied with your purchase. If you are not happy with your order, you may request a return within 30 days of receiving it.

1. How to Start a Return

Important: Please do not send any item back until we have approved your request and sent you the return address.

Step 1: Email support@nulexashop.com within 30 days of delivery.
Step 2: Include your order number, the item(s) you wish to return, and the reason for the return.
Step 3: We will reply within 12 hours on business days with your approval, the return address, and instructions.

If your return is approved, we will send you the return address. Because we ship directly from our trusted suppliers, the return address may be outside the United States. Items sent back without our approval and return address may not be accepted or refunded. 

2. Return Eligibility

To qualify for a return, the item must be:

  • In the same condition in which you received it
  • Unused and unworn, where applicable
  • In its original packaging, with all parts and accessories

Once your return is approved, please ship the item back within 14 days.

3. Return Shipping Costs

For change-of-mind returns, you are responsible for return shipping costs, unless the item arrived damaged, defective, incorrect, or not as described. In those cases, we will cover the return shipping cost or arrange a replacement or refund. We do not charge a restocking fee.

4. Refunds

Once your return shows as delivered in the carrier's tracking, we will approve your refund and issue it to your original payment method through PayPal within 7 business days. Please email us your return tracking number as soon as you ship the item. Your bank or PayPal may need additional time to show the refund in your account.

5. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, incorrect, or significantly different from the description, email support@nulexashop.com within 30 days of delivery and include:

  • Your order number
  • A description of the issue
  • Clear photos of the item and its packaging

After reviewing your request, we will offer a replacement or a full refund.

6. Orders That Have Not Arrived

If your tracking shows "delivered" but you cannot find your package, please check around your delivery location and with household members or neighbors, and contact the carrier. If you still cannot find it, email us and we will help.

If your order has not arrived within 30 days of the order date, contact us and we will investigate and offer a replacement or refund.

7. Exchanges

We do not offer direct exchanges. To receive a different item, size, or color, please return the original item under this policy and place a new order.

8. Contact Us

Customer support: 9:00 am to 5:00 pm EST
Email: support@nulexashop.com
Phone: +254716947150
Business name: Nulexa Shop
Address: FLOOR: 2 ROOM: 15 PLOT NO 11, SIAYA-KISUMU ROAD, SIAYA GEM DISTRICT NGIYA, 40603 - NG'IYA, Kenya

Our support team answers calls and replies to emails during our support hours, 9:00 am to 5:00 pm EST, and we respond to emails within 12 hours on business days.

Please include your order number in your email so we can help you as quickly as possible.