Refund policy
Returns & Refunds
We want Nexo Dynamic Knee Guard to earn its place in your daily routine. If it does not, you have 90 days to tell us.
1. 90-Day Home Trial
You may return Nexo Dynamic Knee Guard for a refund within 90 days of the delivery date. You are welcome to keep using it while you decide — we expect trial returns to show normal use.
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Applies to purchases made directly from get-nexo.us
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One trial return per customer or household
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Your request must reach us within 90 days of delivery. Requests received after day 90 are not eligible.
2. What Needs to Come Back
A trial return must include all original items, including both knee guards (if ordered as a pair), all straps, and original packaging.
Missing items may be deducted from your refund.
3. How to Start a Return
Email Hello@get-nexo.us with your order number and the reason for the return. We will reply with a Return Authorization (RA) number and the correct return address.
Returns sent without an RA number, or to any address other than the one we provide, cannot be matched to your order and may not be refunded.
4. Who Pays Return Shipping
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If the product is defective, damaged in transit, or we sent the wrong item, we pay.
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For trial returns and change-of-mind returns, return shipping is the customer's responsibility. We recommend a tracked service. We cannot refund a return that never reaches us.
Any original shipping charges paid are not refunded.
5. Damaged, Defective, Wrong or Missing Items
Claims of this kind need two things:
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Clear photos of the product, the outer box and the shipping label.
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A continuous unboxing video.
The video must start before the package is opened, show the sealed package with the shipping label readable, show the box being opened in one take without cuts or pauses, and continue until every item is out of the box and visible.
Please record it before you open anything. Without it we cannot verify a claim of transit damage, a wrong item or a missing item, and claims submitted without both the photos and the video may be declined, except where applicable law provides otherwise.
Send both to Hello@get-nexo.us within 7 days of delivery, quoting your order number.
This requirement applies to damage, defect, wrong-item and missing-item claims only. It does not apply to the 90-day home trial. If you simply decide the product is not for you, no video is needed.
6. Refunds
Once your return arrives and passes inspection, we issue the refund to the original payment method within 3 business days. Banks typically post the funds within 5 to 10 business days.
Refunds are issued to the original payment method only.
7. Not Eligible for Return
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Digital items or promotional digital guides
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Gift cards
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Items marked final sale
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Products purchased from any seller other than get-nexo.us
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Requests made more than 90 days after delivery
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Items damaged by misuse, intentional modification, or unauthorized repair
8. Cancellations and Address Changes
We aim to ship within 1 to 2 business days. Email us as soon as possible if you need to change or cancel an order. Once an order has entered processing or shipped, we cannot change it.
9. Questions
Email: Hello@get-nexo.us
Monday to Friday, 9:00 AM to 5:00 PM (EST)