Returns & Refunds

Returns and Refunds

We want you and your pet to be happy with every order from Nexaluvor. If something is not quite right, you can send it back. Here is how it works.

Your Right of Withdrawal

As a consumer, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you, or a third party named by you who is not the carrier, took possession of the goods. If you ordered several items that are delivered separately, the period starts on the day you received the last item.

To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement, for example by email or letter, sent to:

Bold Brands UG (haftungsbeschränkt)
Nexaluvor
Begonienstr. 4
80939 München
Germany
Email: info@nexaluvor.com
Phone: +49 1590 7985510

You may use the model withdrawal form at the end of this page, but you do not have to. To meet the withdrawal deadline, it is sufficient to send your notice before the withdrawal period has expired.

Consequences of Withdrawal

If you withdraw from your purchase, we will refund all payments we have received from you, including the standard delivery costs, without undue delay and at the latest within 14 days from the day on which we receive your notice of withdrawal. If you chose insured express shipping, we will refund the cost of standard delivery, which is free of charge, so the express surcharge is not refunded. We will use the same payment method you used for your original purchase, unless we have expressly agreed otherwise with you. You will not be charged any fees for this refund.

We may withhold the refund until we have received the goods back or until you have provided proof that you have sent them back, whichever is earlier.

You must send the goods back to us without undue delay and at the latest within 14 days from the day on which you informed us of your withdrawal. The deadline is met if you send the goods before the 14 days have expired. You bear the direct costs of returning the goods.

You are only liable for any loss in value of the goods if this loss is due to handling that was not necessary to check the nature, characteristics and functioning of the goods.

Exceptions

The right of withdrawal does not apply to sealed goods which are not suitable for return for reasons of health protection or hygiene once their seal has been removed after delivery. This can include, for example, opened pet food, treats, chews, supplements or care products. It also does not apply to goods that have been made to your personal specifications.

How to Start a Return

1. Send us an email at info@nexaluvor.com with your order number and the items you would like to return.
2. We will reply with the return address and any further information you need.
3. Pack the items securely, ideally in their original packaging, and include your order number or delivery note.
4. Send the parcel back to us. We recommend using a tracked shipping method so you have proof of postage.

Please send each order back separately. Once your return has arrived and has been checked, we will let you know by email and process your refund.

Exchanges

Would you prefer a different size or colour instead? Just let us know at info@nexaluvor.com. If the item you want is in stock, we will be happy to arrange an exchange.

Damaged, Defective or Wrong Items

If an item arrives damaged, defective or is not what you ordered, please contact us as soon as possible at info@nexaluvor.com with your order number, a short description and a photo. In these cases we cover the return costs and will send you a replacement or a full refund, whichever you prefer. Your statutory warranty rights remain fully unaffected.

Model Withdrawal Form

(If you want to withdraw from the contract, please fill out this form and send it back to us.)

To:
Bold Brands UG (haftungsbeschränkt)
Begonienstr. 4
80939 München
Germany
Email: info@nexaluvor.com

I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*):

Ordered on (*) / received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date:

(*) Delete as appropriate.