Refund policy

Overview

We want you to love your purchase. If for any reason you’re not fully satisfied, you can return eligible items within 60 days of delivery under our store’s return policy.
Your legal rights under consumer-protection laws in your country are not affected by this policy. You can read full return instructions below, including our return address and your regional consumer rights.

1. How to Start a Return

To begin a return, email us at info@neferco.com with your order number and reason for return.
You will be informed within 24 hours how to return the product(s), if the return is approved.

We’ll provide:

  • A return shipping label (if applicable), and
  • Instructions on how and where to send your package.

Important: Returns sent back without prior authorization may not be accepted.

2. Return Eligibility

To qualify for a return under our store policy:

  • The product must be returned in the same condition you received it. Products showing signs of use or that are incomplete may be excluded from return.
  • Proof of purchase (receipt or order confirmation) must be provided.

This applies to change-of-mind or voluntary returns.
Defective, damaged, or incorrect items are always eligible for return or replacement under applicable laws.

3. Refunds

Once we receive and inspect your returned item, we’ll notify you by email.
Approved refunds will be issued to your original payment method within:

  • 10 business days after inspection (our store policy), or
  • Within 14 days, where required by law (e.g., EU/UK), after receiving the goods or proof of return.

Please note that your bank or payment provider may take additional time to post the refund.
If you haven’t received your refund after 15 business days, contact us at info@neferco.com

4. Return Shipping Costs

Unless otherwise stated:

  • For change-of-mind returns, you are responsible for return postage.
  • If the product is defective, damaged, or incorrect, we will cover return shipping.
  • Return shipping instructions and labels will be provided during the process.

Free returns apply only to defective, incorrect or items. Change-of-mind returns require the customer to cover return shipping costs.

5. Exchanges

We will replace items that are defective or damaged, provided you submit the required photo and video proof along with comments describing the issue. 

To request an exchange for the same item, contact us immediately info@neferco.com we’ll arrange replacement in accordance with local consumer protection laws once exchange has been approved.

6. Warranty Coverage

All NEFER beauty devices are covered by a 1-year limited warranty starting from the date of delivery. This warranty protects you against defects in materials or workmanship under normal, intended use.

If your device experiences an issue covered under this warranty, we will provide a free replacement of the same model once the claim is approved.

What’s Covered:

  • Manufacturing defects
  • Internal component failures
  • Electrical or LED malfunctions
  • Battery or charging issues not caused by misuse
  • Parts or materials that fail under normal, proper use

What’s Not Covered:

  • Damage from drops, impacts, or accidental breakage
  • Water damage or moisture exposure beyond the product’s rating
  • Cosmetic wear and tear (scratches, discoloration, etc.)
  • Loss, theft, or misuse
  • Damage caused by unauthorized repairs or modifications

How to Submit a Warranty Claim:
To request a warranty replacement, contact us at info@neferco.com with the following:

  • Your order number
  • A brief description of the issue
  • Photos or a short video demonstrating the defect

We typically review warranty claims within 2–3 business days and will provide next steps, including replacement instructions where applicable.

This warranty operates in addition to any rights you may have under local consumer-protection laws, including the Consumer Rights Act 2015 (UK) and applicable U.S. state laws.

7. Exceptions and Non-Returnable Items

The following items are not eligible for return unless faulty:

  • Custom or personalized products
  • Gift cards
  • Goods not suitable for return for health or hygiene reasons once unsealed (e.g., certain personal-care or beauty products)

Sale items:
Sale or discounted items can be returned if defective or under applicable legal cancellation rights (see region-specific sections below).

8. Region-Specific Rights

United States

Our 60-day return policy complies with applicable U.S. state laws.
Some states require refund policies to be clearly posted—this page serves as our official policy.
Any restocking fees or return deductions will be disclosed before purchase or clearly during the return process.

European Union

If your order ships to the EU, you have a 14-day legal right to cancel your purchase for any reason, starting from the date you receive the item.
You then have another 14 days to return the goods.

  • You will receive a full refund, including the standard delivery cost.
  • You are responsible for the cost of return shipping, unless the item is faulty or misdescribed.
  • You may handle items to inspect them as you would in a physical store; however, we may deduct for any loss in value due to unnecessary handling.

Refunds are issued within 14 days of receiving your return or proof of return, whichever is earlier.

United Kingdom

If your order ships to the UK, you have the same 14-day cooling-off right under the Consumer Contracts Regulations 2013.
You also have rights under the Consumer Rights Act 2015, including:

  • A 30-day right to reject faulty goods for a full refund
  • A right to repair or replacement within 6 months of purchase
  • UK customers may cancel their order for any reason within 14 days of receiving the goods

We will refund your product price and standard delivery charge within 14 days of receiving the goods or proof of return.

Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
You are entitled to:

  • A replacement or refund for a major failure, and
  • Compensation for any reasonably foreseeable loss or damage.

If the failure does not amount to a major one, you are entitled to have the goods repaired or replaced.
This applies in addition to our 30-day change-of-mind policy.

Canada

Consumer rights vary by province.
Our 60-day store return policy applies in addition to any provincial rights you may have.
If your provincial laws provide longer or mandatory refund periods, those rights remain fully valid.

9. Damaged or Defective Items

Please inspect your order upon delivery.
If your item is defective, damaged, or incorrect, contact us immediately at info@neferco.com with photos and a description of the issue.
We’ll arrange a free return, replacement, or full refund in accordance with local consumer protection laws.

10. Legal Rights

This policy does not limit any rights you may have under:

  • EU Consumer Rights Directive (2011/83/EU)
  • UK Consumer Contracts Regulations 2013 and Consumer Rights Act 2015
  • Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010)
  • Canadian provincial consumer protection laws
  • Applicable U.S. state refund and disclosure laws

11. Return Address 

15-60 208th Place 2nd Floor
Flushing, NY 11360
United States

(Return addresses may vary as NEFER partners with trusted third-party logistics providers. Please use the return address provided in your return-approval email, as it is the most accurate and up-to-date location)

12. Contact Us

For any questions about returns, refunds, or cancellations:
Email: info@neferco.com
Business Number: +19176958925