We want you to be satisfied. If something is wrong with your order, please contact us and we will make it right.
1. Returns Window
You may return eligible items within 14 days of receiving your order. To qualify, items must be unused, in their original sealed packaging, and accompanied by proof of purchase. Due to the nature of research-grade products, we cannot accept returns of opened, used, or temperature-compromised items.
2. How to Request a Return
Email us at info@nexorapen.co.uk within 14 days of delivery with your order number and reason for return. We will respond within 1–2 working days with instructions. Do not send items back without contacting us first — unauthorised returns may not be accepted.
3. Refund Process
Once we receive and inspect your return, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 5–10 working days. You will receive an email confirmation when issued.
4. Non-Returnable Items
- Opened or used products
- Items not stored per our instructions (e.g. not refrigerated)
- Items returned after the 14-day window
- Sale or promotional items (unless faulty)
5. Damaged or Incorrect Items
If your order arrives damaged, faulty, or incorrect, contact us within 48 hours of delivery with photos. We will arrange a replacement or full refund at no cost to you.
6. Return Shipping
Customers are responsible for return shipping costs unless the item is faulty or incorrect. We recommend a tracked service — we cannot accept responsibility for returns lost in transit.
7. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
8. Contact
Nexorapen trading as (T/A) Superjabs Limited
1 Faraday Road, Liverpool, L13 1EH, United Kingdom
Email: info@nexorapen.co.uk
Telephone / WhatsApp: 07377 889030