Return and Refund Policy

Return Eligibility

A product may be eligible for return when it is unused, uninstalled, unmodified, and in a condition suitable for inspection and resale, with original packaging and included parts where applicable.

Eligibility can depend on the type of accessory and the condition in which it is returned. Products should not show residue, installation marks, impact damage, forced fitting, alteration, or wear beyond what would be necessary to inspect the item.

Compatibility-Related Returns

Many NEXARILAB products are device-specific. Before ordering, customers should review the model, version, connection type, dimensions, pack quantity, and other compatibility information shown on the product page.

If you receive a product and believe it is not compatible, do not force the part into place or modify it. Contact us first and provide the device model and relevant setup details.

A compatibility return may be reviewed differently when the product listing clearly identifies the supported configuration and the ordered item was selected for a different device or version.

Items That May Not Be Returnable

Some items may not be suitable for return once they have been used, installed, altered, contaminated, damaged, or otherwise changed from their original condition.

This may include:

• Used mouthpieces or stems.
• Installed coils, atomizers, chambers, or heating components.
• Accessories showing residue or signs of operation.
• Glass components broken after delivery or installation.
• Products altered, cut, bent, drilled, or otherwise modified.
• Items damaged by forced installation or incompatible fitting.
• Products returned without important included components where those components are necessary to identify or resell the item.

Damaged on Arrival

If a product arrives cracked, broken, crushed, or otherwise visibly damaged during shipment, contact us before using or installing it.

For glass accessories and other fragile products, please keep the original packaging until the issue has been reviewed.

We may ask for photographs showing:

• The damaged product.
• The outer shipping box or mailer.
• Internal protective packaging.
• The shipping label.
• Any broken or loose pieces.

Clear photographs help us determine whether the damage occurred during transit and what resolution is appropriate.

Incorrect or Missing Items

If the product received does not match the ordered model, size, color, connection type, pack quantity, or accessory type, contact us before installing it.

If an item appears to be missing, first check whether the order was shipped in multiple packages. If all shipments have arrived and the order is still incomplete, send us the order number and a list of what was received.

How to Request a Return

Before sending anything back, contact [email protected] with the order number, product name, reason for the request, and photographs where relevant.

Our support team may request additional information when the issue involves compatibility, damage, missing parts, or product condition.

Please do not send a return to an unconfirmed address. Packages returned without prior instructions may be difficult to identify or may not reach the correct return location.

Return Condition Review

Returned items may be inspected to confirm product identity, included components, packaging, signs of installation, residue, damage, modification, or other changes in condition.

The result of this review may affect whether the return is approved in full, approved with an adjustment, or declined.

Partial Refunds

A partial refund may be considered when a returned item is accepted but is no longer in the same condition in which it was supplied.

Examples can include missing packaging, missing non-essential included items, cosmetic handling marks, or other condition differences that reduce resale value without making the item unusable.

Any adjustment is based on the actual condition of the returned product and the circumstances of the request.

Refunds

After an approved return is received and reviewed, the refund will be processed through the payment method or transaction channel associated with the original order where available.

The time required for the refunded amount to appear can vary depending on the payment provider, card issuer, bank, or other financial institution.

Original shipping charges, return shipping charges, or other transaction-related costs may be handled differently depending on why the item is being returned and the circumstances of the order.

Late or Missing Refunds

If you have been notified that a refund has been processed but it is not yet visible, first check the original payment account and allow for the payment provider's posting process.

Some banks and payment services take additional time to display completed refunds. If the expected processing period has passed, contact the payment provider and then reach out to us with your order information if further review is needed.

Exchanges

Exchange options depend on product condition and current inventory. If you ordered the wrong size, version, connection, color, or accessory type, contact us before using or installing the item.

For compatibility-related exchanges, we may ask for device model information, dimensions, or photographs to help identify the correct replacement option.

An exchange may not be available when the original item has been used, modified, or damaged after delivery.

Sale and Promotional Items

Discounted and promotional items are reviewed according to the same product-condition principles unless a specific offer clearly states different conditions.

Clearance or final-sale conditions, when applicable, will be identified with the relevant offer rather than assumed for every discounted product.

Return Shipping

Return shipping arrangements depend on the reason for the return. The appropriate instructions will be provided after the request has been reviewed.

Customers should package returned products securely. Glass accessories, stems, bubblers, adapters, and other fragile parts should be protected carefully to reduce the chance of damage during return transit.

Damage caused by inadequate return packaging may affect the return review.

Refused and Undeliverable Packages

Packages returned because of an incorrect address, refusal at delivery, failed delivery attempts, customs issues, or destination restrictions are reviewed separately from normal product returns.

Any refund or reshipment option will depend on the reason the parcel was returned, the condition of the shipment, carrier costs, and whether the products can be sent again to the destination.

Gifts

If an item was purchased as a gift, the return or refund may still need to be connected to the original order and payment record.

Provide any available order details when contacting support so the transaction can be identified.

Need Help?

For return, exchange, refund, compatibility, damaged-item, or missing-item questions, contact [email protected].

To help us review the request efficiently, include the order number, product name, reason for the request, and clear photographs when the issue involves fit, damage, packaging, or missing components.