Return & Refund Policy
Return & Refund Policy
Last Updated: September 24, 2026
This Return & Refund Policy applies to purchases made through nestavixo.com.
Nestavixo is an online retail store owned and operated by Qingdao Xingyao Lianrong Network Technology Co., Ltd.
Legal Entity: Qingdao Xingyao Lianrong Network Technology Co., Ltd.
Registered Address: Room 3E02, 3rd Floor, No. 147 Liaoning Road, Liaoning Road Subdistrict, Shibei District, Qingdao, Shandong, China
Customer Support Email: service@nestavixo.com
Customer Support Hours: Monday–Friday, 9:00 AM–6:00 PM (EST)
We want customers to have a clear and reasonable process for returns, damaged or incorrect items, and refunds.
Please review this policy before submitting a return request.
1. 30-Day Return Window
Eligible products may be returned within 30 calendar days after delivery.
To request a return, please contact us within the applicable return period at:
Please include your:
- order number;
- name associated with the order;
- item you wish to return;
- reason for the return; and
- photographs or other supporting information where relevant.
A return must be requested and authorized before it is sent back.
Please do not return an item without first contacting our customer support team.
2. Return Eligibility
To qualify for a standard return, the product should generally be:
- unused;
- unworn;
- in its original condition; and
- returned with its original packaging where reasonably applicable.
Products showing signs of use, wear, washing, alteration, misuse, or damage caused after delivery may not qualify for a standard preference-based return.
This does not limit your rights where a product arrives damaged, defective, incorrect, incomplete, or materially different from its description.
We may request photographs or other information reasonably necessary to determine the condition of the product and process the request.
3. Damaged, Defective, Missing, or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
If your order:
- arrives damaged;
- contains a defective product;
- is missing an item or component; or
- contains the wrong product,
please contact us at:
We recommend contacting us within 48 hours after delivery where reasonably possible so that we can investigate the issue promptly.
However, this requested 48-hour reporting period does not limit any statutory rights or remedies available to you under applicable law.
When contacting us, please provide where relevant:
- your order number;
- a description of the issue;
- clear photographs of the affected product;
- photographs showing the damage, defect, or incorrect item;
- photographs of the packaging; and
- photographs of the relevant shipping label.
Please keep the product and its packaging until we advise you otherwise.
After reviewing the information provided, we may offer an appropriate solution, including:
- replacement;
- refund; or
- another appropriate resolution.
Where an item is confirmed to have arrived damaged, defective, incorrect, incomplete, or materially different from its product description, we will provide an appropriate solution in accordance with this policy and applicable law.
4. How to Request a Return
To begin a return request, email:
Please provide:
- your order number;
- the item you wish to return;
- the reason for the return; and
- photographs or supporting information where relevant.
Our customer support team will review your request and, if the return is approved, provide the applicable return instructions.
Do not send a product back until you have received return authorization and instructions from us.
Unauthorized returns may result in delays because we may be unable to identify or properly process the package.
5. Return Address
Please do not send returns to our registered business address unless our customer support team specifically instructs you to do so.
Our registered company address is not automatically the designated return warehouse address.
Once your return request has been approved, our customer support team will provide:
- the appropriate return warehouse address;
- return instructions; and
- any other information reasonably required to complete the return.
Please follow the return instructions provided by our customer support team.
Sending a return to an unauthorized or incorrect address may delay the return and refund process.
6. Return Shipping Costs
Return shipping arrangements depend on the reason for the return.
For products that arrive:
- damaged;
- defective;
- incorrect;
- incomplete; or
- materially different from the product description,
we will provide an appropriate return, replacement, or refund solution and will not require the customer to bear costs that should reasonably be borne by us, subject to applicable law.
For voluntary or preference-based returns, return shipping arrangements will be communicated as part of the authorized return instructions.
Any applicable costs will be disclosed before the customer is instructed to send the return.
7. Processing Your Refund
Once we receive and inspect an authorized return, we will notify you whether the refund has been approved.
If approved:
Refunds are generally processed within 3–5 business days after inspection.
Refunds will generally be issued to the original payment method used for the purchase.
After we issue the refund, your bank, card issuer, or payment service provider may require an additional 5–10 business days for the refunded amount to appear in your account.
This additional processing period is controlled by the applicable financial institution or payment provider.
For voluntary or preference-based returns, and where permitted by applicable law, the following amounts may be non-refundable:
- original shipping charges;
- expedited shipping charges;
- shipping insurance;
- customs duties; and
- other non-refundable shipping-related charges.
If more than 10 business days have passed since we confirmed that your refund was issued and the refund has not appeared, please first contact your bank, card issuer, or payment service provider.
If the issue remains unresolved, please contact:
and include your order number and relevant refund information.
8. Original Shipping Charges
For voluntary or preference-based returns, original shipping charges and other delivery-related charges may not be refundable where permitted by applicable law.
This may include:
- standard shipping charges;
- expedited shipping fees;
- shipping insurance;
- customs duties; and
- other non-refundable delivery-related costs.
This section does not apply in the same manner where the return results from our error or from a product that is damaged, defective, incorrect, incomplete, or materially different from its description.
9. Exchanges and Replacements
Where appropriate, we may offer a replacement instead of a refund.
Replacement availability depends on product availability and the circumstances of the request.
If a replacement product is unavailable, we may offer another appropriate solution, which may include a refund.
If you would prefer a replacement rather than a refund, please let our customer support team know when submitting your request.
10. Orders Already Shipped
If you request a cancellation after an order has already been processed or shipped, we may not be able to stop the shipment.
In that situation, the order may need to be handled through the return process described in this policy.
To request cancellation before shipment, please contact:
as soon as possible.
We will make reasonable efforts to accommodate requests made before fulfillment or shipment, but cancellation cannot be guaranteed once processing has begun.
11. Refund Method
Approved refunds will generally be returned to the original payment method.
We do not normally issue refunds to a different card, account, or payment method.
If the original payment method is no longer available, please contact us and we will review the available options in accordance with the applicable payment provider's procedures and applicable law.
12. Refund Timing Summary
For clarity:
Nestavixo Refund Processing: generally 3–5 business days after inspection and approval
Bank / Payment Provider Processing: potentially an additional 5–10 business days
These periods are separate.
The time required for a financial institution to display a completed refund is outside our direct control.
13. Refused or Undeliverable Packages
If a package is returned because the delivery information provided by the customer was incomplete or incorrect, or because delivery could not be completed, please contact us at:
We will review the circumstances and available options.
Any reshipping fees, deductions, or refund treatment will depend on the reason for the failed delivery and will be communicated to the customer before further action is taken, where applicable.
Nothing in this section limits customer rights where the delivery failure resulted from an error for which we are responsible.
14. Abuse of the Return or Refund Process
We reserve the right to review return or refund requests for suspected fraud, abuse, or misuse of our policies.
This may include situations involving materially false information, fraudulent payment activity, manipulated evidence, or repeated misuse of the return system.
We will not use this provision to deny legitimate claims relating to damaged, defective, incorrect, incomplete, or misdescribed products.
15. Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or waive any mandatory consumer rights that cannot lawfully be excluded or limited.
Where applicable law provides you with rights or remedies that are more favorable than the terms stated in this policy, those mandatory legal rights will continue to apply.
16. Changes to This Policy
We may update this Return & Refund Policy from time to time to reflect changes to our business practices, customer service procedures, or applicable requirements.
When changes are made, the revised policy will be published on this page and the Last Updated date will be updated.
Changes will apply prospectively as required by applicable law.
17. Contact Us
If you have questions about a return, damaged product, replacement, or refund, please contact:
Nestavixo
Operated by Qingdao Xingyao Lianrong Network Technology Co., Ltd.
Registered Address:
Room 3E02, 3rd Floor, No. 147 Liaoning Road, Liaoning Road Subdistrict, Shibei District, Qingdao, Shandong, China
Customer Support Email:
service@nestavixo.com
Customer Support Hours:
Monday–Friday, 9:00 AM–6:00 PM (EST)