NEXLAB / CUSTOMER CARE
Returns & refunds
Clear help when your order needs another look.
Start with customer care
Email nexlabdesign@naiohq.com with your order number and the item concerned. We will help you with the next steps and the appropriate return instructions. Please do not send goods to an address found on a parcel without checking the return instructions.
Changing or cancelling an order
Contact us as soon as possible. Changes depend on whether production or dispatch has begun. This does not affect any statutory right to withdraw from an eligible purchase.
Withdrawal and personalized items
Where EU withdrawal rules apply, you generally have 14 days from receipt to communicate your decision to withdraw, without giving a reason. Standard catalog designs are not automatically excluded because they are produced on demand. A lawful exception may apply to genuinely personalized goods; defect rights still apply.
Returning an eligible purchase
For an eligible withdrawal, goods generally need to be sent back within 14 days of notifying us. Direct return costs are payable by the customer only where lawfully disclosed before purchase. Necessary costs for resolving a statutory defect claim are not transferred to you.
Refunds
Eligible withdrawal refunds include standard outbound delivery and are due within the applicable legal period, generally 14 days after notice. Reimbursement may be withheld until the goods or evidence of return are received, where permitted. Refunds use the original payment method unless another method is agreed without fees.
Damaged, incorrect or missing items
Tell us what happened and include useful photos if available. We will review the issue and arrange the remedy required by applicable law. Your statutory rights are not restricted to a supplier claim window. Contact us about size or colour exchanges so we can explain the options for your order.