Refund & Warranty Policy

Refund & Return Policy

30 Day Return Policy

• You may request a return for an eligible product within 30 days of delivery.
• This 30 day return policy applies to non-defective returns, including change of mind, preference, comfort, or fit related reasons, subject to the eligibility conditions below.
• Returns requested after the 30 day return period may not be accepted unless required by applicable law or covered under our Warranty Policy.

Eligibility

• Items must be returned in good condition, with all major original components, including the charging case, ear tips, cable, manuals, freebies, and, where reasonably available, the original packaging.
• A reasonable trial of the product is permitted, but excessive wear, physical damage, missing major components, missing serial number labels or anti tamper labels, or signs of misuse may affect eligibility or refund amount.
• Returns must be requested and approved through our process. Unauthorized returns may be refused.

Defective on Arrival & Incorrect Items

• If your product arrives defective, non-functional, or incorrect, please contact Support within 7 days of delivery and provide your order number together with any relevant photos or videos.
• Verified defective on arrival or incorrect item claims will be handled under this section. In such cases, Fitnexa may provide a replacement or refund, subject to review and stock availability.
• The 7 day period in this section applies only to defective on arrival or incorrect item claims. It does not shorten the separate 30 day return policy for non-defective returns.
• If a product issue is reported after the 7 day defective on arrival window but within the applicable warranty period, it may still be eligible for repair, replacement, or other warranty remedies under the Warranty Policy below, but it will no longer be treated as a defective on arrival claim.

Return Shipping

• For approved returns involving defective products, defective on arrival claims, or incorrect items, we will provide a prepaid return label or otherwise cover return shipping.
• For approved non-defective returns, including change of mind returns, return shipping costs may be the customer's responsibility unless otherwise required by law.

Refund Method & Timing

• Refunds are issued to the original payment method.
• Processing typically takes 5 to 10 business days after receipt and inspection of the returned product.
• Banks or payment processors may require an additional 5 to 10 business days to post the refund.
• Missing major accessories or components, or damage beyond reasonable trial use, may result in a deduction reflecting the missing items, damage, or restoration cost.

How to Start a Return

To request a return:

1. Submit a request via our Return Portal or email support@fitnexa.com.
2. Provide your order number, the reason for the return, and any relevant photos or videos, if applicable.
3. Please wait for return instructions from our team before shipping the product back. Unauthorized returns may be refused.

Warranty Policy

Warranty Period

• Main device: 18 months from the date of delivery.
• EU consumers: 2 year statutory guarantee of conformity under applicable local law.
• UK consumers: remedies may also be available under the Consumer Rights Act 2015.

Your statutory rights remain unaffected.

What's Covered

• Defects in materials or workmanship under normal intended use.
• Where a valid warranty claim is confirmed, remedies may include repair, replacement with a new or equivalent refurbished unit, or, if repair or replacement is not reasonably feasible, a full or partial refund.

What's Not Covered

• Misuse, abuse, accidental damage, liquid damage, or unauthorized repairs or modifications.
• Use outside the product's intended purpose or instructions.
• Normal cosmetic wear and tear, or normal battery capacity reduction within product specifications.
• Consumables, including ear tips.
• Claims submitted without valid proof of purchase or products purchased from unauthorized sellers.

Costs & Logistics

• For eligible warranty claims, we will provide a prepaid return label or otherwise cover return shipping.
• For claims found to be ineligible, inspection fees, return shipping fees, or both may apply.

Contact Us

For support with returns, refunds, or warranty claims, please contact us:

Email: support@fitnexa.com