Refund & Returns Policy

Build note for Rita: this text should also be pasted into Settings → Policies → Refund policy at go-live, which generates the canonical /policies/refund-policy URL. The connector could not write shop policies directly (missing write_legal_policies scope).

REFUND & RETURNS — 14 DAYS

Made for you, numbered to you.

Every NYXA piece is cut to order in small, numbered runs — we don't mass-produce, and we don't overstock. That's what keeps each drop limited and each piece yours.

Because it's made-to-order, we keep returns to a focused 14-day window: try it on the moment it lands, live in it, move in it. If the fit isn't right, send it back within 14 days from the date of delivery for a full refund or exchange — unworn, tags on. Short window, on purpose: it's how a small-batch studio stays small-batch. You're not buying off a shelf. You're claiming a number.

Return conditions — please read first

For the protection of every customer, we can only accept a return or exchange if:

  • the piece is unworn, unwashed, and undamaged, in its original condition; and
  • all tags are still attached.

Please try pieces on over your own underwear. Items returned worn, washed, or without tags cannot be accepted and will be returned to you.

How to start a return or exchange

  1. Email hello@projectnyxa.com within 14 days of delivery with your order number and whether you want a refund or an exchange (and the size/piece you'd like for an exchange).
  2. We'll reply with return instructions and the return address.
  3. Pack the piece securely with all tags attached.

Return shipping

  • Faulty, damaged, or incorrect item: we cover return shipping and will replace, repair, or refund — your choice.
  • Change of mind / wrong size: the customer is responsible for return shipping. Your original (free) shipping is not re-charged.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days (your bank/card issuer may take longer to post it). Original shipping was free, so there's nothing to deduct there.

Exchanges

The fastest way to change size is to request an exchange when you start your return. Exchanges are subject to the return conditions above and to availability — because pieces are made to order, a different size may require a short production wait, which we'll tell you up front.

Pre-order & made-to-order pieces

Pre-orders are charged at the time of order — your order funds the small, numbered production run. You may cancel a pre-order for a full refund any time before it enters production / ships. Once it has shipped, the standard 14-day policy and return conditions above apply. Your ship-by date is shown on the product page and in your order confirmation before you pay; nothing ships before it's built (fulfillment hold).

Faulty items & your statutory rights

If anything arrives faulty or not as described, contact us right away — we'll make it right. Nothing in this policy limits your rights under applicable consumer protection law.

Questions: hello@projectnyxa.com · we answer within 1 business day.

Ξ · 00:00