Delivery & Returns
Last updated: July 2026
1. Scope
This Shipping, Returns & Refunds Policy applies to consumer orders placed on nexamclean.com and forms part of the Nexam Terms of Sale.
2. Delivery destinations
Nexam currently accepts orders for delivery to mainland France, Belgium, Luxembourg, Germany, Austria, Italy, Spain and Poland. The destinations available at checkout are controlling: an order cannot be completed for a destination that is not enabled at checkout. Delivery is free of charge to the supported destinations listed above, with no minimum purchase.
3. Delivery time
Orders are normally delivered within 5–8 business days from order confirmation. Business days exclude Saturdays, Sundays and public holidays in the relevant processing or destination country. The 5–8 business-day estimate includes normal order preparation and transport. It is an estimate rather than a guaranteed appointment unless a specific guaranteed date is expressly confirmed to you in writing. Once your order has been dispatched, you will receive an email containing the available tracking information. Carrier tracking may require several hours to update after dispatch.
4. Delays
If a delay occurs, we will provide updated information as soon as reasonably possible. Your mandatory rights under the consumer law applicable in your country remain unaffected. Where we fail to deliver within the agreed period, you may require delivery within an additional reasonable period. If delivery still does not take place within that additional period, or where delivery by the agreed date was essential and this was made clear before purchase, you may cancel the contract and receive a full refund in accordance with applicable law.
5. Incorrect or incomplete delivery details
You are responsible for checking your delivery details before confirming your order. If you identify an error, contact support@nexamclean.com immediately. We will make reasonable efforts to correct an address before dispatch, but a change cannot be guaranteed once processing has begun. If a parcel is returned because the address supplied was incorrect or incomplete, we may ask you to confirm the correct address before arranging a new shipment. Nothing in this section limits your mandatory consumer rights.
6. Tracking, loss and delivery incidents
If tracking shows no movement for an unusual period, the parcel appears lost, or the carrier marks the parcel as delivered but you have not received it, contact support@nexamclean.com with your order number. We will investigate with the carrier and provide the remedy required by applicable law. Risk of loss or damage remains with Nexam until the product is physically received by you or by a third party designated by you, other than the carrier.
7. Damaged or defective products on arrival
If your product arrives damaged, incomplete or apparently defective, contact support@nexamclean.com promptly and provide your order number and, where reasonably possible, clear photographs of the product and packaging. Photographs help us process the claim but do not remove or restrict your statutory rights. Depending on the circumstances and your legal rights, we will arrange an appropriate remedy, which may include repair, replacement, a price reduction or a refund. Return transport for a defective or non-conforming product is covered by Nexam.
8. Statutory right of withdrawal — first 14 days
If you are a consumer in the European Union, you normally have a statutory right to withdraw from an online purchase within 14 calendar days after the day on which you receive the product, without giving a reason. To exercise that right, send an unambiguous withdrawal statement to support@nexamclean.com before the 14-day period expires. You may also use the model withdrawal form annexed to our Terms of Sale, but its use is optional. After notifying us, you must send the product back without undue delay and no later than 14 days after communicating your decision to withdraw. We will provide return instructions. You bear the direct cost of returning the product. You may inspect and handle the product only to the extent necessary to establish its nature, characteristics and functioning, in the same way that you could reasonably inspect it in a shop. You may be responsible for any diminished value caused by handling beyond what was necessary for that purpose.
9. Nexam 30-day home trial — days 15 to 30
In addition to the statutory 14-day withdrawal right, Nexam offers a commercial home trial that extends the return period to 30 calendar days after delivery. During the commercial trial, you may test the product under normal household conditions. To qualify for a return between days 15 and 30, the product must be returned clean, complete, with all supplied accessories, and without damage or excessive wear beyond reasonable household testing. Where reasonably possible, please use the original packaging. The absence of the original packaging alone does not automatically prevent a return, but you remain responsible for packaging the product safely for transport. The commercial 30-day trial does not reduce, replace or restrict your statutory rights.
10. How to make a return
To begin a return: 1. Email support@nexamclean.com from the address used for the order. 2. Include your order number and state whether the request concerns withdrawal, the 30-day trial, damage, a defect or another issue. 3. Wait for our return instructions before sending the parcel. 4. Package the product securely, including all accessories supplied with it. 5. Keep proof that the parcel was handed to the carrier. Do not send a product to the registered office in Wyoming unless our customer-service team expressly instructs you to do so. The operational return address will be provided with the return instructions.
11. Return costs
You bear the direct cost of returning the product, both under the statutory withdrawal period and during the Nexam 30-day home trial. This cost is stated here before purchase, as consumer law requires, and we recommend a tracked service: proof of hand-over to the carrier protects you if the parcel goes missing. Nexam also covers the reasonable return costs of defective, damaged or non-conforming products. If you use a different return method without our prior agreement, additional costs may not be reimbursed unless mandatory law requires otherwise.
12. Refunds
Statutory withdrawal : When you exercise the statutory right of withdrawal, we will refund the payments received from you, including standard outbound delivery charges, without undue delay and no later than 14 days after we are informed of your decision. We may withhold the refund until we receive the returned product or until you provide evidence that it has been sent back, whichever occurs first. Nexam 30-day commercial trial : For a return made between days 15 and 30, the refund is issued after the product has been received and checked for compliance with the commercial trial conditions. We aim to issue the refund within 14 days after receipt. Refunds are made to the original payment method unless you expressly agree to another method. Your bank or payment provider may require additional time to display the credit.
13. Exchanges
Nexam does not currently process direct exchanges. To obtain another item, return the eligible product for a refund and place a new order. This does not affect your right to request repair or replacement where a product is non-conforming or defective under applicable statutory warranty law.
14. Contact
Customer service: support@nexamclean.com Hours: Monday to Friday, 9:00 am–6:00 pm, Paris time, excluding public holidays. Every request is reviewed carefully, and we will respond as soon as reasonably possible.