Refund policy

Refund & Return Policy

We want you to love your order. If you are not completely happy, you can request a return within 30 days of delivery.

Eligibility

Items must be unused, in their original condition and packaging, with all accessories included.
For hygiene reasons, worn insoles, socks, pads and opened body-care products (such as gels and oils) can only be returned if they arrived damaged or faulty.
Gift cards and discounted clearance items are non-refundable.

How to start a return

Email support.neronastore@gmail.com with your order number and the reason for the return.
Our team will reply within 24–48 hours with return instructions.
Please do not send items back without contacting us first — returns sent without approval may not be accepted.

Damaged, faulty or wrong items

If your order arrives damaged, faulty or incorrect, contact us within 7 days of delivery with your order number and a photo of the item. We will send a free replacement or issue a full refund — you will not need to pay for return shipping.

Refunds

Once your return is received and inspected, we will email you to confirm whether the refund is approved. Approved refunds are issued to your original payment method within 5–10 business days; your bank or card provider may take extra time to post it. Original shipping fees are non-refundable unless the item was damaged, faulty or incorrect.

Return shipping

Unless the item was damaged, faulty or incorrect, the customer is responsible for return shipping costs. We recommend a tracked service, as we cannot be responsible for returns lost in transit.