Refund policy
Returning a Product
Important Customer Advice: To prevent any potential problems or returns, it's always best NOT to accept delivery if the carton or packaging in which your product arrives is damaged. Please file a package damage form with the carrier and refuse the delivery.
NeroCycle Extended Holiday Return Policy
For your holiday convenience, all purchases made between November 5 and December 31 can be returned through January 31, of the following year.
All other Terms and Conditions of our Return and Exchange Promise will apply.
How to Return Your NeroCycle Product
If the product is damaged, defective or not what you ordered:
If you receive a product that is damaged or does not work properly because of a defect, or if the product is not what you ordered (wrong color or model), please login to your NeroCycle account to Submit Your Return Online or contact NeroCycle by phone at +1 (424) 419-7734 or by email at info@nerocycle.com within 10 days of receipt to request a Return Authorization. A Return Authorization Number and Return Label will be sent to you via email.
Our Customer Service Hours are:
Mon-Fri 11:00 AM - 8:00 PM Pacific time
When contacting NeroCycle, you will also have the option to receive a new replacement product or a full refund in the form of a credit to your credit card or PayPal account.
Not satisfied with the product you received?
If you are unhappy with your purchase, for reasons other than damage, defect or incorrect product, simply contact NeroCycle within 15 days of product receipt by phone at +1 (424) 419-7734 or by email at info@nerocycle.com to discuss the issues you have with your NeroCycle products and to request a Return Authorization.
Please note: At NeroCycle' discretion, all opened returns may be subject to a 5%-15% restocking fee. We do not credit the original shipping cost (paid by NeroCycle to ship the product to you) or pay your return shipping cost.
Return Authorizations
Your Return Authorization is valid for 15 days from the day it was sent to you. Your returned merchandise must be in the original factory condition and include all packaging materials, original merchandise box, inserts and manuals, product warranty cards (not filled-out) and all accessories. If your return is not being returned because of damage, defect or incorrect product then the merchandise must also be in factory new, unused condition. If we agree to accept a return that has been used and is not in factory new condition (this is at NeroCycle' discretion) then an amount will be deducted from your refund equal to the estimated value of the used merchandise (minus any other cost, fees, shipping charges noted above).
Return Address
3927 Georgia Ave Washington, DC 20011, United States.
Please make sure to confirm the return address with us before sending back any items. Returns sent without address confirmation will not be accepted.
Refund your payment
As soon as we confirm receipt and inspect the product and accessories, NeroCycle will issue a credit to your credit card or Paypal account for the price of the merchandise, minus applicable restocking fee, shipping charges and any other charges or fees that may apply.
Please allow two (2) weeks for your credit to appear on your account. Returning a product without the proper Return Authorization could significantly delay processing of your return credit.
If your product becomes defective more than 30 days after receipt, please follow the instructions found in the written NeroCycle Warranty included with your product.
Product Return Instructions
To help us process your return as quickly as possible, please have this information handy for your representative when speaking to us directly or when emailing:
1.Order Number
2.Date of order
3.Ship-To name and address
4.Bill-To name and address (if different from the ship-to address)
5.Product Model Number
6.Item quantity being returned
7.Reason for returning the product
8.Whether or not you have the original shipping packaging
Please Note: If you have lost your Order Number, call or send us an e-mail and we will be happy to send it to you. Once we have your product information and if we have agreed to a return of your product, we will email your Return Authorization Number and Return Label.
When you receive your Return Authorization Number
1. Write your Return Authorization Number on the Return Label
2. Attach the Return Label to the outside of the shipping box
3. If you do not have the Return Label, please write the Return Authorization Number in large, bold numerals on the outside of the package — a permanent black marker works best
4. If possible, please ship your return in its original shipping carton with adequate packing to protect against shipping damage
5. Place all packaging materials, inserts and manuals, product warranty cards (not filled-out) and all accessories in the carton
6. Ship your return to the address listed on the return label sent with your Return Authorization Number. Please DO NOT return items to the address on your original shipping label.
To Qualify for a Refund, All The Following Conditions Must Be Met:
1. A Return Merchandise Authorization (RMA) must be requested from us within 30 days from the date of receipt of shipment. To request an RMA, contact Our Service Team at info@nerocycle.com.
2. If the reason for return is not as a result of a product failure, the cost of return shipping will be borne by the customer.
3. The RMA number and necessary contact information (including but not limited to name, phone numbers, address, email, purchase date, etc.) must be clearly displayed on the printing template provided by Our Service Team or written on paper by the customer and must be included along with the returned product.
4. Returned product must be in good physical condition (not physically broken or damaged).
5. All accessories originally included with your purchase must be included with your return.
6. Authorization to return does not guarantee credit or exchange. We will issue an exchange or credit upon receipt of the return package.
Additional Terms and Conditions
1. RMA is valid for fifteen (15) days from the date of issue.
2. Products ordered in November and December can be returned before January 31st of the following year.
3. Shipping and handling charges, gift wrapping fees, and taxes paid (e.g., state, customs, VAT) are not refundable unless the return is due to inherent product defects. If your order contains multiple products and you only return a part of them, do note that total shipping charges are not refundable. Partial shipping charges are also not refundable.
4. You shall assume all risk of loss or damage to the product while in transit to us.
5. If you return a product to us, (a) without a RMA from us (b) without all parts included in the original package or the product returned is not in the condition agreed to when the RMA was approved, we retain the right to refuse delivery of such return and/or retain the right (at NeroCycle' discretion) to refuse to refund without deducting cost or losses incurred by NeroCycle.
Order Cancellations
1. We can cancel the order for you if you contact us in time after your purchase. Orders can be canceled within 24 hours after purchase before shipment. We process and ship orders within 1–2 business days after confirmation. If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
2. Orders can't be canceled once the parcel is shipped out.
Effective Date
These Store Policies were last revised on June 16th, 2025.