For assistance with a cancellation, return, or exchange, contact Nework support. See return shipping costs and the return process below before sending a product back.
For delivery information, see our Shipping Policy. For warranty coverage and service, see our Warranty Policy.
I. Eligibility for Return and Replacement
1. Order Cancellation
You may cancel your order at any time before the product is shipped. To request cancellation, please promptly email support@nework.us with your order number. Cancellation is subject to confirmation that the order has not shipped. Once the cancellation is confirmed, a refund will be issued to your original payment method within one business day. Your bank or payment provider may take up to 10 business days to post the refund.
Please note: Once the product has been shipped, cancellation is no longer possible. At that point, you may choose to refuse the delivery at the final stage.
2. Package Refusal
At the time of final delivery, you have the right to refuse the package. If you choose to do so, please take the following photos:
- Full view of the product's outer packaging
- Shipping label on the outer box
- Barcode on the outer box
Email all images to support@nework.us. Once we receive your refusal confirmation and the required images, a refund will be issued to your original payment method within one business day. Your bank or payment provider may take up to 10 business days to post the refund.
3. Abnormal Delivery
Upon delivery, please inspect the outer packaging. If it is visibly damaged, please take clear photos and refuse the package. Send the following images to support@nework.us within one business day:
- Clear images showing the full extent of the packaging damage
- All shipping labels and barcodes on the box
Once we receive and verify the required information, we will arrange a replacement or issue a refund within three business days.
If you choose to accept the package, please record an unboxing video and inspect the contents for any of the following:
- Physical damage
- Incorrect items
- Missing parts
If any issue is found, please contact our customer service within 24 hours of receipt and provide the following evidence:
- A detailed description of the issue (e.g., wrong item, missing parts, etc.)
- Photos or videos of the damage or the items received
- Photos of the serial number and model of the product
- Photos of the outer packaging, including all labels and barcodes
Our support team will review the materials and provide a resolution within one business day.
Requests submitted outside of the specified time frame may be declined.
II. Lost Shipments
If your order has not been delivered within 7 days after the promised or estimated delivery date, you may file a loss claim with Nework.
⚠️ Note: Orders marked as "Delivered" by the carrier are not eligible for compensation.
To process your claim, please provide:
- Your order number
- Your email address
- The tracking number(s) of the affected shipment(s)
Our customer service team will respond with a resolution within one business day.
III. 30-Day Return Policy
You may request a return within 30 days of delivery. Please contact support@nework.us within this period and obtain return authorization before sending any items back. If the return is not due to a product defect, you will be responsible for the return shipping cost.
All items included in the original order—including free or promotional products—must be returned. If only part of the order is returned, the value of the missing items will be deducted from your refund.
Return Shipping Costs (for Non-Defective Products)
For returns unrelated to a verified product defect, shipping damage, or fulfillment error, you are responsible for the return shipping cost. The applicable cost depends on the product’s size and weight, the pickup location, and the shipping service required.
Our support team will confirm the applicable return shipping cost and how it will be collected before you ship the product back. If the cost will be deducted from your refund, this will be stated in your return authorization.
Notes:
- If your return is due to a verified product defect, shipping damage, or fulfillment error, Nework will arrange return shipping at no cost to you.
- All returns must be pre-approved by Nework support and authorized through a Return Merchandise Authorization (RMA) process.
IV. Return Process
Step 1: Submit a Request
Contact Nework support for confirmation of your return or exchange request, and complete the Return Merchandise Authorization (RMA) form with the following information:
- Your order number, the email address used for the order, and the original shipping address.
- Whether you are requesting a return or an exchange.
- Clear photos or videos of the product, packaging, or reported issue.
Step 2: Request Review
Our support team will evaluate your request within one business day.
- If approved: You will receive a return shipping label, return instructions, and confirmation of any applicable return shipping cost
- If denied: You will receive an explanation via email
Step 3: Return and Refund
- Return the product to the warehouse address provided with your return label
- Once the return is received and inspected, we will notify you of the approval status
- If approved, your refund will be issued to the original payment method and may take up to 10 business days to appear
Please follow the packing and shipping instructions provided with your RMA and keep your return tracking number until the refund is complete.
If your refund has not appeared after 10 business days:
- Double-check your bank account
- Contact your bank or credit card provider (processing times vary)
- If unresolved, email support@nework.us
If inspection shows that the returned item is damaged, incomplete, or otherwise does not meet the approved return conditions, a partial refund may be issued. We will explain any deductions by email.
