Refund Policy

Physical Reunite items

You may request a return of a physical Reunite item within 30 calendar days after delivery. The item should not be intentionally damaged and should be returned with the components that were supplied with it.

Activating a Reunite item does not automatically eliminate return eligibility during the 30-day return window. For privacy and security, any returned identifier that has been activated will be revoked and will not be reissued as an active identifier to another family.

Damaged, defective, or incorrect items

If an item arrives damaged, is defective, does not scan reliably because of a manufacturing defect, or is not the item you ordered, contact us within 30 days after delivery. We will work with you on a replacement or refund. When the problem is our error or a covered defect, NexoProof will cover reasonable standard return shipping when a return is required.

Annual Reunite plans

Initial annual-plan charges and annual renewal charges may be refunded when the request is made within 14 calendar days of the charge.

After that 14-day period, canceling an annual plan stops the next renewal and the paid plan remains available through the end of its current paid term. We do not ordinarily provide prorated refunds for a partially used annual term, except where required by law or where we determine that a material paid service failure cannot reasonably be resolved.

Shipping charges

Original standard or expedited shipping charges are generally non-refundable once the shipment has been accepted by the carrier. We will refund applicable shipping charges when the return results from an incorrect item, covered defect, or other NexoProof fulfillment error, or when required by law.

For ordinary change-of-mind returns, the customer is responsible for return shipping unless we agree otherwise in writing.

Reunite Access

Benefits provided at no purchase price through Reunite Access do not have a cash purchase amount to refund. If a complimentary Reunite item is defective, contact Support so we can evaluate a replacement.

How to request a return or refund

Refund timing

Approved refunds are sent to the original payment method. When a physical return is required, the refund is normally initiated after the returned item is received and reviewed. We aim to initiate approved refunds within 5–10 business days; your bank or card issuer may require additional time to post the credit.

Your legal rights

This policy does not limit any non-waivable consumer rights or remedies that apply under applicable law.