1. Return and Refund Eligibility
All purchases are considered final and are generally not eligible for return, refund, or exchange. However, a return or refund request may be considered if the order falls under any of the following circumstances:
- The customer received an item that is different from the product originally ordered.
- The product received does not correspond with the description, specifications, features, or other product information stated on our website.
- The item arrives in a damaged, defective, spoiled, or otherwise unacceptable condition upon delivery.
- The order was delivered beyond the delivery period specified in our Shipping Policy.
Any return or refund request must be supported by sufficient evidence so that the issue can be properly reviewed and verified.
2. Evidence Required for Refund Claims
Customers requesting a refund are required to provide clear and relevant supporting materials, including:
- A complete and uninterrupted unboxing video showing the parcel before it is opened, including the shipping label, external packaging, and the item received.
- A clear video demonstrating the product during its initial use, where applicable, particularly when the issue can only be identified after the product has been operated or tested.
- Relevant photographs clearly showing the product and the reported issue.
- Order details, purchase information, or any other supporting documents or evidence that may be requested by the company for verification.
Customers are advised to keep the original packaging, labels, accessories, and other materials until the claim has been reviewed and resolved.
3. Submission Period
All return and refund requests must be submitted by email to nexues.trading@outlook.com within 24 hours from the time the item is received.
Customers should provide the order number and all relevant supporting evidence when submitting their request to avoid delays in the review process.
4. Late or Incomplete Requests
Requests submitted after the stated 24-hour period will not be accepted. Likewise, any claim submitted without the required supporting evidence, or with insufficient information to verify the reported issue, may be rejected.
The company reserves the right to review all submitted evidence before determining whether a return or refund request meets the requirements of this policy.
5. Refund Timeline
Once a refund is approved, the refund will be processed within 7–14 business days, depending on the payment method and the processing time of the relevant payment provider.