Refund policy
The Short Version
You have 30 days from delivery to request a return on eligible items. Items must be new, unused, and in original packaging, with everything that came in the pack.
Returns are free. A prepaid return label is included in every package, there is no restocking fee, and nothing is deducted from your refund. Return by mail using that label. We also accept exchanges.
Approved refunds go back to your original payment method (cards and wallets via Shopify Payments, PayPal orders via PayPal). We issue the refund within 5 business days of inspecting the return, and inspection takes up to 2 business days from the day it reaches us.
How to Start a Return
- Email Contact@Nexusoiare.shop with your order number, the item, and the reason.
- We reply within 1 business day with an RMA number and return instructions.
- Ship the item back using the prepaid return label included in your package, with the RMA number on the outside of the carton. Please ship it promptly; if you need more time, email us — a later shipping date never costs you your refund, as long as you requested the return inside the 30 days.
Returns sent without an RMA cannot be matched to your order and may be refused. Never write on or tape a label to the product's own retail box — ship it inside an outer shipping carton, so the retail packaging stays in new condition (the box your order arrived in works as the outer carton).
Who Pays Return Shipping
| Reason | Return shipping | Restocking fee |
|---|---|---|
| Defective, damaged, or wrong item sent | We pay — prepaid label | None |
| Not as described on our product page | We pay | None |
| Arrived after our stated delivery window | We pay | None |
| Changed your mind / no longer needed | We pay — prepaid label | None |
| Ordered the wrong model | We pay — prepaid label | None |
| Parcel refused at the door and never accepted | We pay — nothing deducted | None |
Returns are free for every reason, including change of mind: use the prepaid return label included in your package. Nothing is deducted from any refund (no original outbound shipping, no return shipping, and no restocking fee), whatever the reason for the return and whether the cause was us or the carrier.
A parcel you refuse at the door and never accept is treated as a return and refunded in full, with no deduction of any kind, no restocking fee, and no RMA needed. A parcel you accept and then send back is a normal change-of-mind return, also free: use the prepaid label in your package, and nothing is deducted.
Every delivery includes a prepaid return label. Use it for any return and drop the parcel with the carrier named on the RMA — there is nothing for you to pay. If the label is missing, email us and we will send one free of charge.
Condition Standards
This section applies to change-of-mind returns. An item you are returning because it is defective, damaged, wrong, or not as described is never penalized for having been opened or used — you often cannot discover a fault without using the product, and we do not expect you to.
Every change-of-mind return is inspected. Returns are accepted in new condition only, so we cannot accept items that are:
- used beyond an initial inspection (for example, sleeves that have been played with or binder pages that have held cards)
- missing items from the original pack
- returned without their original packaging
- damaged in return transit because they were packed inadequately
If a return fails inspection we email you photos within 2 business days. We will ship it back to you free of charge, or recycle it if you prefer.
Not Returnable
- Gift cards
- Items damaged after delivery by misuse or neglect
- Items for which a return was requested more than 30 days after delivery — the return window applies to your request, not to the date the item reaches us
Nothing in this list limits your rights when an item is defective or not as described.
Refunds
Refunds go back to the original payment method only: card and wallet payments through Shopify Payments, PayPal payments through PayPal. We cannot refund to a different card, a bank transfer, or a third party.
| Step | Timing |
|---|---|
| Return received → inspected | 2 business days |
| Inspection passed → refund issued by us | 5 business days |
| Refund appears on your statement | A further 3–10 business days, set by your bank |
We email you the moment the refund is issued. If 10 business days have passed since that email and nothing has arrived, contact your card issuer first, then email us with your order number.
Store credit is always optional — never a substitute for a refund you are owed.
Exchanges
For a different model, the fastest route is to place a new order and return the original — this stops the replacement selling out while your return is in transit. For defective or wrong-item cases we ship the correct item immediately at no charge; return the original with the prepaid label included in your package.
If you would rather we handled it as a direct exchange, say so when you request your RMA and we will confirm any difference in price before we ship.
Defective Items and Warranty
Report a defect within 30 days of delivery for a free replacement or full refund, your choice. Send photos or a short video of the fault.
After 30 days, items are covered by the manufacturer's warranty and, for 12 months from delivery, by our own Nexusoiare Limited Warranty (see our Warranty policy). Manufacturer terms differ by brand, by category, and by model. The term in the manufacturer's own documentation is the one that applies. We are a retailer, not the manufacturer: we do not set, extend, shorten, or guarantee manufacturer warranty periods. Contact the manufacturer directly with your proof of purchase; if they ask for retailer details, email Contact@Nexusoiare.shop and we will supply your invoice and any documentation they need.
The repair, replace, or credit decision is the manufacturer's, not ours — we do not promise that a manufacturer will honor a claim, because we are not an authorized dealer for, or affiliated with, any of the brands we carry. If a manufacturer refuses your claim, come back to us: our Warranty policy sets out what we cover and for how long.
Cancelling Instead of Returning
Orders that have not dispatched can be cancelled free of charge — see our Cancel Order page. Once an order dispatches it can no longer be cancelled: it is handled either as a refused delivery or as a return, and both are free: full refund, nothing deducted (see Who Pays Return Shipping above).
If We Made the Mistake
Wrong item, missing item, or a duplicate shipped — tell us as soon as you notice, within 30 days of delivery. We fix it at our cost: the correct or missing item ships free by UPS standard shipping, and anything sent in error goes back with the prepaid label included in your package. There is never a restocking fee.
Before You File a Chargeback
Please contact us first. Almost every dispute resolves faster directly, and filing a chargeback freezes any refund in progress until your bank closes its investigation, which typically takes 60–90 days.
Contact
Nexusoiare
Business and returns address: 809 Green St, Warner Robins, GA 31093, United States
Email: Contact@Nexusoiare.shop
Hours: Monday–Friday, 9:00 AM – 6:00 PM ET