REFUND AND RETURNS POLICY
Thank you for choosing NEXUS GOODS LLC to buy pet supplies! We are committed to providing you with high-quality products and services. If you are not completely satisfied with the products you purchased, please refer to our Refund and Return Policy.
- Return Requirements
● Products must be unused, unwashed and packaged intact.
● Returns must be made within 14 days of receipt.
● If it is due to our error (such as wrong product or defective product), we will bear the return shipping costs; otherwise, customers are responsible for the return shipping costs. - Refund Processing
● Once we receive the return and confirm that the product meets the return requirements, your refund will be processed within 5-7 business days.
● Refunds will be refunded to the original payment account. If you paid by credit card, the refund will be refunded directly to your credit card account. - Non-returnable items
The following items are not returnable once opened or used:
● Food pet supplies
● Customized or personalized items - How to request a return
● Please email support@usnexusgoodsllc.com and provide the order number, product information and reason for return.
● Our customer service team will contact you within 24 hours to assist you in the return process. - Exchange Policy
If you need to exchange an item, please contact us within 14 days of receiving the item. We will process the exchange request based on stock availability. - Defective items
If the item you received is defective or damaged, please contact us within 7 days of receiving the item and provide a photo of the item. We will provide you with a full refund or exchange service. - Special circumstances
For refund or return requests in special circumstances, we will handle them at our discretion based on the specific circumstances. If you have any questions, please feel free to contact customer support.
We sincerely thank you for your understanding and support, and hope you enjoy the good time you spend with your pet!