Refund policy
Updated 22 September 2026
This policy applies to orders placed after this update. Earlier written offers and the terms provided when an existing order was placed remain respected. Nothing in this policy limits mandatory consumer rights under applicable law.
1. Returns and exchanges across our collection
We do not offer voluntary change-of-mind returns or exchanges for any product, including bracelets and lifestyle accessories. Personal preference or a change of mind alone is not a basis for a voluntary return. This does not exclude statutory cancellation, withdrawal, guarantee or refund rights where applicable.
2. Incorrect, damaged or defective items
We accept return or exchange requests for items sent in error, items damaged on arrival and genuine quality defects. Email nexussidus.store@gmail.com with your order number and a description of the issue. Photos or video, where reasonably available, help us assess the problem. Please notify us promptly; this request does not shorten any statutory claim period.
We will provide return instructions and arrange an appropriate replacement, repair or refund according to the issue and your applicable rights. Contact us before sending an item back so we can provide the correct return address. Natural variations that were accurately disclosed are not necessarily defects; goods must still match their description.
3. Return shipping costs
The buyer generally pays return shipping for an eligible non-fault return, where permitted by law and disclosed before purchase. For our shipping errors or confirmed quality defects, we cover reasonable necessary return shipping and any replacement shipping. Any legal requirement for us to bear shipping costs takes priority. Do not send a cash-on-delivery parcel without arranging it with us first.
4. Order cancellation and pre-orders
You may cancel within 12 hours of ordering for a full refund if the order has not been processed, customized, activated or shipped. After that, contact us to check the order status. This commercial cancellation window does not replace or limit statutory cancellation rights.
Products marked “Coming soon — pre-order” are not ready-stock items. Their stated dispatch period is within two months of placing the pre-order; dispatch is not the same as delivery. Pre-order status does not remove your rights if we cannot supply the goods or fail to meet an agreed deadline. We will contact you if a delay arises and handle cancellation or refund rights under applicable law.
5. Statutory withdrawal rights
If EU/EEA distance-selling consumer rules apply to your purchase, you generally have 14 days from receiving the goods to notify us that you wish to withdraw, without giving a reason, and a further 14 days to return them. Statutory exceptions may apply, for example to genuinely personalized goods. An ordinary pre-order is not automatically exempt.
To exercise a withdrawal right, email us a clear statement identifying your order. For a valid statutory withdrawal, we refund the payments required by law, including standard outbound delivery where applicable, within the applicable legal deadline. We may withhold reimbursement until we receive the goods or evidence of their return where the law permits. Direct return postage is normally payable by you when lawfully disclosed; faulty or incorrectly supplied goods are handled under Sections 2 and 3. Mandatory rights in other jurisdictions are also preserved.
6. Delivery problems
Contact us if an order is lost or marked delivered but cannot be located. We will investigate with the carrier and arrange a remedy where required. Actual costs caused by an incorrect address supplied by the customer or an unjustified refusal may be the customer’s responsibility only where permitted by law; this does not override lawful withdrawal or refund rights.
7. Refund processing
Approved refunds are returned to the original payment method. Our usual processing period is 5–12 business days after the necessary return review, unless an earlier legal deadline applies. Your payment provider may take additional time to display the credit. No provision here postpones a mandatory refund deadline.
Questions or return requests: nexussidus.store@gmail.com.
