Refund policy

Last updated: June 22, 2026

We want you to love your Nexus Sidus piece. This policy explains when returns, exchanges, and refunds are available. Please read it carefully before ordering.

1. Order Cancellation

Within 12 hours of ordering — if your order has not yet been processed, customized, activated, or shipped, you may cancel for a full refund at no cost.
After processing or shipping — if the order has already been processed, customized, activated, or shipped, we may try to intercept it depending on its status. If it has already shipped but can be intercepted, the shipping cost is borne by the customer.

2. Standard Bracelets — Change of Mind

If you change your mind or simply don't love a standard (non-smart, non-customized) bracelet, you may request a return within 14 days of delivery, provided the item is:

Unworn, unused, and undamaged
In its original, complete packaging

The customer pays return shipping. Original shipping charges, customs duties, and taxes are non-refundable.

3. Damaged, Wrong, or Defective Items

If your item arrives broken, incorrect, or with an obvious quality defect, please contact us within 7 days of delivery with clear photos or a video showing the issue. Once confirmed, we will arrange a replacement, full refund, or partial refund. We cover the cost of replacement shipping or the corresponding refund.

4. Customized, Activated & Energy Bracelets

Customized, activated, or "energy-set" bracelets are not eligible for return for subjective reasons — including change of mind, personal preference, how the piece feels, or expectations about energy or metaphysical outcomes not being met. Subjective experience is not a valid basis for a refund. Genuine quality defects are always covered under Section 3.

5. Smart Bracelets

Unworn, not activated, not paired with the app — may be returned within 14 days of delivery in brand-new condition with all accessories included. The customer pays return shipping; original shipping, duties, and taxes are non-refundable.
Worn, activated, paired, or used — not eligible for return for subjective reasons. If there is a genuine functional defect, it will be handled as a quality issue (Section 3). Misuse or accidental damage is the customer's responsibility.

6. Shipping Problems

Lost in transit (no delivery scan) — we will help investigate. Once a loss is confirmed, we will arrange a replacement or refund, then pursue the carrier ourselves.
Marked delivered but not received — we will help you investigate. Please check with your local carrier, neighbors, doorman, or building management. If carrier records show no anomaly, a full automatic refund cannot be guaranteed and each case is reviewed individually.
Wrong address, refusal, or unpaid customs causing return — costs already incurred (outbound shipping, return fees, duties) may be deducted; these are the customer's responsibility.

7. How to Start a Return

Email nexussidus.store@gmail.com with your order number and (for damage/defect claims) photos or a video.
We reply within 24 hours with return instructions and the return address.
Ship the item back using a tracked service (recommended for change-of-mind returns).

8. Refund Processing

Once we receive and inspect the returned item, approved refunds are issued to your original payment method within 5–12 business days. Depending on your bank or card issuer, it may take additional days to appear on your statement.