# Return & Refund Policy
**Last Updated:** July 27, 2026
Thank you for shopping with Nexus.
Because every product is **custom-made specifically for each customer**, we are unable to accept returns or offer refunds once an order has been placed.
## Custom-Made Products
All items sold by Nexus are manufactured or customized to order. As a result:
* **All sales are final.**
* We do **not** accept returns or exchanges.
* We do **not** offer refunds for change of mind, incorrect size selection, color preference, ordering mistakes, or buyer's remorse.
Please carefully review all product details, sizing information, customization options, and shipping information before completing your purchase.
## Order Changes & Cancellations
Orders begin processing shortly after they are placed.
You may request a cancellation or modification **within 2 hours of placing your order**. After that time, production may have already begun, and your order cannot be changed, canceled, or refunded.
## Damaged, Defective, or Incorrect Items
We stand behind the quality of our products.
If your order arrives:
* Damaged during shipping
* Defective due to a manufacturing issue
* Different from what you ordered
please contact us within **48 hours of delivery**.
To process your claim, please include:
* Your order number
* A description of the issue
* Clear photographs of:
* The product
* The shipping box
* Any damaged packaging
* The shipping label
If your claim is approved, Nexus will, at its sole discretion:
* Replace the item,
* Repair the item (when applicable), or
* Issue a refund if a replacement cannot be provided.
## Incorrect Shipping Address
Customers are responsible for providing an accurate shipping address.
Orders returned due to an incorrect or incomplete address supplied during checkout are **not eligible for a refund**.
If you would like your order reshipped, additional shipping charges will apply.
## Refused Deliveries
Orders refused by the recipient or returned because they were unclaimed are considered completed orders and are **not eligible for a refund**.
## Lost Packages
Once an order has been transferred to the shipping carrier, delivery is the responsibility of the carrier.
If your package is lost in transit, Nexus will work with the carrier to investigate the shipment and determine an appropriate resolution.
## Chargebacks
If you experience an issue with your order, we ask that you contact our customer support team before filing a chargeback with your payment provider.
Fraudulent or unwarranted chargebacks may be disputed using order records, production records, shipment tracking information, and delivery confirmation.
## Consumer Rights
Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws that cannot legally be waived.
## Contact Us
If you have questions regarding your order, please contact us:
**Email:** [support@nexus.marmeto.org](mailto:support@nexus.marmeto.org)
We are committed to responding as quickly as possible and will work with you to resolve any legitimate issues.
