Damage, Shortage & Incorrect Order Policy

Inspect the delivery

Inspect every shipment as soon as reasonably possible after delivery and, where practical, before the carrier leaves. Check product type, quantity, dimensions, packaging, visible damage, labels, and general condition.

Documentation

If damage, shortage, or an incorrect product is found, take clear photographs of:

• The full shipment and packaging.
• Shipping and product labels.
• The damaged area and surrounding material.
• Visible carrier or delivery documents.

Damage

Note visible damage on the delivery receipt or freight document whenever possible. Notify Nexus as soon as reasonably possible after discovering damage. Act promptly because a carrier, supplier, order, warranty, or applicable law may impose a separate reporting deadline.

Concealed damage

If damage was not reasonably visible at delivery, notify Nexus as soon as it is discovered and provide photographs and other reasonably requested information.

Shortages

Compare delivered materials with the order confirmation and packing documents. Report a shortage promptly and provide photographs, packing slips, delivery documents, labels, quantity counts, and other information reasonably needed to investigate. Act promptly because order, carrier, supplier, warranty, or legal deadlines may apply.

Incorrect products

If a product does not match the confirmed order, contact Nexus before installing, modifying, cutting, or using it. Nexus may request photographs and product-identification information.

Do not install or modify disputed material

Do not install, cut, modify, fabricate, paint, alter, or otherwise use material believed to be damaged or incorrect until Nexus has had a reasonable opportunity to investigate. Use or modification may limit available remedies.

Investigation and remedies

Nexus may coordinate with a manufacturer, supplier, or carrier. Customers must provide reasonable cooperation and documentation. If a claim is valid, an available remedy may include repair, replacement, replacement of the affected portion, credit, refund, or another reasonable remedy, depending on supplier policies, availability, warranty requirements, and applicable law.

Freight claims

Where damage appears transportation-related, Nexus may coordinate with the carrier or supplier. Preserve material, packaging, and delivery documentation until instructions are provided and the claim is resolved.

Customer-caused damage

Nexus is not responsible for damage after delivery caused by improper unloading, handling, storage, weather exposure, installation, modification, misuse, neglect, failure to follow manufacturer instructions, or other circumstances attributable to the customer or another third party.

Submitting a claim

Contact complaints@nexusbuildingcomponents.com with the order number, delivery date, issue description, and supporting photographs. Do not include payment-card data or other sensitive information.