Returns & Refunds Policy

General return requirements

All returns require prior written authorization from Nexus. Do not return a product directly to a supplier or manufacturer unless Nexus provides written instructions. An unauthorized return may be refused.

Stock products

Unused, unopened, standard stock products may be eligible for return depending on supplier approval, condition, return eligibility, restocking fees, return freight, and the applicable return period. Products generally must be in original condition and packaging.

Special-order products

A product purchased specifically for a customer and not normally stocked by the applicable supplier may be non-returnable. Supplier cancellation, restocking, return, or other fees may be passed through to the customer when disclosed and legally permitted.

Custom and fabricated products

Custom, fabricated, cut-to-length, made-to-order, configured, or otherwise customized products are generally non-returnable once production or processing begins.

• Custom metal panels, trim, colors, or finishes.
• Cut-to-length materials and fabricated components.
• Specially configured products.
• Products made to customer specifications or that cannot reasonably be resold.

Damaged products

Products damaged during shipping are handled under the Damage, Shortage & Incorrect Order Policy. Do not return damaged products unless Nexus instructs you to do so.

Incorrect products

If Nexus or a fulfillment partner sends an incorrect product, contact Nexus promptly before installation or modification. Nexus may request photographs, product labels, packaging information, and other documentation. If the error is attributable to Nexus or its fulfillment partner, Nexus will work with the customer on an appropriate remedy.

Restocking fees and return freight

An approved return may be subject to a restocking fee determined by Nexus or the supplier. Unless a return results from an error attributable to Nexus or its fulfillment partner, the customer may be responsible for return freight and related transportation costs.

Refunds and taxes

Approved refunds are generally issued to the original payment method. Processing time may depend on the payment provider or financial institution. Where applicable, a refund may include taxes collected on the refunded portion, subject to law.

Items that may be non-refundable

Unless applicable law requires otherwise, the following may be non-refundable:

• Custom, fabricated, cut-to-length, made-to-order, or special-order products.
• Products already shipped or delivered.
• Products that were installed, modified, or damaged after delivery.
• Products damaged by customer handling or storage.
• Products identified as non-returnable at the time of purchase.

Requesting a return or refund

Contact Nexus at complaints@nexusbuildingcomponents.com with the order number and a description of the request. Do not send payment-card data or other sensitive information by email, and do not ship material until Nexus provides written authorization and instructions.