Refund policy
Overview
At Nexus Looks, we want you to feel confident when shopping with us. If something goes wrong with your order, we're here to help. This policy explains which items qualify for a return, how to request a refund or replacement, and when you can expect an update.
By placing an order with Nexus Looks, you agree to the terms below.
30-Day Return Window
You can request a return within 30 days after your order is delivered, as long as your request meets the conditions in this policy.
When We Accept Returns
We accept eligible return or replacement requests if:
- Your item arrives damaged or defective.
- You receive an item that is different from what you ordered.
- Something is missing from your order.
- Your item is significantly different from the product description or photos shown on our website.
Items should be unworn, unused, and in their original condition and packaging, except when they arrive damaged or defective.
When Returns Are Not Accepted
We do not accept returns or refunds for:
- A change of mind after purchase.
- Choosing the wrong size, color, or style when ordering.
- Items that have been worn, washed, used, or damaged after delivery.
- Items sent back without approval from our customer support team.
- Return requests submitted more than 30 days after delivery.
Please check product details and size guides before ordering. If you need help choosing an item, contact us before purchasing.
How to Request a Return
- Contact our support team at support@nexuslooks.com within 30 days of delivery.
- Share your order number, the item involved, and a short explanation of the problem.
- If your item is damaged, defective, incorrect, or missing parts, include clear photos where possible.
- Our team will review your request and send instructions if your return is approved, including the correct return address when needed.
Please do not send items back without approval. We may be unable to process returns that were not authorized in advance.
Return Shipping Costs
If the issue is our mistake, such as a damaged, defective, incorrect, or incomplete order, we cover the return shipping cost. We may provide a prepaid shipping label or arrange a refund or replacement without requiring the item to be sent back.
For other returns that we approve, the customer is responsible for return shipping costs. Any original shipping charges, if applicable, are non-refundable.
Refunds
Once we receive and inspect your returned item, or approve a refund without a return, we'll email you with an update.
Approved refunds are sent to the original payment method used at checkout. Please allow up to 10 business days for the money to appear in your account, depending on your bank or payment provider.
Replacements and Exchanges
If your item arrives damaged, defective, or incorrect, you can request a free replacement, subject to product availability. Let our support team know whether you would prefer a replacement or a refund.
We do not offer exchanges for size or color changes simply because you changed your mind.
Order Cancellations
You can request a full refund by cancelling your order before it ships. Once an order has shipped, it cannot be cancelled, and the return conditions in this policy will apply.
Contact us as soon as possible with your order number if you want to cancel. For more information, please review our Cancellation Policy.
Late or Missing Refunds
If you have not received an approved refund after 10 business days, check with your bank or card provider first, as posting times can vary.
If your bank cannot locate the refund, contact our support team at support@nexuslooks.com. We'll help you check its status.
Contact Us
For questions about returns, replacements, or refunds, please contact us using the details below.
Business Name: Nexus Looks
Support Email: support@nexuslooks.com
Phone: +1 (218) 577-1025
Business Hours: 9:00AM–5:00PM
Chat Support: Available 24/7
Business Address: 6265 Squire Dr NE, Fridley, MN 55432-5243, United States