return policy

Returns

Most items can be returned within 30 days of purchase. Devices must be returned within 7 days. Exceptions may apply. Please check the in-store or online announcement for exceptions. An original receipt is required. Returns over $500 will be subject to a 10% restocking fee. Items must be in their original selling condition, unopened, unaltered, and unused. Final sales, clearance items, special offers, gift cards, and shipping charges are not refundable. Nexus reserves the right to refuse any return. Returns will be refunded to the original form of payment.

Return Policy Definitions:

The return policy for each item is detailed in the disclaimer on its product page. Below is a more specific explanation of what these terms mean.

“Standard 30-Day Return Policy”

Items eligible for this policy may be returned within 30 days of purchase.

An original receipt is required.

All mail-in returns require pre-authorization.

Items must be in their original packaging and unopened. Items must not have been used or altered in any way.

To return an item online, please contact our Customer Service team.

Return shipping is the customer’s responsibility and can be paid by or through the store.

Any defective or damaged items must be reported to our Customer Service team immediately.

Items covered by this policy include, but are not limited to:

Leather in current inventory.

All hand tools.

All consumables.

Hardware in standard packaging quantities of 100 or less.

7-Day Return Policy

Items covered by this policy may be returned within 7 days of receipt.

An original receipt is required.

All mail-in returns require pre-authorization.

Items must be in their original packaging and unopened.

Items must not have been used or altered in any way.

Return shipping is the customer’s responsibility and may be paid by the store.

Items must be in their original packaging, and the leather must not have been altered in any way.

If returned merchandise requires refurbishment, a restocking fee may apply. Any defective or damaged merchandise must be reported immediately to the place of purchase.

Return Process:

Contact us online, email Mark@bondedthread.com, or contact us via WhatsApp at +8615920435678 to request a return for an online order. All online order returns require a Return Merchandise Authorization (RMA). If you are shipping an item valued at over $75 USD, please consider using a tracked shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item. Return shipping costs are the customer’s responsibility. Order shipping costs are non-refundable.

Refunds

Once we receive and review your return, we’ll notify you whether your refund has been approved. If approved, we’ll process your refund and issue a refund to your original form of payment. Please allow 5-7 business days for your refund to be credited to your account.

Refunds for purchases made with a credit card will be credited to the original credit card used. Your bank may take 5-7 days to process the refund.

Submit a Non-Receipt Claim

If your tracking information shows your package as delivered, but you can’t find it, we recommend waiting 48 hours after confirming delivery, as some tracking sites may show delivery before the package reaches its destination. Nexus BondeThread ships using UPS, UPS Surepost, and USPS. UPS now offers UPS Proof of Delivery, which allows you to view images of the delivery site. Please review your tracking information for more information. UPS Surepost uses USPS as your final delivery carrier. Please review your tracking information for more information. UPS Surepost tracking information typically displays YW or YN, indicating final delivery via USPS.

If more than 48 hours have passed, please do the following:

Check for any attempted delivery notifications left by the carrier.

Check the location where the package was picked up (on the porch, by the garage, etc.).

Check to see if anyone in your household or neighbors accepted the delivery.

Please confirm that the delivery address provided by the carrier matches the delivery address on your order. If your package hasn’t been delivered within 3 business days of being marked as delivered, please contact the carrier to file a claim. Once your claim has been submitted to the carrier, please contact Customer Service below for next steps.

Please note that you have 10 days from the date your package was marked “delivered” to contact our Customer Service team and file a claim, otherwise Nexus may not be able to replace your order. After submitting a claim, it may take several weeks for the claim to be investigated and finalized.

If the address on your order is incorrect and the package has already been delivered to that address, Nexus will not be responsible for a replacement or refund. The cost of replacing the order is the customer’s responsibility.

You can contact our Customer Service team here.