See Your Product and Color Before It Ships | Precision in Selection. Proof in the Product.
At NEXUS, we are committed to providing reliable products, transparent order information and responsible after-sales support.
Our return and refund policy is based on the type of product purchased, the nature of the issue and applicable consumer protection laws.
NEXUS does not offer additional voluntary returns or refunds for change-of-mind purchases.
This applies to standard sewing threads, sewing machinery and leather skiving machinery. We encourage customers to review product specifications, colors and order requirements carefully before purchasing.
This policy does not affect any mandatory cancellation, return or consumer protection rights provided by applicable law.
If you receive a product with a verified quality defect attributable to NEXUS, we will refund the affected product without requiring you to return it.
To request assistance, please provide:
Your order number.
A description of the issue.
Clear photographs or other relevant supporting information.
Our team will review your submission and contact you regarding the resolution.
If NEXUS ships a product or color that does not match your confirmed order, please contact us.
Once the error has been verified, we will issue a refund for the affected product without requiring a return.
Please note that photography, lighting and screen settings may affect the appearance of colors. Minor differences in digital color representation do not necessarily indicate that an incorrect product was supplied.
Custom-color and custom-specification products are manufactured according to the customer’s confirmed requirements.
NEXUS does not offer voluntary change-of-mind returns for customized products.
However, if a customized product has a verified quality defect or does not match the confirmed order due to an error attributable to NEXUS, our refund-without-return policy applies.
Any mandatory statutory rights remain unaffected.
Please inspect your order upon delivery.
If your shipment arrives damaged or contains missing items, contact our customer support team with your order number, a description of the issue and relevant photographs where possible.
We will investigate the situation and determine the appropriate resolution.
If the issue is verified as attributable to NEXUS, we will issue the applicable refund without requiring you to return the affected product.
Any additional remedies required by applicable law will also be honored.
Please report visible shipping damage, missing items or incorrect products within 10 days after your shipment is marked as delivered.
Reporting issues promptly helps us investigate shipping and fulfillment problems efficiently.
This reporting period does not restrict or replace any mandatory consumer rights, including legal remedies for defects discovered after that period.
If your order has not arrived within its estimated delivery period, please contact NEXUS.
We will investigate the shipment using the available tracking information.
Where delivery cannot be completed or an order qualifies for cancellation or a refund under applicable law, we will provide the required resolution.
For verified quality issues, incorrect orders or other problems attributable to NEXUS, we will process the approved refund without requiring the affected product to be returned.
Refunds will normally be issued to the original payment method.
The time required for the refunded amount to appear in your account may depend on your payment provider.
Where applicable law requires a particular refund method or deadline, those requirements will be followed.
Nothing in this policy excludes or limits any mandatory consumer rights.
Customers in certain countries or regions may have statutory cancellation or return rights even when products are not defective.
Where these rights apply, NEXUS will accept and process eligible requests in accordance with applicable law, including any legal requirements relating to return shipping costs and refund deadlines.
Custom-made or clearly personalized products may qualify for exceptions to certain statutory cancellation rights where permitted by law.
Please contact us before returning any products so we can provide the appropriate instructions for your situation.
For refund requests, product issues or other after-sales questions, please contact:
NEXUS Customer Support
Email: nexus@bondedthread.com
Please include your order number and relevant supporting information so our team can assist you efficiently.