Refund policy

Effective Date: January 19, 2025

At Nexus Box Studio, a DBA of Nexus Box LLC, we strive to ensure your satisfaction with every purchase. Please review our Return and Refund Policy carefully to understand your rights and our practices regarding returns and refunds.

1. Returns Eligibility

We accept returns under the following conditions:

• The product is defective, damaged, or incorrect upon arrival.

• The return request is initiated within 7 days of receiving the order.

• The product is in its original condition and packaging (if applicable).

Custom orders are non-refundable, except in cases where a defect or error is caused by Nexus Box Studio.

2. Non-Returnable Items

The following items are not eligible for return:

• Custom-made or personalized products

• Digital files or designs delivered electronically

• Products that have been used, altered, or damaged by the customer

3. Initiating a Return

To initiate a return, please follow these steps:

1. Contact our support team at support@nexusboxstudio.com within 7 days of receiving your order.

2. Provide the following details:

   • Order number

   • Description of the issue

   • Photos of the defective, damaged, or incorrect item (if applicable)

3. Our team will review your request and provide return instructions, including a return authorization number if applicable.

4. Return Shipping

• Customers are responsible for return shipping costs unless the return is due to a defect, damage, or error caused by Nexus Box Studio.

• We recommend using a trackable shipping method to ensure the safe return of the product.

• Nexus Box Studio is not responsible for returns lost in transit.

5. Refund Process

Once we receive and inspect the returned item, we will process your refund. Refunds will be issued to the original payment method and may take 5-10 business days to reflect in your account, depending on your payment provider.

Refunds are issued under the following conditions:

• The returned item meets the eligibility criteria.

• Custom orders will only be refunded if the defect or error is confirmed to be caused by Nexus Box Studio.

6. Damaged or Defective Products

If your product arrives damaged or defective, please contact us immediately at support@nexusboxstudio.com with detailed photos and a description of the issue. We will review the case and offer a replacement or refund as appropriate.

7. Cancellations

Orders can only be canceled if the request is made before production begins. Once production has started, cancellations are not permitted. To request a cancellation, contact us at support@nexusboxstudio.com as soon as possible.

8. Contact Us

If you have any questions or concerns about this Return and Refund Policy, please contact us:

Nexus Box Studio
9 North Loudoun Street, Suite 300A
Winchester, VA 22601
Email: support@nexusboxstudio.com
Phone: 540-328-0424