Refund policy

Overview

We want you to have a great experience with Nexa Customs.

Please read our returns and refunds policy carefully before placing your order. Our products include both custom-made and pre-printed merchandise, and our policies differ accordingly.

Customised Products

Customised products are non-returnable and non-refundable under any circumstances, unless the item is defective or damaged.

This includes all personalized or made-to-order items such as printed apparel, branded merchandise, and any other customized goods.

Please ensure all customization details — including size, design, color, and spelling — are correct before placing your order.

Pre-Printed & Standard Blank Products

For pre-printed (non-customised) or blank products, we only offer replacements in case of defects or damage.

To be eligible for a replacement:

You must provide photo and video proof clearly showing the defect or damage.

You must report the issue within 5 days of order delivery.

Once verified and approved, we will provide a replacement of the same item.

If a replacement is not available, store credit or a refund may be issued at our sole discretion for use toward a future purchase.

Cancellations

Orders once placed cannot be cancelled under any condition, as production begins immediately.

Store Credits / Refunds

Refunds, if applicable, will not be issued to your payment method. Instead, you will receive store credit to be used for future purchases.

Issuing of store credit or a refund is subject to verification and remains at the sole discretion of Nexa Customs.

Approved credits or refunds will be processed within 7–10 business days after confirmation.

Late or Missing Store Credits

If you haven’t received your store credit within the expected time:

Double-check your email (including spam/junk folders).

Sale Items

Only regular-priced items are eligible for store credit or refund.

Sale or discounted items are non-refundable and non-returnable.

Shipping for Defective Products

If your product is eligible for return (due to damage or defect), the return shipping address will be communicated to you via email after verification.

You are responsible for paying for return shipping unless we confirm that the fault is ours.

Shipping costs are non-refundable. If store credit or a refund is approved, any return shipping charges may be deducted from the final amount.

For high-value items, we recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for items lost during return transit.

Gifts

If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit once the return is approved.

If the gift order was shipped to the purchaser, the store credit or refund will be issued to the gift giver.

Important Notes

Incorrect Shipping Information: Nexa Customs is not responsible for delays, lost packages, or delivery failures due to incorrect shipping information provided by the customer.

Color & Size Variations: Slight variations in size, color, or placement (within industry tolerances) are normal and not considered defects.

Bulk Orders: Policies for bulk or corporate orders may vary. Please contact us in advance for details before placing large-volume orders.

Need Help?

For any questions or concerns related to returns, replacements, store credit, or defective items, please reach out to us at:
📧 info@nexacustoms.com