Refund and Return Policy

At Nexus Ops Solutions LLC, we take immense pride in the craftsmanship, quality, and durability of every piece we sell—from our handcrafted Beds and Benches to our meticulously finished Bookcases, Cabinets, Coffee Tables, and Media Consoles. We understand that purchasing furniture for your home is a significant investment, and your satisfaction is our highest priority.

While we strive to ensure that every order exceeds your expectations, we recognize that there may be occasions when a return or refund is necessary. This policy is designed to be clear, fair, and transparent, providing you with a hassle‑free process backed by our dedicated customer support team.

Our Commitment to Your Satisfaction

Before detailing the logistics of returns and refunds, we want to emphasize our underlying philosophy: we want you to love your furniture. Our products are designed to be lasting additions to your home. If for any reason you are not completely satisfied with your purchase, we are committed to working with you to find a fair resolution.

We have structured this policy to balance your rights as a consumer with the practical realities of shipping large, handcrafted wooden items. By maintaining clear guidelines, we can process returns quickly and continue to offer competitive pricing without hidden restocking fees.

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Return Eligibility – 30‑Day Window

You may request a return for most items within 30 calendar days from the date your order is delivered.

• Start date: The 30‑day period begins on the delivery date as confirmed by the carrier’s tracking information.

• Late requests: Returns initiated after 30 days will be evaluated on a case‑by‑case basis. We reserve the right to accept or decline late returns based on product condition and the reason for delay.

• Proof of purchase: A valid order number or proof of purchase is required for all returns.

We encourage you to inspect your furniture promptly upon delivery. Early inspection ensures that any issues can be addressed quickly and that return requests are submitted within the eligibility window.

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Condition Requirements for Returns

To receive a full refund (excluding original shipping charges, unless the return is due to our error), returned items must meet the following conditions:

• Unused and unassembled: The item must be in the same condition as when you received it. If assembly was attempted, the item must be disassembled without causing damage.

• Original packaging: Items must be returned in their original packaging, including all protective materials, inserts, and hardware bags. If the original packaging is damaged or unavailable, please contact us—we can often provide guidance on safe repackaging or send replacement materials.

• No signs of wear or modification: The product must not show signs of use, wear, stains, scratches, or any alterations (e.g., painting, drilling, or sanding).

• All components present: All parts, hardware, and instructions must be included.

Items that do not meet these conditions may be subject to a partial refund or may be declined altogether. We will communicate any such determination to you before processing.

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Non‑Returnable Items

To ensure the safety and hygiene of our customers and to respect the nature of certain products, the following items are not eligible for return:

• Final sale or clearance items: Products marked as “Final Sale,” “Clearance,” or “As‑Is” cannot be returned or exchanged unless they arrive damaged or defective.

• Custom or personalized orders: Any item that has been customized, modified, or made to order specifically for you is non‑returnable. This includes custom finishes, sizes, or engravings.

• Gift cards: Gift cards are non‑refundable.

• Assembled furniture: If you fully assemble a piece and then decide to return it, we may decline the return or charge a restocking fee if the item shows signs of disassembly or wear.

If you are unsure whether an item is eligible for return, please contact our support team before initiating the process.

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How to Initiate a Return

We have streamlined the return process to be as straightforward as possible. Follow these steps to begin your return:

Step 1: Contact Customer Support

Before returning any item, you must obtain a Return Merchandise Authorization (RMA) number. Please contact us via:

• Email: hung216mc@gmail.com – use the subject line “RETURN REQUEST – [Order Number]”

• Phone: +84857566928 – have your order number ready

Step 2: Provide Required Information

When you contact us, please provide:

• Your order number

• The item(s) you wish to return

• Reason for return (e.g., change of mind, wrong size, damage, etc.)

• Photos (if the return is due to damage or defect)

Step 3: Receive RMA and Return Instructions

Once we approve your return, we will send you an RMA number along with detailed return instructions, including the correct return address and any specific packaging guidelines. Do not ship your item back before receiving an RMA number, as we may not be able to identify the return or process your refund.

Step 4: Pack and Ship

Carefully repack the item in its original packaging (or suitable alternative) with the RMA number clearly marked on the outside of the box. We recommend using a trackable shipping service and purchasing shipping insurance, as we are not responsible for items lost or damaged during return transit.

Step 5: Refund Processing

Once we receive and inspect the returned item, we will notify you of the approval or status of your refund. Refunds are typically processed within 5–10 business days of receipt.

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Return Shipping Costs

Return shipping costs vary based on the reason for the return:

Important Notes:

• If you use your own shipping method, we recommend purchasing insurance. Refunds will be issued only after we receive the item in acceptable condition.

• Original shipping costs are deducted from your refund unless the return is due to our error (damage, defect, wrong item).

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Refund Process & Timing

Refund Method

Refunds are issued to the original payment method used at checkout. If you paid by credit or debit card, the refund will be credited back to that card. If you used Apple Pay or Google Pay, the funds will be returned to the same digital wallet.

• Partial refunds: If an item is returned with minor damage, missing parts, or after the 30‑day window, we may issue a partial refund. The amount will be communicated to you before processing.

• Gift purchases: If the original purchaser used their own payment method, the refund will be issued to them. For gifts, we can offer store credit if preferred.

Processing Time

• Inspection: Once your return arrives at our facility, we inspect it within 2–3 business days.

• Refund initiation: Approved refunds are initiated within 5 business days of inspection.

• Bank/Card posting: After we initiate the refund, it typically takes 5–10 business days for the funds to appear in your account, depending on your financial institution.

If you have not received your refund after 15 business days, please contact us with your order number and return tracking information.

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Damaged, Defective, or Incorrect Items

While we take every precaution to ensure that your furniture arrives in perfect condition—using reinforced packaging, corner protectors, and high‑quality materials—occasionally damage can occur during transit, or a defect may be present. We also take great care in fulfilling orders correctly, but human error is always possible.

If you receive an item that is:

• Damaged (visible cracks, broken components, deep scratches, etc.)

• Defective (manufacturing flaws, unstable joints, finish imperfections)

• Incorrect (wrong item, color, or size shipped)

…please follow these steps:

Step 1: Document the Issue

Take clear photos of the damage or defect. If possible, also photograph the packaging, especially any external damage to the box.

Step 2: Contact Us Immediately

Reach out to us within 7 days of delivery for damage or defect claims. While we accept claims beyond 7 days, quicker notification helps us work with carriers and resolve issues faster.

Email: hung216mc@gmail.com – include “DAMAGE CLAIM – [Order Number]” in the subject line. Attach photos and a brief description.

Phone: +84857566928 – call during business hours for immediate assistance.

Step 3: Resolution Options

Depending on the situation, we will offer one or more of the following:

• Replacement: We ship a new item at no additional cost. Return shipping for the damaged item is covered by us.

• Partial refund: If you wish to keep the item with a discount reflecting the damage.

• Full refund: Including original shipping charges, after the item is returned (with our prepaid label).

We handle damage claims with urgency because we know how frustrating it can be to receive a less‑than‑perfect piece. Our goal is to make it right as quickly as possible.

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Exchanges

If you need to exchange an item for a different size, color, or style, we encourage you to initiate a return for the original item and place a new order for the desired product. This approach ensures you receive the replacement faster, without waiting for the return to be processed.

Exchange Process:

1. Contact us to obtain an RMA for the original item.

2. Place a new order for the preferred item on nexusops.store.

3. Return the original item following our return instructions.

Once the original item is received and inspected, we will issue a refund for that item (minus any return shipping costs if applicable). By ordering the new item separately, you secure the availability of your desired piece and reduce overall wait time.

If you need assistance with an exchange due to a defect or our error, we will handle the process differently—please contact us for specific instructions.

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International Returns

We proudly serve customers across the United States and around the world. International returns are subject to the same 30‑day eligibility and condition requirements, but additional considerations apply:

• Return shipping: For returns due to change of mind, the customer is responsible for return shipping costs, including any customs fees or duties.

• Customs declarations: You must correctly declare the returned goods as “Returned Merchandise” to avoid additional import taxes. We can provide documentation to assist.

• Refund amount: Refunds for international returns will be issued for the product price only. Original shipping charges and any duties/taxes paid are non‑refundable unless the return is due to our error.

• Processing time: International returns may take longer due to customs clearance. We will process your refund promptly upon receipt.

If you are an international customer and encounter issues with your order, please contact us before shipping anything back. We may be able to offer solutions that avoid costly return shipping.

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Cancellations & Modifications

We understand that plans can change. If you need to cancel or modify your order, please contact us as soon as possible.

• Order cancellation: If your order has not yet entered the fulfillment stage (typically within 24 hours of placement), we can cancel it and issue a full refund at no cost.

• Modifications: Changes to shipping address, product selection, or color can often be accommodated if the order is not yet packed. Please contact us immediately.

• After shipment: Once an order has shipped, it cannot be canceled. You may initiate a return after delivery following our standard return policy.

To request a cancellation or modification, please email hung216mc@gmail.com with your order number and the requested change, or call +84857566928 during business hours.

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Contact Information

Our customer support team is ready to assist with any return, refund, or exchange question. We are committed to providing clear communication and timely resolutions.

Nexus Ops Solutions LLC
Phone: +84857566928
Email: hung216mc@gmail.com
Address for Returns: (Provided upon RMA issuance – do not ship without RMA)

For the fastest service, please include your order number and a brief description of the issue in all correspondence.

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Policy Updates & Legal Information

Nexus Ops Solutions LLC reserves the right to update or modify this Refund and Return Policy at any time without prior notice. Changes will be effective immediately upon posting to nexusops.store. We encourage you to review this policy periodically.

This policy is governed by the laws of the State of Wyoming. In the event of any dispute regarding a return or refund, we will work in good faith to reach a fair resolution.

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Thank you for choosing Nexus Ops Solutions LLC. We value your trust and are dedicated to ensuring that your experience with our furniture—from the moment you browse to long after your purchase—is exceptional. If you have any questions not addressed here, please reach out. We are here to help.