Have this policy reviewed by qualified legal counsel and adapted to your registered entity, operating locations, and final commercial terms before publishing.
1. Return eligibility
Returns may be accepted for goods that arrive damaged in transit, are materially different from the written quote or invoice, or have a verified fault covered by the applicable warranty. A return must be approved in writing before any item is sent back.
2. Report an issue promptly
Report visible transit damage, missing items, or an incorrect product within 48 hours of delivery. Report a suspected functional fault within the warranty period stated in your invoice or quote. Send the order number, product serial number, a clear description of the issue, and relevant photographs or test information to [email protected].
3. Return authorisation
After reviewing the request, NexusSec Labs may issue return instructions and an RMA reference. Do not return equipment without an RMA reference. Items returned without approval, with altered serial labels, or packaged inadequately may be refused.
4. Condition of returned goods
Return products with all accessories, rails, power supplies, documentation, and packaging supplied with the order, unless we instruct otherwise. The buyer is responsible for removing all data before return. NexusSec Labs is not responsible for data left on returned equipment.
5. Resolution options
Where a claim is accepted, we may offer repair, replacement with an equivalent refurbished unit, credit, or refund. The available remedy depends on stock, the nature of the issue, and the applicable law. Shipping costs for an approved warranty or incorrect-item return will be handled as stated in the return authorisation.
6. Non-returnable items
Items may not be eligible for return where the issue results from misuse, unauthorised repair, physical or liquid damage after delivery, power irregularities, improper installation, compatibility assumptions not confirmed in writing, or missing components. Custom-specified orders may be subject to additional return restrictions disclosed in the quote.
7. Refund timing
Approved refunds are processed after the returned item is received and inspected. Refunds are issued to the original payment method where possible. Bank or payment-provider processing times are outside our control.
8. Your legal rights
This policy does not remove any consumer or statutory rights that cannot lawfully be excluded. Please also review our Terms & Conditions and Warranty Policy.