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Refund policy
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. This policy is for online sales only, please call you local Nexusmart location or email [email protected] for information regarding our in store policies.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Manufacturer defects are eligible for warranty, not return or refund.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. No refunds for used BBQ's, grills, grilling accessories or wearable merchandise. No refunds for any custom ordered products. Custom ordered is defined as any product that Nexusmart does not have in stock at the time of purchase and will be ordering on your behalf from one of our suppliers. Nexusmart reserves the right to make determination of which orders are custom.
Here are some examples of custom ordered products. These are just examples, and this is not a full list of custom ordered products:
- A furniture set with cushions.
- C.R. Plastics Furniture that we order direct from the manufacturer for them to make and ship to you the client.
- A weather cover or BBQ that we do not stock, but have access to ordering through our supplier. For instance, while we stock many Weber BBQ products, if you are looking for a certain one we do not stock, we can order in on your behalf from the Weber warehouse.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Some refunds for returned product may be subject to a 25% re-stocking fee. Initial shipping charges are non-refundable.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: Nexusmart, 2573 HWY 97 NORTH, Kelowna BC V1X 4J5, Canada.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: Nexusmart, 2573 HWY 97 NORTH, Kelowna BC V1X 4J5, Canada
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $37.5, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact
Physical Address
2573 HWY 97 NORTH, KELOWNA BC, V1X 4J5, CANADA
Phone Number
1 (250) 862 7877
Contact Sales Associate
Dan F. O'Brien