🧑🔧 Defective or Broken Product? 🕵️Updated 2 months ago
Nexus Smoke provides direct replacements for products that arrive broken, provided you report the issue within 5 days of receiving your order. In rare cases, we might also offer store credit for the defective items.
Nexus Smoke only accepts returns or exchanges for items purchased online if they are found to be defective.
Nexus Smoke does not allow for refunds or returns based on subjective experiences, such as dissatisfaction with flavors or perceived burnt taste. These unverifiable personal perceptions are not considered valid grounds for a return to ensure product quality and integrity.
You must submit any requests for returns or exchanges within 5 days of receiving your order. Nexus Smoke may choose to provide a gift card equivalent to the value of the defective items upon confirming the defect or a direct replacement included with the customers following order.
If you receive a product that is damaged or defective, please capture a photo or video of the item and email it to [email protected] - Use "Damaged or Defective Item" as your email subject and include the following details:
- Your Name
- Order Number
- Email Used to Place the Order
- Description of the Problem
It's crucial to inspect your items as soon as they arrive. We can only offer gift cards or replacements for broken products reported within 7 days of delivery.
Without a photo or video of the defective product, we won't be able to provide troubleshooting support or compensation.
Also, to assist you effectively, we need a photo of the items you received in your order, not just the order form.