Returns and Refund Policy

1. Return Window

Retail customers must request a return, replacement, or refund within seven (7) calendar days from receipt of the order. Business and wholesale buyers must raise claims within the period stated in their commercial documents, or within seven (7) calendar days from receipt if no specific claim period was agreed.

2. Eligible Return Reasons

• Wrong item delivered.
• Damaged, defective, expired, or incomplete item.
• Item materially different from the confirmed order or product description.
• Unused, unopened, non-perishable item returned within the seven-day window and still fit for resale.

3. Return Conditions

Returned items must include proof of purchase and, when reasonably possible, original packaging, labels, accessories, freebies, and bundled components. H&S Nexus may request photos, videos, lot or serial details, or pickup inspection details before approval.

4. Non-Returnable Items

• Opened pet food, treats, supplements, medicines, or other consumables, unless defective or delivered incorrectly.
• Opened hygiene, grooming, sanitary, or personal-use items, unless defective.
• Customized, made-to-order, digital, gift-card, or clearly marked final-sale items, except where return is required by law.

5. Resolution Options

Once a claim is approved, H&S Nexus may provide a replacement, exchange, store credit, or refund to the original payment method, depending on item condition, stock availability, and the nature of the issue. Original outbound shipping charges are refundable only when the return is caused by our error, defect, or failed fulfillment.

6. Return Shipping and Inspection

When a return is due to a wrong, defective, incomplete, or damaged item, H&S Nexus may arrange pickup, shoulder the approved return shipment, or otherwise provide return instructions. For discretionary returns of unopened resaleable goods, return shipping may be charged to the customer.

Refund processing begins after returned goods are received or otherwise confirmed and inspected. Processing timelines may vary depending on bank, wallet, card issuer, or payment provider.

7. How to Start a Return

1. Email inquiry@hsnexus.com with your order reference, reason for return, and supporting photos or videos where applicable.
2. Wait for return instructions, pickup coordination, or approval confirmation.
3. Do not send items back without coordination for claims that require validation, pickup scheduling, or supplier handling.