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Note: Actual tracking information may experience a delay of 2-7 days on average from entering Chinese facilities to processing in USPS facilities in the US.

If a customer refuses a package or if multiple delivery attempts fail in the destination country, we reserve the right to abandon the package(s). No refunds will be provided in such cases.

Welcome to our Return & Refund Policy. We aim to provide a hassle-free experience for our customers. Below, you'll find details on how to initiate returns, our refund process, and more.

1. Incomplete Order Claims Policy

To ensure the utmost transparency and fairness for both our customers, PIONNER PTE. LTD. and BRAXIOR LLC, we have implemented a policy regarding claims for incomplete orders. This policy helps us accurately assess and resolve any issues related to orders not received as purchased.

Effective 23 Sep, 2023, all customers are kindly requested to record a video of the unboxing of their order from the moment of breaking the seal of the package until all contents are fully revealed. This step is crucial for the following reasons:

• Verification of Claim: The video serves as evidence to support claims of incomplete orders, allowing us to swiftly verify and address your concerns.
• Protection for Both Parties: This procedure ensures protection for both our customers and our company, providing a clear and unbiased account of the order’s condition upon arrival.
• Efficiency in Resolution: With concrete evidence, we can expedite the investigation process, ensuring that any rightful claims are resolved promptly and satisfactorily.

How to Submit Your Video:

• Ensure the video clearly shows the process of opening the package and revealing all of its contents.
• The video must not be paused or edited to maintain the integrity of the unboxing.
• Submit the video along with your claim through support@thenexx.com

Please Note: Failure to provide an unboxing video may result in the inability to process a claim for an incomplete order. We appreciate your understanding and cooperation in adhering to this policy, which is designed to protect and benefit our customer community.

We value your trust and are committed to ensuring a transparent and fair resolution process. If you have any questions or concerns regarding this policy, please do not hesitate to contact our customer service team.

2. What is the return policy?

If your product arrives damaged or defective, please email us with the subject line “Return: Damage or Defective item” along with your order number and a photograph. We will promptly investigate and arrange to send you a replacement.

Our return policy specifically covers damaged items or products with manufacturing problems. No refunds or changes will be made once the product has been successfully delivered under normal conditions. If you encounter any issues with the delivered item, please go to the "Contact Us" section or submit a ticket via this portal.

3. Returns

We accept the return of products that were shipped by us and meet one of the following criteria: damaged, defective, in the wrong specification, or if there are missing parts of the order. Ensure the item(s) are returned with proof of purchase.

Several types of goods are exempt from being returned, including perishable goods, intimate or sanitary items, hazardous materials, and flammable liquids or gases.

Note: Our return policy may last for 10 days from the arrival date, especially for fragile products. If 10 days have passed since you received the item, unfortunately, we can’t offer you a refund or exchange. Return shipping fees are the responsibility of the customer. 

Please be informed that items purchased through Google may not be eligible for returns. We appreciate your understanding.

4. Refunds (if applicable)

Once we receive and inspect your return, we will send you an email to confirm its receipt. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your credit card or original method of payment within 2-5 business days.

5. Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please send us an email via support@thenexx.com

6. Late or Missing Refunds (if applicable)

If you haven’t received a refund, please check your bank account and contact your credit card company. Refunds may take some time to be officially posted. If you've completed these steps and still haven't received your refund, please contact us at  support@thenexx.com