NEXIS CONTROLS • CUSTOMER POLICY
Return & Refund Policy
Our return and refund guidelines are designed to provide clarity and transparency while ensuring a smooth customer experience for every order.
At NEXIS Controls, we take care to supply genuine and appropriate industrial automation products based on the customer's confirmed order. This Return & Refund Policy explains the circumstances under which a return, replacement or refund may be considered.
Order Verification
Product specifications, quantity and delivery details should be verified before order confirmation.
Product Condition
Products should be returned in their original condition, packaging and with applicable accessories or documentation.
Refund Review
Refund requests are reviewed based on the order, product condition and applicable return terms.
1. Return Eligibility
Returns may be considered where a product has been supplied incorrectly, received in a damaged condition, or where a return has been specifically approved by NEXIS Controls.
Customers are requested to contact our team before sending any product back. Products should not be returned without prior confirmation from NEXIS Controls.
2. Incorrect or Wrong Product
If the product received is different from the product confirmed in the order, please notify NEXIS Controls promptly after delivery.
Customers may be requested to provide photographs of the product, packaging, labels, invoice and other relevant information to help us verify the issue.
3. Damaged Product on Delivery
Customers are advised to inspect the external packaging and product condition at the time of delivery wherever reasonably possible.
If a product appears to have been damaged during transportation, please contact us as soon as possible with photographs and order details so that the matter can be reviewed with the relevant logistics partner.
Important: Prior Approval Is Required
Please do not dispatch or return any product to NEXIS Controls without first contacting our team and receiving return instructions. Unauthorized returns may not be accepted or processed.
4. Product Condition for Returns
Where a return is approved, the product should generally be returned in its original condition and packaging, along with applicable accessories, manuals, documentation, labels and other supplied components.
- Product should not have been unnecessarily used or modified.
- Original packaging should be retained wherever possible.
- All supplied accessories and documentation should accompany the product.
- Serial numbers, labels and identification markings should remain intact.
5. Non-Returnable Products
Certain products may not be eligible for return because of their nature, sourcing method, customization or project-specific requirements.
This may include specially procured products, customized products, configured equipment, project-specific materials, opened or used products, and products that cannot reasonably be resold.
Return eligibility for such products will be communicated, where applicable, before order confirmation.
6. Refund Eligibility
Where a refund is approved, the refund amount and applicable deductions, if any, will be determined after reviewing the order and return circumstances.
Refunds may be subject to applicable shipping, handling, procurement or other charges where relevant and where communicated to the customer.
7. Refund Process
Once an approved return has been received and inspected, our team will review the product and confirm the applicable resolution.
1
Request
Customer contacts NEXIS Controls with order and product details.
2
Review
Our team reviews the request and provides return instructions where applicable.
3
Resolution
After inspection, an approved replacement, adjustment or refund may be processed as applicable.
8. Refund Timeline
Approved refunds are processed after completion of the applicable return verification process. The time required for the amount to reflect in the customer's account may depend on the payment method, banking institution or payment service provider.
9. Replacement
Where appropriate and subject to product availability, NEXIS Controls may offer a replacement instead of a refund for an approved product issue.
Replacement availability may depend on stock, manufacturer availability and the nature of the product.
10. Customer Responsibilities
Customers are responsible for checking product specifications, technical requirements, quantity, compatibility and delivery information before confirming an order.
For technical or industrial automation products, customers should ensure that the selected product is suitable for their intended application and system requirements.
11. Order-Specific Terms
Certain industrial automation, project or bulk orders may have specific commercial terms agreed between NEXIS Controls and the customer.
Where specific written terms have been agreed for an order, those terms may apply to the relevant order.
Need Help With a Return?
If you have received a damaged, incorrect or defective product, please contact the NEXIS Controls team with your order details before initiating a return.
Contact NEXIS Controls
Last Updated: September 2026