Returns & Refunds

Procurement orders are final for change of mind

Direct procurement orders become final when the customer accepts the quote, makes the required payment, and Nexaer confirms acceptance, unless a separately accepted purchasing agreement states otherwise. We do not offer voluntary change-of-mind cancellations or returns after that point. The restriction is disclosed in the quote before payment.

This is not a blanket exclusion of refunds. If Nexaer cannot supply the agreed merchandise, sends an incorrect or defective item, or an applicable law gives a cancellation or refund right, those obligations remain. Where required, refunds for unshipped merchandise include the applicable payment and shipping amounts without a sourcing or cancellation deduction. Supplier policies do not override Nexaer's obligations to the customer.

Incorrect, defective, or damaged goods

Email trevor@nexaer.tech with the order reference, item identification, symptoms, and available photographs. We will review the problem and arrange the appropriate correction, replacement, repair, or refund under the accepted order and applicable law. Nexaer covers the necessary standard return shipping for incorrect or defective items it supplied.

Contact us before returning an item so we can provide the correct address and instructions. A return authorization is an administrative step, not a waiver of legal rights. If we exceptionally agree to a voluntary return outside our normal procurement policy, the customer pays return shipping and we specify any other agreed conditions before authorizing it.

Repair-service refunds

The diagnostic fee is $65 per board when authorized diagnostics are performed. It is included in a listed repair price and credited toward an approved custom repair, not added a second time. If the board cannot be repaired, or a quoted repair is declined, the customer owes that diagnostic fee and actual return shipping as disclosed before intake.

For a prepaid listed repair, the refund is the prepaid service amount less the $65 diagnostic fee and disclosed actual return shipping, with any applicable tax adjustment. If those charges could exceed the prepaid amount, we disclose and obtain agreement to the additional shipping amount before intake. There is no automatic 25% or 75% refund formula.

If we reject a board from an initial photo review without performing paid diagnostics, no diagnostic fee is earned. If you cancel before diagnostics start, we refund unused service payments; return shipping still applies if the board is already here. After work begins, we charge only authorized, completed work and agreed nonrecoverable commitments to the extent permitted by law. We provide an itemized accounting and do not charge twice for the same work.

If a confirmed fault covered by our 90-day repair warranty cannot be corrected through the warranty process, we refund the original repair-service charge without retaining a diagnostic fee. This differs from an initial diagnosis that establishes a board was unrepairable. See Repair warranty.

NetCrate, evaluations, and engineering

NetCrate purchase cancellation or voluntary-return conditions must be provided with its quote before payment. Warranty claims follow the one-year limited hardware warranty or the customer's existing warranty. Evaluation units follow their signed evaluation agreement, including the return decision and condition requirements.

Engineering and managed-service cancellations follow the signed project or service agreement, including completed milestones, authorized commitments, unused amounts, and applicable rights. The procurement final-order rule does not silently apply to all services or all NetCrate purchases.

How refunds are issued

Refunds are normally returned through the original payment method, including Square for payments processed there. We provide the refund calculation and confirmation. We issue refunds promptly and within applicable legal deadlines; the bank or payment provider may take additional time to display the credit. We do not substitute store credit for a money refund where the customer is entitled to a money refund.

Orders placed on eBay or another marketplace use the applicable order's return and payment process. These direct-sale policies do not retroactively change marketplace purchases or existing agreements.