Return period
You may request a return within 14 days of receiving your order. Contact us within that window and we will issue a Return Merchandise Authorization (RMA) with instructions. Returns without a prior RMA cannot be accepted.
Return eligibility
To be eligible, items must be:
- unused, undamaged and in the same condition you received them;
- in the original, undamaged manufacturer packaging with all accessories, cables, brackets and documentation;
- free of any seal breaks on anti-static bags or tamper labels, unless the item is being returned as defective;
- accompanied by the invoice or order reference.
Unopened items in resalable condition are refunded in full. Opened, non-defective items may be accepted at our discretion and can be subject to a restocking fee of up to 15% to cover inspection and repackaging.
Defective, damaged or incorrect items
Inspect your shipment on arrival and tell us about visible transport damage within 48 hours, noting it on the carrier's delivery record where possible. If an item is dead on arrival, defective or not what you ordered, we cover the return shipping and will replace it, repair it through the manufacturer, or refund you, at your choice where stock allows. Manufacturer warranties (NVIDIA and its partners) continue to apply after our own return window; we will help you route warranty claims.
Non-returnable items
- Software licences and subscriptions (for example NVIDIA AI Enterprise or Omniverse Enterprise) once the licence key or entitlement has been issued.
- Custom-configured systems, rack integrations and products ordered or built to your specification.
- Items sold as clearance, ex-demo or explicitly "final sale", unless defective.
- Products that have been modified, installed in a way that leaves permanent marks, or that show signs of use beyond initial evaluation.
How to start a return
- Email info@nvnexus.com with your order reference, the item(s), the reason and photos if the item is damaged.
- We reply with an RMA number and the return address (our European or United States location, depending on where the order shipped from).
- Pack the item in its original packaging inside a suitable outer carton and ship it with a tracked, insured service. For non-defective returns the return shipping cost is yours; for defective or incorrect items we provide a prepaid label or reimburse the cost.
Exchanges
The quickest way to exchange an item is to return it under this policy and place a new order. For an urgent replacement of a defective unit we can ship a replacement in advance against a temporary invoice, credited when the original is received.
Refunds
Once the returned item has been received and inspected we confirm the outcome by email. Approved refunds are issued to the original payment method (bank transfer or card) within 10 business days. Bank processing may add a few days. If a refund has not arrived 15 business days after approval, contact us and we will trace it.
Original shipping charges are refunded only when the return is due to our error or a defective product. Import duties or taxes paid to third parties outside the EU are not refundable by us; you may be able to reclaim them from the relevant customs authority.
Consumers in the European Union
If you buy as a consumer resident in the EU, the statutory 14-day right of withdrawal applies in addition to this policy, subject to the legal exceptions (for example sealed software that has been unsealed, or goods made to your specification). Nothing in this policy limits your statutory rights.
Need help?
For anything regarding returns, exchanges or refunds, write to info@nvnexus.com or use the contact form. Our offices:
- United States: 34 N Franklin Ave Ste 687 #5207, Pinedale, WY 82941
- Europe: Tornimäe tn 5, Kesklinna linnaosa, 10145 Tallinn, Estonia