Refund & Return Policy

1Overview

We want you to feel confident about every order from Nexus Heath Care. If something is not right, we will do our best to make the return process quick and easy to follow. Braces and medical supplies are personal health items, so strict hygiene and safety rules limit what we are able to accept back. Please read this page before you send anything to us.

2Who qualifies for a return

An item can be returned only if every one of the following is true:

• You contact us within 30 days of the date your order was delivered
• The product has never been worn, applied or fitted to the body
• It is still in its original packaging, with all labels, instructions and included accessories
• It has not been changed, adjusted or customized in any way
• You can show an order confirmation or proof of purchase from Nexus Health

Every returned item is checked on arrival before a refund is approved. If an item does not meet the conditions above, we will ship it back to you and the shipping cost will be yours.

3Items we cannot take back

To protect patient safety, we are unable to accept or refund the following:

• Products that have been worn, used or fitted on the body
• Items with opened seals, removed labels or missing original packaging
• Products shown on their page as single-use or non-returnable
• Items that were custom-fitted or specially ordered for one patient
• Products damaged by misuse, neglect or unauthorized repair
• Anything sent back after the 30-day window

4How to return an item

Please follow these steps in order:

1. Call us on +1 (443) 857-2800 or email info@nexusheathcarellc.com within 30 days of delivery.
2. Tell us your order number, which product you want to return and why.
3. Once we approve your request, we will email a Return Merchandise Authorization (RMA) number along with shipping directions.
4. Pack the product safely in its original packaging and write the RMA number clearly on the outer box.
5. Send the parcel to the address given in your directions. A trackable shipping service is strongly recommended.

Do not ship anything without an RMA number. Parcels that arrive without one cannot be processed and may be refused or disposed of.

You are responsible for return shipping costs, except where the return is caused by our error or by a manufacturing defect.

5Refunds

After your parcel arrives and has been inspected, we will let you know within 7 business days whether your refund has been approved.

Approved refunds are issued to your original payment method within 7 business days. Please keep the following in mind:

• Depending on your bank, a card refund can take up to 5 additional business days to show on your statement
• Shipping fees you paid on the original order are not refunded, unless the return resulted from our mistake
• If an item comes back in a different condition than we sent it, or without its accessories, we may issue only a partial refund

If your refund has not arrived 10 business days after approval, please contact us and we will look into it straight away.

6Orders billed to insurance

Extra steps apply when an order was billed to your insurance, because we must follow the billing rules that go with it.

• We are required to notify your insurer about any item that is returned
• You will only be refunded the amounts you paid yourself, such as co-pays and deductibles
• Amounts paid by your insurer on your behalf are returned to the insurer, not to you

Please get in touch so we can talk through your situation, since the outcome can depend on your plan and your insurer's requirements.

7Damaged, faulty or wrong items

If your order arrives damaged, faulty or not what you ordered, contact us within 5 business days of delivery. We will send a replacement or give you a full refund, with no extra charge to you.

To help us resolve it faster, please have the following ready:

• Your order number and the date it was delivered
• A brief description of what is wrong
• Photos of the product and its packaging, if you can

8Exchanges

We do not swap items directly. If you need another size, style or product, return the original (if it qualifies) and place a fresh order for the one you want.

Our team is glad to help you choose before you buy. Call us or message us on WhatsApp with any sizing or fit questions.

9Contact us

Questions about a return or refund? We are here to help.