Refunds & Return Policy

Last Updated: March 20, 2025

1. General Policy

All refunds and returns for items purchased on this shop are subject to the following terms and conditions. By making a purchase, you acknowledge and agree to this policy.

2. Eligibility for Returns & Refunds

To be eligible for a return or refund, you must meet the following criteria:

  • A request must be submitted within 7 days of receiving your order.

  • An unboxing video is required, clearly showing the original packaging and all contents upon opening.

  • The original packaging must be kept in case a return is deemed necessary.

  • Returns are only accepted for damaged or defective items.

  • Minor imperfections (as outlined in the Notices section of each product) are not considered defects and are not eligible for returns or refunds.

  • If you receive an incorrect item, contact us within 7 days with video proof.

  • Returns due to change of mind are not accepted.

3. How to Request a Return or Refund

To initiate a return or refund request, please follow these steps:

  1. Contact our customer support on Discord or at support@nacexperience.com.

  2. Provide the following details: 

    • Order number

    • A clear description of the issue

    • An unboxing video showing the packaging and the item’s condition

    • Photos (if applicable)

  3. Our team will review your request and respond within 3-5 business days with further instructions.

4. Return Process

If your return is approved, you will be provided with return instructions:

  • Items must be shipped back in their original packaging.

  • Customers are responsible for return shipping costs, except in cases of incorrect or defective items.

  • We recommend using a trackable shipping service to ensure safe delivery.

  • Once received, the item will be inspected before a refund or replacement is processed.

5. Refund Process

  • Approved refunds will be processed within 7-10 business days.

  • Refunds will be issued in the original payment method used at checkout.

  • Shipping fees are non-refundable, except in cases where an incorrect item was sent.

6. Non-Returnable & Non-Refundable Items

The following are not eligible for return or refund:

  • Items with minor imperfections, including slight misalignments, color variations, or natural material inconsistencies.

  • Items that have been used, washed, or altered.

  • Items returned without prior approval or without the required unboxing video.

  • Digital products, downloadable content, and special custom orders.

  • Returns due to buyer’s remorse or change of mind.

7. Notices

  • Some handmade or limited-edition items may have natural variations that do not qualify as defects.

  • Packaging damage that does not affect the product itself is not considered a valid reason for return.

  • We reserve the right to deny refund or return requests that do not comply with our policy.

For inquiries, contact support@nacexperience.com or reach out via Discord.