Refund and Returns Policy
Effective Date: 05/02/2025
At Nexus Lounge by GS, we value customer satisfaction and strive to ensure that your experience with our products and services meets your expectations. This Refund and Returns Policy outlines the circumstances under which we accept returns, provide refunds, and address issues with food orders, products, or services purchased online or in-store.
By using our services or making purchases, you agree to this policy.
1. Food and Beverage Orders
1.1 Refunds for Incorrect or Damaged Orders
We aim to deliver your food as ordered and in excellent condition. However, if you receive an incorrect order or food that is damaged or spoiled, we will issue a refund or replace the item. Please follow these steps to request a refund or replacement:
- Report the issue within 30 minutes of delivery or pick-up by contacting us via phone or email.
- Provide details: include your order number, a description of the issue, and, if possible, a photo of the incorrect or damaged items.
- Resolution: we will assess the situation and either offer a replacement, a refund, or a credit toward your next purchase, depending on the nature of the issue.
Refunds will be processed back to the original payment method within 7-10 business days. Replacement orders will be prioritized and delivered promptly.
1.2 Non-Refundable Items
For safety and hygiene reasons, we cannot accept returns or offer refunds for food and beverage orders once they have been delivered or picked up, except in cases of incorrect, damaged, or spoiled items as described above.
2. Non-Food Products (If Applicable)
If you purchase non-food products, such as merchandise or kitchenware, from Nexus Lounge by GS, the following return and refund policy applies:
2.1 Returns
You may return non-food items within 14 days of purchase, provided they are unused, in their original packaging, and accompanied by the receipt or proof of purchase. To initiate a return, please contact our customer service team with the following details:
- Your order number
- The reason for the return
Once your return is approved, you will be responsible for shipping costs unless the return is due to a defective or incorrect product. Returned items must be in their original condition to qualify for a refund.
2.2 Refunds for Non-Food Items
Refunds for returned non-food products will be issued once the item is received and inspected by our team. If approved, the refund will be processed to your original payment method within 7-10 business days.
2.3 Exchanges
If you wish to exchange a product for a different item, please contact us to check availability. Exchanges are subject to stock availability and the condition of the returned item.
3. Order Cancellations
3.1 Cancellations of Food Orders
If you wish to cancel a food order, please notify us immediately. We cannot accept cancellations once the order has been prepared or is in the process of delivery. For pre-ordered catering or large food orders, cancellations must be made at least 24 hours in advance to qualify for a full refund.
3.2 Cancellations of Non-Food Product Orders
Non-food product orders can be canceled before the item has been shipped. Please contact us as soon as possible to cancel your order. If the order has already been shipped, you will need to follow the return process outlined above.
4. Gift Cards
Gift cards purchased from Nexus Lounge by GS are non-refundable and cannot be exchanged for cash. They can only be used for purchasing products and services from our website or physical store.
5. Contact Us
If you have any questions or concerns about this Refund and Returns Policy, or if you need assistance with a refund or return, please contact us:
Email: info@nexuslounge.gsfbl.com
Phone: +88 01819-850247
Address: Block-K, Road-12, House-43, Baridhara Diplomatic Zone, Dhaka, Bangladesh.
