Return & Replacement Policy

1. The 7-business-day inspection window

You have seven (7) business days from the date your card is delivered (as recorded by the carrier's tracking) to test it and report any defect. Business days are Monday through Friday, excluding federal holidays in your country of delivery. Saturdays, Sundays, and public holidays do not count toward the window.

We strongly recommend testing your card on at least two different NFC-capable smartphones within the first 24 hours of receipt. This ensures any issue is identified well within the window.

2. What qualifies for a free replacement

A free replacement is offered if, within the inspection window, the card:

• Does not respond when tapped on a known-working NFC-capable smartphone (iPhone XS or later, or any modern Android with NFC enabled).
• Arrives visibly damaged in transit (broken, bent, deeply scratched on the printed surface, or missing engraving where ordered).
• Was shipped with the wrong engraving, design, or finish (provided your original order was correct).
• Routes to the wrong profile URL when scanned.

3. Required video evidence

To process a replacement, you must submit a continuous, unedited video demonstrating the issue. Photos alone are not sufficient because they cannot verify whether the NFC chip is responding.

Your video must clearly show:

• The full front of the card, with any engraving, printing, or serial number visible.
• An NFC-capable smartphone with NFC enabled and the screen unlocked.
• The card being tapped on the back of the phone (around the upper third for iPhone, center-back for most Android) for at least 3 full seconds.
• The phone's response — either no NFC notification appears, or an error message appears, or the wrong profile loads.
• The card being tapped a second time on a different phone (or the same phone after toggling NFC off and on) to confirm the issue is with the card, not the device.

The video should be 15-60 seconds long, recorded in one take, with good lighting and the card and phone screen both clearly visible. Submit it via email or through your order portal.

4. How to start a replacement request

1. Within the 7-business-day window, email support@anexustechnologies.com with the subject line "Replacement — [your order number]".
2. Attach your video evidence (see Section 3) and a photo of the back of the card showing any visible damage if applicable.
3. Include your order number, the delivery date shown on the carrier's tracking, and a brief description of what you observed.
4. Our team will respond within 2 business days with confirmation or a request for additional information.
5. Once approved, a replacement card will be shipped at no cost to you. You may be asked to return the defective card using a prepaid label we provide.

5. Cosmetic vs functional defects

Functional defects (the NFC chip does not respond, the wrong profile loads, or the card is shipped with the wrong engraving) are always covered within the inspection window.

Cosmetic defects are reviewed case by case. Minor variations in finish, micro-scratches from manufacturing or handling, minor printing inconsistencies, and slight differences in colour between batches are inherent to handcrafted metal products and do not qualify as defects. A replacement may be offered for significant cosmetic issues — for example, large scratches, deep dents, smudged or illegible engraving, or visibly chipped finish — at our sole discretion.

Bending damages the chip. Each card has a small NFC chip and antenna embedded inside it — the part that makes tap, QR scan, and Apple Wallet pass work. The card itself is thin enough to bend, and a bent card means a broken chip. Bending can happen from sitting on the card in a back pocket for long periods, pressing it in an over-stuffed wallet, or flexing it on purpose. Once the chip's internal traces or antenna are damaged this way, the card can stop being readable by phones even if it still looks intact. This is how the technology is built rather than a manufacturing flaw, and bend-related damage is not covered by our replacement program. Carry the card flat — in a wallet card slot, a card holder, or your phone case — and it should last you years.

The Metal Black finish wears with carry. The Metal Black card has a hard anodized black finish over a precision-machined stainless-steel core. Like other premium coated metals — phones, watches, fountain pens — that finish can develop edge wear, surface marks, or small bare spots over months and years of carry, particularly from drops, abrasive surfaces, or carrying the card loose with keys or coins. Where the finish wears through, the stainless steel underneath may become visible. This is a normal property of anodized finishes — not a manufacturing defect — so finish wear that develops over time isn't covered. If you prefer a card whose look ages more uniformly, our brushed Stainless Steel option doesn't have a separate coating; it acquires its own patina but doesn't expose a contrasting substrate.

6. What's covered, and what isn't

Our replacement program is built around manufacturing defects and shipping issues — situations where the card we sent doesn't perform as it should. To keep the program fair, sustainable, and quick, here is what falls outside it:

• Requests received after the 7-business-day window — we can't reliably tell whether a defect was present at delivery once weeks have passed. We recommend testing in the first 24 hours.
• Requests where video evidence is missing, has been edited, or doesn't clearly show the issue — the video is how we verify the defect remotely without you having to ship the card back at your cost.
• Damage consistent with physical mishandling, bending, water exposure, or contact with strong magnets after delivery — these are not manufacturing defects.
• Cards tested only on a single device whose NFC was disabled, incompatible, or in a thick case — the issue is with the device, not the card. Our team is happy to help troubleshoot before you open a request.
• Cards correctly customised per the order where you've changed your mind — engraved or personalised cards are made-to-order and cannot be resold (no buyer's-remorse returns).
• Cards reported lost, stolen, or destroyed after delivery — see Section 7 below for how to order a replacement.
• Cards that have been modified — drilled, cut, painted over, or had stickers placed over the NFC area.

If you're unsure whether your situation qualifies, just email us first — we'd much rather have a conversation than have you assume the answer.

7. Lost, stolen, or damaged your card? Order a new one.

Cards get dropped at airports, left in jacket pockets, run through laundry — it happens. Replacing a card you've lost or damaged outside the warranty isn't covered for free (we still have to make and ship a new one), but we've kept the process as quick as possible. You have two ways to do it:

A replacement card costs the same as a new one and ships on the same timeline. If you suspect your old card was stolen rather than lost, contact us first — we can help you check whether anyone has been scanning it from your analytics, and if needed we can disable the link on the old card so a stranger can no longer use it.

8. Refunds

Anexus Connect is a replacement-first program: we will always offer to ship you a new, working card before issuing a monetary refund. If, after a confirmed defect and a replacement attempt that also fails our quality check, a refund is the right outcome, we will issue a full refund to the original payment method within 5-10 business days.

Shipping fees are non-refundable unless the defect or wrong-shipment is our fault. If we shipped the wrong product or a defective product, all return and reshipment shipping is on us.

9. Subscription plans

This policy covers physical NFC card hardware only. Subscription plans (Basic and PRO) are governed by our Terms of Use. Basic is free forever. Buy any card and you get 6 months of PRO free — cancel any time before the 6 months end to avoid being charged.

You may cancel a PRO subscription at any time from your account dashboard; cancellation stops future billing immediately and your access continues until the end of the current billing period. Beyond that, paid subscription charges are non-refundable except where required by applicable consumer protection law.

10. Keeping the program fair

A replacement request may be declined, an account may be paused, or future orders may be refused if, after a good-faith review, we conclude that one of the following applies:

• The video evidence has been altered, staged, or fabricated.
• The same customer, account, or shipping address has submitted multiple replacement requests in a pattern that suggests abuse rather than genuine defects.
• The card was tampered with (drilled, cut, painted, NFC chip modified, or otherwise physically altered) before the defect was reported.
• The same card has already been replaced and the replacement is being claimed as defective without supporting video evidence.
• The order is associated with stolen payment credentials, identity misrepresentation, or other indicators of fraud.

For most customers, one (1) replacement per card per inspection window is the standard limit. Subsequent requests for the same order may require additional verification before approval. If you believe a decision was made in error, reply to our team's email — we will look at it again.

11. Chargebacks and payment disputes

We genuinely want to help — if something is wrong with your order, the fastest path to a fix is to email support@anexustechnologies.com first. Almost every issue is resolved within 1–2 business days, and we have the tooling to ship a replacement quickly. Reaching out to us directly is also better for you than a chargeback: chargebacks can take weeks to clear, are flagged by your bank against your card, and remove the option of a same-day replacement.

If a chargeback is initiated without first contacting us, or for an order where a replacement was offered and refused, we will defend the chargeback with the evidence we have (delivery confirmation, the video we asked you to record, and any prior correspondence). Repeated unjustified chargebacks may result in account suspension and refusal of future orders, and where a chargeback is reversed in our favour we may seek to recover the associated processing fees. None of this applies to genuine cases where you've tried to reach us and we have not responded — please escalate to us first, and we'll work it out together.

12. Our discretion and policy updates

All replacement decisions are made in our reasonable discretion based on the evidence submitted. Approval of one replacement request does not establish a precedent for future requests. We may update this policy at any time; the version in effect on the date your order was placed governs that order. Where required by law, we will provide notice of material changes.

Nothing in this policy limits, excludes, or modifies your rights under applicable consumer-protection laws, including (where applicable) Canada's Consumer Protection Act or equivalent provincial legislation. Where such laws provide stronger protections, those protections apply in addition to (not in place of) this policy.

13. Questions

For anything not covered above, email support@anexustechnologies.com. We reply within 24 business hours.

Anexus Technologies Incorporated, an Ontario corporation doing business as Anexus Connect.
Registered office: Ontario, Canada · support@anexustechnologies.com