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Refund policy

At Nexgen Export, we aim to deliver your goods in perfect condition. Below are the terms and conditions for refunds, returns, and cancellations:

Eligibility for Refund

  • Customers can initiate a return within 15 days of receipt.
  • If goods are faulty or damaged, notify us in writing within 2 days of receipt. Provide photographs of the damaged packaging (interior and exterior), items, and a written description of the damage.
  • Self-assembly products damaged due to incorrect assembly are not eligible for refunds.

Return Guidelines

To qualify for a full refund, returned items must:

  • Be free from scratches and/or defects.
  • Not have been installed or used.
  • Be in the original manufacturer's box and packaging without any writing or missing parts.
  • Not be clearance, liquidation, or closeout items.

Non-Refundable Items

  • Display items are non-refundable, even if damaged during transportation.
  • Lighting fixtures are non-refundable once installed.
  • Discounted items and delivery fees are non-refundable for any reason.

Return Costs

  • Customers are responsible for the return shipping cost.
  • Ensure proper packaging to prevent damage during transit.
  • Use the original packaging and obtain proof of postage with insurance for loss or damage.
  • Items returned without our confirmation or to the wrong address will be rejected.

Processing Refunds

  • Refunds are issued to the original payment method (e.g., PayPal or Credit Card).
  • Refund processing takes 5–7 business days upon receiving the returned items in perfect condition.
  • Returns must be processed back into our warehouse, which typically takes about 10 days.

If you have not received your refund after the stated timeframe:

  1. Check your bank account or credit card statement.
  2. Contact your bank or credit card company, as processing times vary.
  3. If unresolved, contact us at sales@nexgenexport.com.

Order Cancellation

  • Orders can be canceled within 24 hours by contacting our Customer Service team.
  • Cancellation requests may take several days to process.
  • Orders already produced, shipped, or classified as custom/special orders cannot be canceled.

Damaged Items

  • Inspect all items upon delivery.
  • Report damages or missing parts within 2 days.
  • We will replace damaged items or send replacement parts promptly. In some cases, repairs may be made instead of replacements.

Important Notes

  1. Return Address: Do not send returns to the sender's address on the package. Use the address provided by Customer Service to avoid delays.
  2. Non-Nexgen Items: Ensure your return package contains only Nexgen Export items. We are not responsible for returning non-Nexgen items sent to us by mistake.

For additional assistance, please contact us at sales@nexgenexport.com.