Return Policy

1. Return Eligibility

Most items purchased on Nxtby.com are eligible for return within 7 days of delivery, provided they are unused, in original packaging, and accompanied by the original invoice. Certain categories are non-returnable due to hygiene, customisation, or regulatory reasons (see Section 3).

2. How to Initiate a Return

• Log in to your account and navigate to Order History.
• Select the order and item(s) you wish to return, and specify the reason.
• Our team will schedule a pickup or share drop-off instructions within 24-48 hours.
• Once the item passes quality inspection, your refund or replacement is processed.

3. Non-Returnable Items

• Customised or made-to-order items, for example branded corporate gifting and printed stationery.
• Consumables and hygiene-sensitive products once opened, for example pantry supplies and PPE.
• Items marked as “Final Sale” or purchased under special bulk-discount agreements.
• Software licences and digital products once activated.

4. Refunds

Approved refunds are credited to the original payment method within 5-7 business days of return approval. For enterprise accounts on credit terms, refunds are adjusted against the next invoice cycle unless a direct transfer is requested.

5. Replacements

For items damaged in transit or delivered with manufacturing defects, we offer free replacement subject to verification. Please report such issues within 48 hours of delivery with photographic evidence for faster processing.

6. Order Cancellations

Orders can be cancelled free of charge before dispatch. Once an order has shipped, cancellation is treated as a standard return and is subject to the eligibility criteria in Section 1.

7. Bulk & Custom Order Returns

Bulk orders and custom quotes processed via our buying desk follow the return terms specified in the individual quote or purchase agreement, as these are often sourced or manufactured on request.

8. Quality Disputes

If a delivered item does not match the specification on your purchase order, contact support within 48 hours. Our quality team will review the claim and arrange replacement, refund, or credit note as appropriate.