Refund policy
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility for Returns
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags attached, and in its original packaging. You will also need to provide a receipt or other proof of purchase.
For hygiene and safety reasons, opened or used beauty and personal care products are not eligible for return.
Return Process
Customers must first submit a return request through the system. After submitting the request, customers are required to provide clear photos of the item(s) to be returned and send them to bryan.li@nexbuy.io for return eligibility review.
If your return is approved, we will send you a return shipping label along with instructions on how and where to send your package.
Please note that returns must be sent to the following address:
Return Address:
Nexbuy Returns
445 Apple Creek Blvd, Unit 201
Markham, Ontario
Canada L3R 9X7
Items sent back without first requesting a return will not be accepted.
If you have any questions regarding returns, you may contact us at bryan.li@nexbuy.io.
Damaged or Incorrect Items
Please inspect your order immediately upon receipt.
If the item is defective, damaged, or if you received the wrong item, please contact us within 48 hours of receiving the product so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including but not limited to:
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalized items)
- Personal care products (such as beauty products)
- Hazardous materials, flammable liquids, or gases
If you have questions about whether a specific item is eligible for return, please contact us before purchasing.
Sale items and gift cards are non-returnable.
Exchanges
The fastest way to ensure you receive the item you want is to return the item you currently have. Once the return is approved, please place a new order for the replacement item.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification.
Returned items must be in the same condition as received, unused, unworn, with tags attached, in the original packaging, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Please note that your bank or credit card company may require additional time to process the refund.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at bryan.li@nexbuy.io.