Refund policy
Last updated: November 1, 2026
We want you to be happy with your NEXby purchase. If you are not, this policy explains how returns, exchanges and refunds work.
30-Day Returns
You may return most new, unused items within 30 days of delivery for a refund. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging with all parts, accessories and tags.
Non-Returnable Items
- Items that have been used, installed, washed or altered, other than to check that they work.
- Opened personal care and beauty items, for hygiene reasons, unless they arrived defective or damaged.
- Gift cards.
- Items returned after the 30-day window.
How to Start a Return
- Email support@nexby.store within 30 days of delivery with your order number and the reason for the return.
- We will reply within 1 to 2 business days with return instructions and the return address.
- Pack the item securely and ship it back using a trackable service. Please keep your tracking number.
Please do not send items back before you hear from us. Returns sent without approval may not be accepted.
Return Shipping Costs
For change-of-mind returns, you are responsible for the return shipping cost, and original shipping charges are not refunded. If we sent you the wrong item, or the item arrived damaged or defective, we will pay for return shipping and send a replacement or full refund, including original shipping.
Damaged, Defective or Wrong Items
If your order arrives damaged, defective or not as ordered, email us within 7 days of delivery with your order number and clear photos. We will send a replacement or give you a full refund, at your choice, subject to stock.
Refunds
After we receive and inspect your return, we will email you to confirm the result. Approved refunds are issued to your original payment method within 5 to 10 business days. Your bank or card issuer may need additional time to post the refund. If the returned item does not meet the conditions above, we may refuse the refund or issue a partial refund.
Exchanges
To exchange an item for a different size, color or model, contact us and we will help. In most cases the fastest way is to return the original item and place a new order.
Late or Missing Refunds
If you have not received your refund after 10 business days, first check your bank account, then contact your card issuer, then email us at support@nexby.store.
Order Cancellations
You can cancel an order for a full refund if it has not yet shipped. Email us as soon as possible with your order number.
Contact Us
Questions about returns? Email support@nexby.store. See also our Shipping Policy.