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At Nexten, we want you to be completely satisfied with your purchase. If you need to return an item, we offer a 15-day return policy for eligible products. To qualify for a return, items must be new, unused, and in their original packaging, including all parts, accessories, and manuals. If a product has been used, a 30% restocking fee will apply.
To begin the return process, please request a Return Authorization (RA) number within 15 days of purchase. Once issued, your RA number will remain valid for 15 days, and returns must be sent back within this time frame. Returns without an RA number will not be accepted. Please note that a fee of $9.99 will be applied to each return request.
Customers are responsible for return shipping costs unless otherwise stated. Additionally, certain items are considered final sale and are not eligible for returns, including open-box items, lightly used or used products, and those with cosmetic box imperfections.
To request a return, please email [email protected] for approval. Once approved, returns must be sent back using regular postage only. We reserve the right to refuse returns that are improperly processed or do not meet our return guidelines. Please allow five business days after your return has been delivered before inquiring about its status.
Defective or Incorrect Products
If you receive a defective or incorrect product, please contact us within five days of receiving your order. To help us resolve the issue quickly, we may ask you to provide photos of the defect or damage.
In cases where the issue is cosmetic or can be easily repaired, we may offer replacement parts rather than a full return. Please note that replacement parts are non-refundable and are not covered under our 15-day return policy. Additionally, any tampering, self-repair, or modifications to the product will void the warranty.
Return Policy for Bundles and Special Items
If you purchased a product as part of a bundle or combo deal, all items in the set must be returned together. If any items are missing, their individual retail price will be deducted from your refund. Similarly, if your purchase included a free gift card or discount code, it will be canceled. If the gift card or code has already been used, the equivalent amount will be deducted from your refund.
Some items, including special orders, customized products, and personal hygiene items, are final sale and non-refundable.
Shipping
At Nexten, we offer FREE shipping on $79 order minimum and up. To get this free shipping for your order, we request our customer signing into their account then check out the order. The shipping charges will apply if you checkout as a guest. The minimum free shipping threshold must be met after discounts and excludes tax. If you don’t have an account, you could Sign Up Here.
Shipping Rates
Customers must sign into their account for free shipping eligibility. Nexten offers competitive standard shipping rates for our customers. Free shipping for orders $79+. A standard rate of $15 for orders under $79.
A Flat rate of $15 shipping fee will be applied to orders with a value below the amount.
Additional shipping fees may be applied to your order based on selected products’ size, weight or destination. All shipping fees are non-refundable.
Parcel Delivery
Delivered by postal carriers (Canada post, USPS, UPS, FedEx, etc.) and available for standard-size merchandise, including apparel, shoes, cosmetics and fragrances, etc. Unless otherwise specified, all orders are parcel delivered.
Exchanges
At Nexten, we understand that sometimes a product may not be the perfect fit, and you may need to exchange it for a different size, color, or model. We are happy to accommodate exchanges, provided the item meets our return eligibility criteria.
To request an exchange, you must contact us within 15 days of purchase and obtain a Return Authorization (RA) number. The item being exchanged must be new, unused, and in its original packaging, including all accessories, manuals, and any other components. We cannot process exchanges for items that have been used, damaged, or are missing parts of their original packaging.
Customers are responsible for shipping costs when sending the original item back to us and the outbound shipping cost for the exchanging item(s). Once we receive and inspect the returned item, we will process the exchange. If the new item has a price difference, we will either refund the excess amount or charge the difference accordingly.
In cases where the item you wish to exchange is out of stock, we will issue a refund instead, minus any applicable shipping or restocking fees. Please note that certain items, including special orders, customized products, and personal hygiene items, are final sale and are not eligible for exchanges.
Shipping Fees
If your order did not qualify for free shipping, any shipping fees you paid are non-refundable.
For orders that qualified for free shipping, the outbound shipping cost will be deducted from your refund. This cost typically ranges between 5-8% of the original purchase amount.
Additionally, we reserve the right to exclude credit card processing fees (typically 2-5%, depending on the payment method) from refunds if we determine that a return was made fraudulently or suspiciously.
Returns with Free Gifts
If your purchase included a free gift, it must be returned unused and in its original packaging. If the free gift is not included with your return, its full retail value will be deducted from your refund.
Manufacturer Warranties
Some products come with a manufacturer’s warranty, which may require you to fill out and submit a warranty card after purchase. Any warranty claims related to manufacturer defects will be handled directly by the manufacturer.
If we need to inspect a product for a manufacturer defect, you will need to return it to us with an RA number. Please note that shipping costs for warranty claims or replacement parts are the customer’s responsibility.
Lost or Stolen Shipments
We highly recommend retrieving your package as soon as it is delivered, as Nexten is not responsible for stolen shipments. If theft occurs, we suggest filing a police report, but unfortunately, we cannot issue refunds for stolen packages.
Incorrect Shipping Address
Please double-check your shipping address before completing your order. If an incorrect or incomplete address is provided during checkout, Nexten is not responsible for lost or mis-delivered packages. Be sure to include all necessary details, such as unit numbers and buzzer codes, to ensure successful delivery.
We strive to provide excellent service and a smooth shopping experience. If you have any questions about our return policy, feel free to contact us—we’re happy to help!
Last updated: Feb 01, 2025