Warranty & Return Policy

I received a poor quality product! What should I do?

If you received a defective, non-functioning, low-quality product or if the product you received was damaged during the shipping process, please contact our Customer Support team! We will analyze the situation and decide on a partial or full refund.

How do I send a support request?

  1. Go to My Orders.
  2. Choose the order that you are not satisfied with
  3. Click on the “Question by order” button in the order card, and then on the chat button in the upper right corner to start a chat with the support team.
  4. Describe the product you received and attach photo proof of your dispute.

IMPORTANT: Quality claims are accepted within 30 days after you receive the goods.

IMPORTANT: Our Customer Support agent may ask you to provide additional evidence, such as photos or videos.

Can my refund request be denied?

Yes, if:

  • more than 30 days have passed since the goods were delivered;
  • the quality of the goods corresponds to the description provided by the seller
  • The defect of the goods cannot be identified on the provided photos / videos
  • video or photo evidence provided is modified, retouched or otherwise falsified.

When will I get money back?

The money will be returned to the account from which you paid, within 7-14 days after the order changes its status to “Refunded.” This is due to card processors and banks having variable processing times for transactions – on our side the cancellation happens immediately. If you do not see the money due to you for a refund after 14 days have passed, please let us know and we will figure out what happened.

My package arrived incomplete, or I received the wrong product

Unfortunately, sometimes sellers make mistakes: they send goods of the wrong color or the wrong size. If this is the case, please, contact our Customer Support! We will review the situation and proceed with a partial or full refund.

How do I send a support request?

  1. Go to My Orders.
  2. Choose the order that you are not satisfied with
  3. Click on the “Question by order” button in the order card, and then on the chat button in the upper right corner to start a chat with the support team.
  4. Describe the product you received and attach photo proof of your dispute.

IMPORTANT: Quality claims are accepted within 30 days after you receive the goods.

IMPORTANT: Our Customer Support agent may ask you to provide additional evidence, such as photos or videos.

Can my refund request be denied?

Yes, if:

  • more than 30 days have passed since the goods were delivered;
  • the quality of the goods corresponds to the description provided by the seller
  • the difference between what you ordered and what you received cannot be identified on the provided photos / videos
  • photos are modified, retouched or otherwise falsified.

When will I get money back?

The money will be returned to the account from which you paid, within 7-14 days after the order changes its status to “Refunded.” This is due to card processors and banks having variable processing times for transactions – on our side the cancellation happens immediately. If you do not see the money due to you for a refund after 14 days have passed, please let us know and we will figure out what happened.

I want to return my order!

If you don’t like the item you received for whatever reason NOT having to do with a problem with the item itself, you can return it within 30 days after delivery.

How to return the item?

  1. Contact our Customer Support. Please, provide the order number for the item you want to return and the reason.
  2. Our Customer Support agent will send you the address of the seller that you need to return the goods to.
  3. After you send the goods to the seller, please, provide the parcel tracking number and a photo of the receipt to our Customer Support.
  4. Our Customer Support will proceed with the refund.

IMPORTANT: Next Gadgets does not cover the cost of shipping the goods back to the seller in China.

How to contact Customer Support?

  1. Go to My Orders.
  2. Select the item you would like to send back to the merchant.
  3. Click on the “Question by order” button in the order card, and then on the chat button in the upper right corner to start a chat with Customer Support.
  4. Describe your situation and ask for the seller’s address.

Can my refund request be denied?

Yes, if:

  • more than 30 days have passed since the goods were delivered to you;
  • you sent the goods without having received the seller’s address from our Customer Service;
  • you weren’t able to provide a valid tracking number.

When will I get my money back?

The money will be returned to the account from which you paid, within 7-14 days after the order changes its status to “Refunded.” This is due to card processors and banks having variable processing times for transactions – on our side the cancellation happens immediately. If you do not see the money due to you for a refund after 14 days have passed, please let us know and we will figure out what happened.

I haven’t received my refund!

If the status of your order is “Refunded”, then Next Gadgets has already issued a refund for that transaction. The money will be credited to your account within 14 calendar days.

Why does it take so long?

We are used to thinking that payments made via cards are instant, but this is not always the case. When you buy goods in a store, the bank immediately blocks the purchase amount on your account and sends an SMS-message about the charge, but in reality the money is transferred to the seller in a few hours or even days, due to the amount of transactions that have to happen on a daily basis.

Therefore, the reverse process – the return of money to the client – also takes some time.

If 14 days have passed, but you still did not receive a sms-notification of a refund, please check the detailed statement of your account for a refund starting with the date of the order cancellation.

If there is no data of the refund in the detailed statement, please, contact our Customer Support and provide us with the order ID you have not received a refund for.

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