Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at megssbailey@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at megssbailey@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at megssbailey@gmail.com.

RETURNS & REFUNDS

We want you to love your NXTPlay pieces. If something isn’t quite right, eligible items may be returned within 30 days of delivery for a refund.

RETURN ELIGIBILITY

To be eligible for a return:

Items must be returned within 30 days of delivery.
Items must be unworn, unwashed, and unused.
Items must be returned in their original condition with all tags attached.
Items must be free from stains, makeup, deodorant, perfume, pet hair, or other signs of wear.
Proof of purchase or your order number may be required.

Items that do not meet these conditions may be refused and returned to the customer.

FINAL SALE ITEMS

The following items are not eligible for return or refund, unless they arrive damaged or defective:

Items marked Final Sale
Gift cards
Personalized or custom-made products
Items that have been worn, washed, altered, or damaged after delivery
Items returned without their original tags

For hygiene reasons, certain products may also be excluded from returns where applicable.

RETURN SHIPPING

Customers are responsible for return shipping costs unless the item received was incorrect, damaged, or defective.

Original shipping charges are non-refundable.

We recommend using a tracked shipping service when returning your order. NXTPlay is not responsible for return packages that are lost or damaged in transit.

Please do not send a return until your return request has been approved and you have received the appropriate return instructions.

REFUNDS

Once your return has been received and inspected, we will notify you of the status of your refund.

Approved refunds will be issued to the original payment method used to place the order.

Please allow 5–10 business days after your refund has been processed for the funds to appear in your account. Processing times may vary depending on your bank or payment provider.

Shipping fees and other non-refundable charges will not be included in your refund unless required by law.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order when it arrives.

If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as possible and include:

Your order number
A description of the issue
Clear photos of the item and the issue

Once reviewed, we will work with you to make it right.

EXCHANGES

We do not guarantee direct exchanges due to inventory availability.

If you would like a different size, colour, or item, we recommend returning your eligible item and placing a new order for the item you want.

SALE ITEMS

Unless specifically marked Final Sale, sale items may be returned if they otherwise meet our return requirements.

Items marked Final Sale cannot be returned or exchanged unless they are defective or otherwise required to be accepted under applicable consumer protection laws.

RETURN PROCESS

To request a return, contact our customer support team with your order number and the item(s) you would like to return.

Once your return is approved, we will provide you with return instructions.

Returns sent without authorization may not be accepted.

LOST OR STOLEN PACKAGES

NXTPlay is not responsible for packages that are lost or stolen after being marked as delivered by the shipping carrier.

If you believe your package has been lost in transit, please contact us so we can assist you with the appropriate next steps.

ORDER CANCELLATIONS

We begin processing orders quickly, so we cannot guarantee that an order can be changed or cancelled once it has been placed.

If your order has already been processed or shipped, you will need to follow our standard return process once it arrives.

CONTACT US

If you have any questions regarding a return, refund, or your order, please contact our customer support team.

Please include your full name and order number so we can assist you as quickly as possible.

NXTPlay reserves the right to refuse returns that do not comply with this policy. Nothing in this policy limits any rights or remedies you may have under applicable consumer protection laws.