NextBuy wants customers to shop with confidence. This Returns & Refunds Policy explains when products may be returned, exchanged or refunded and how to request assistance.
Nothing in this policy limits any rights you may have under applicable Kenyan consumer protection law.
Return Period
Eligible products may be returned within 7 calendar days after receiving the order.
To qualify for a voluntary return, the product should generally be:
- Unused
- Unopened where applicable
- In its original condition
- Complete with its original packaging
- Supplied with all accessories, manuals, inserts and included items
- Accompanied by reasonable proof of purchase
Products that have been materially used, damaged after delivery, altered or returned incomplete may not qualify for a voluntary return.
Change-of-Mind Returns
If you simply change your mind about an eligible product, contact NextBuy within the 7-day return period.
For approved change-of-mind returns:
- The customer is responsible for the cost of returning the item.
- The item must meet the return-condition requirements above.
- The product will be inspected before any refund or exchange is approved.
Original delivery charges may not be refundable where the order was correctly supplied and delivered.
Incorrect Products
If NextBuy supplies a product different from what you ordered, contact us as soon as possible.
Where confirmed, NextBuy will arrange an appropriate replacement, exchange or refund.
NextBuy will cover reasonable return costs for products supplied incorrectly.
Defective Products
If you receive a product that appears to be defective, contact us with:
- Your order details
- A description of the problem
- Relevant photographs or videos where helpful
The product may need to be inspected or tested before the appropriate remedy is confirmed.
Depending on the circumstances, the remedy may include repair, replacement, exchange or refund in accordance with this policy, the applicable warranty and Kenyan law.
Reasonable return costs for confirmed defective products will be handled by NextBuy where applicable.
Products Damaged During Delivery
Please inspect your order as soon as reasonably possible after delivery.
If a product arrives visibly damaged, contact NextBuy promptly and provide photographs showing:
- The product
- The packaging
- The damaged area
- Any relevant shipping or courier information
Where delivery damage is confirmed, NextBuy will arrange the appropriate resolution and cover reasonable return costs.
Exchanges
Eligible products may be exchanged where appropriate and subject to availability.
If the replacement product has a different price, any applicable price difference will need to be settled before the exchange is completed.
Refunds
Once a returned product has been received and inspected, NextBuy will confirm whether the refund has been approved.
Approved refunds are generally processed within 7 business days.
Where practicable, refunds will be issued using the original payment method. Alternative arrangements may be made where necessary.
The time it takes for a completed refund to appear may also depend on the bank, card provider, payment service or other financial institution involved.
Non-Returnable or Restricted Items
A return may be declined where:
- The return period has expired
- The item has been damaged through misuse or improper handling
- The product has been materially altered
- Important accessories or components are missing
- The product cannot reasonably be returned in its original condition
This does not remove any rights that apply to genuinely defective, incorrectly supplied or otherwise legally protected purchases.
Before Returning a Product
Please contact NextBuy before sending or delivering a product back.
Do not send a return without first confirming the return process with our team.
We will provide the appropriate instructions based on the product, issue and delivery location.
Contact NextBuy
For returns, exchanges or refund enquiries:
Phone:
0713 569755
0797 442588
Email:
nextbuyke@gmail.com
Website:
NextBuy.co.ke