Refund policy

Return & Refund Policy

Last Updated: [DATE]

At NextVibe, we want you to feel confident when you shop with us. If you receive a product that is damaged, defective, incorrect, or otherwise eligible for return under this policy, we will work with you to find a fair solution.

This Return & Refund Policy explains when you can request a return, replacement, exchange, or refund and how the process works.

1. Return Timeframe

You may request a return within:

[7 DAYS]

from the date your order is delivered.

To be eligible, your return request must be submitted within this timeframe.

We recommend contacting us as soon as you notice a problem with your order.

Return email: [customer.care@nextlive.in]

2. Return Eligibility

A product may be eligible for return if:

  • You received the wrong product.
  • The product arrived damaged.
  • The product is defective or does not function as reasonably expected.
  • The product is materially different from its description.
  • An item or component included in your order is missing.
  • The product otherwise qualifies for return under the applicable product-specific return terms.

Unless the product is defective, damaged, incorrect, or otherwise covered by applicable consumer rights, the product should generally be:

  • Unused and in its original condition.
  • In its original packaging.
  • Returned with tags, accessories, manuals, and other included items where applicable.
  • Accompanied by your order number or proof of purchase.

Some products may have additional return requirements.

3. How to Request a Return

To request a return, contact us at:

[customer.care@nextlive.in]

Please include:

  • Order number
  • Customer name
  • Phone number
  • Product name
  • Reason for return
  • Photos or video of the product, where relevant

For damaged or defective products, photographs or a short video may help us assess the issue faster.

Once we receive your request, our team will review it and provide instructions for the next step.

Please do not send a product back to us without first contacting customer support and receiving return instructions.

4. Damaged or Defective Products

We understand that receiving a damaged or defective product can be frustrating, and we'll do our best to resolve the issue quickly.

If your product arrives damaged or defective:

  1. Take clear photographs/videos of the product and packaging.
  2. Keep the original packaging and shipping label.
  3. Contact us at [customer.care@nextlive.in] within [7 DAYS] of delivery.
  4. Provide your order number and details of the issue.
  5. Follow the return instructions provided by our support team.

Depending on the circumstances and product availability, we may offer:

  • Replacement
  • Exchange
  • Repair, where applicable
  • Refund

We will assess the reported issue fairly and provide an appropriate resolution in accordance with applicable law and our policies.

5. Wrong or Missing Product

If you receive a product different from what you ordered, please contact us at [customer.care@nextlive.in] within [7 DAYS].

If an item or essential component is missing from your package, please notify us as soon as possible.

We may request photographs of the package, shipping label, invoice, and received items to help us investigate the issue.

If our investigation confirms that the wrong or incomplete product was sent, we will arrange an appropriate resolution, which may include a replacement, exchange, or refund.

6. Exchanges

Where available, we may offer an exchange for an eligible product.

An exchange may be subject to:

  • Product availability
  • Product condition
  • Return eligibility
  • Applicable exchange conditions

If the requested replacement is unavailable, we may offer another appropriate solution, such as a refund.

For hygiene, safety, personalised, or product-specific reasons, certain products may not be eligible for exchange.

7. Refund Process

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will generally be processed through the original payment method or another appropriate method.

Refund processing

Refund initiation: [X BUSINESS DAYS] after return approval

After we initiate the refund, the time taken for the amount to appear in your account may depend on your:

  • Bank
  • Card issuer
  • UPI provider
  • Payment gateway
  • Other financial institution

For COD orders, refunds may require you to provide valid bank-account or UPI details.

Important: We will never ask you for your UPI PIN, ATM PIN, card PIN, CVV, banking password, or similar confidential authentication information to process a refund.

8. Return Shipping Costs

Damaged, Defective, or Incorrect Products

If the return is due to a confirmed damaged, defective, incorrect, or materially misrepresented product, NextVibe will [PROVIDE A FREE RETURN / REIMBURSE REASONABLE RETURN SHIPPING COSTS], subject to verification and applicable law.

Change of Mind / Other Eligible Returns

For eligible returns that are not related to a product defect, damage, or error on our part:

Return shipping cost: [PAID BY CUSTOMER / FREE RETURN]

Any applicable return shipping charges will be communicated before the return is processed.

9. Non-Returnable Products

Certain products may not be eligible for return due to their nature, hygiene considerations, safety requirements, customisation, or other legitimate reasons.

Examples may include:

  • Personal hygiene products
  • Certain beauty or skincare products once opened
  • Used products
  • Products damaged through customer misuse
  • Personalised or customised products
  • Products without required accessories or packaging
  • Digital products, where applicable
  • Products specifically identified as non-returnable on the product page

Product-Specific Return Terms

If a product has special return conditions, those conditions will be clearly communicated on the relevant product page or at checkout.

Nothing in this section is intended to exclude any consumer right or remedy that cannot legally be excluded under applicable Indian law.

10. Products Damaged Through Misuse

A return may be refused where a product has been damaged because of:

  • Improper use
  • Accidental damage after delivery
  • Failure to follow product instructions
  • Normal wear and tear
  • Unauthorised modification or repair
  • Intentional damage

Where appropriate, we may request photographs, videos, or other information to determine the nature of the issue.

11. Return Inspection

Returned products may be inspected to verify:

  • Product condition
  • Reported defect or damage
  • Product identity
  • Accessories and components
  • Compliance with return requirements

Inspection does not remove any statutory consumer rights you may have.

12. Refunds for Cancelled Orders

If an order is cancelled before dispatch and payment has already been successfully received, we will process an applicable refund.

If an order has already been dispatched, cancellation may no longer be possible and you may need to follow the applicable return procedure after delivery.

Refund timing may vary depending on the payment method and financial institution.

13. Failed Delivery and COD Orders

For COD orders, refusing a package without a valid reason may result in the order being returned to us.

Repeated refusal of COD orders or abuse of the return process may result in restrictions on future COD availability, subject to applicable law.

This does not affect your rights regarding products that are genuinely damaged, defective, incorrect, or otherwise eligible for a remedy.

14. Customer Responsibility

To help us process your return quickly, please:

  • Keep your order number.
  • Keep the original packaging until you are satisfied with the product.
  • Report problems within the applicable return period.
  • Provide accurate information about the issue.
  • Follow our return instructions.
  • Use appropriate packaging when returning a product.

15. No Hidden Conditions

We aim to keep our return process straightforward.

We will not intentionally create unreasonable barriers to legitimate returns, refunds, replacements, or other consumer remedies.

Nothing in this policy is intended to limit rights available to customers under applicable Indian consumer-protection laws.

16. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our products, services, return procedures, or applicable laws.

The latest version will be published on this page with the updated Last Updated date.

Contact Us

If you have a question about a return, replacement, exchange, or refund, please contact us:

NextVibe
Email: [customer.care@nextlive.in]
Phone: [PHONE NUMBER]