At NexByo, we want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer an easy and transparent returns and refunds process. Please review the following guidelines for returns and refunds.
1. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- The item must be unused, unworn, and in original condition, with tags still attached.
- The item must be returned within 7 days from the date of purchase or delivery.
- The item must be returned with proof of purchase (receipt or order confirmation).
- Items purchased during sales or promotions are eligible for exchange or store credit only, not for a refund (unless the product is defective).
- Final sale items, such as underwear, swimwear, or heavily discounted clearance items, are non-returnable.
2. How to Return an Item
- In-Store Returns: If you made your purchase in-store, you can return the item to our physical store at 111 Fung Tak Road, Diamond Hill, Hong Kong within 7 days of purchase.
- Online Returns: If you purchased the item online, please contact us via email at @nexbyo.com or call us at +852 3977 4803 for instructions on how to return the item. Please ensure the item is securely packed to avoid any damage during transit.
3. Refunds
- Refund Method: If your return is approved, your refund will be processed to the original payment method (i.e., the credit card or payment method you used for the purchase).
- Processing Time: Please allow 5-7 business days for the refund to be processed. Refunds may take additional time to appear on your bank statement, depending on your financial institution.
- In-Store Refunds: If you purchased in-store and paid by cash, you will be refunded in cash. For credit/debit card payments, the refund will be credited back to the card used.
4. Exchanges
- Exchanges are available for items of equal or lesser value within 7 days of purchase.
- If you wish to exchange an item for one of higher value, you will be required to pay the difference.
- If the item you wish to exchange is out of stock, we will offer you a refund or store credit.
5. Damaged or Defective Items
- If the item you purchased is damaged or defective, please contact us within 48 hours of receiving the product.
- We will arrange a replacement or full refund for defective or damaged items, provided they are returned in their original condition with proof of purchase.
- Please send us clear photos of the damage or defect to help us expedite the process.
6. Non-Returnable Items
The following items cannot be returned or refunded:
- Final sale or clearance items (unless defective)
- Underwear, swimwear, or personal hygiene products (for hygiene reasons)
- Gift cards
- Items that have been worn, washed, or altered in any way
7. Return Shipping
- In-store Returns: For in-store purchases, returns must be made at our physical store location at 111 Fung Tak Road, Diamond Hill, Hong Kong.
- Online Returns: For online orders, the cost of return shipping is the responsibility of the customer, unless the item is defective or damaged.
- If the return is a result of an error on our part (e.g., incorrect or damaged item), we will cover the return shipping cost.
8. Store Credit
- If you prefer not to receive a refund, we can issue store credit in the form of a gift card. Store credits are valid for one year from the date of issue and can be used for future purchases.
9. Return Address
- If you are returning an item by mail, please send it to the following address:
NexByo Returns
111 Fung Tak Road, Diamond Hill, Hong Kong
10. Contact Us
If you have any questions or concerns about your return or refund, please contact our customer service team:
Email: @nexbyo.com
Phone: +852 3977 4803