Refund policy
At NextGen Wellness, we want our customers to feel confident when placing an order with us. Due to the nature of our health and wellness products, certain return and refund restrictions apply for safety, hygiene, and quality control reasons.
1. Returns
Due to the nature of our products, we cannot accept returns on any items that have been opened, used, tampered with, damaged, or removed from their original packaging.
Products may only be considered for return if they are sealed, unused, in their original condition, and returned within 7 days of delivery.
2. Non-Returnable Items
The following items cannot be returned:
- Opened or used products
- Products with broken seals or damaged packaging
- Products that have been tampered with
- Products that were not stored correctly after delivery
- Products returned after the 7-day return period
- Products purchased on sale, promotion, or clearance, unless defective
3. Refunds
Refunds may be issued at the discretion of NextGen Wellness once the returned product has been received and inspected.
If the return is approved, the refund will be processed using the original payment method, where possible.
Refunds may take several business days to reflect, depending on your bank or payment provider.
4. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of receiving your order.
Please include your order number, a clear description of the issue, and photos of the product and packaging so that we can assess the matter properly.
Once reviewed, we may offer a replacement, store credit, or refund, depending on the circumstances.
5. Return Courier Costs
Return courier fees are the responsibility of the customer unless the return is due to an error made by NextGen Wellness, such as sending the incorrect product.
Original delivery fees are non-refundable unless otherwise agreed in writing.
6. Order Cancellations
Orders may only be cancelled before they have been processed, packed, or dispatched.
Once an order has been dispatched, it can no longer be cancelled and will fall under our standard returns process.
7. Refused or Failed Deliveries
If an order is refused, not collected, or cannot be delivered due to incorrect or incomplete delivery information supplied by the customer, any additional courier fees will be the responsibility of the customer.
Refunds for failed deliveries may be reduced by the original courier cost and any return courier charges incurred.
8. Product Use Disclaimer
Customers are responsible for ensuring that any product purchased is suitable for their personal circumstances before use.
NextGen Wellness does not offer refunds for products that have been opened or used because a customer has changed their mind, used the product incorrectly, experienced results that differ from expectations, or failed to follow product instructions.
9. How to Request a Return
To request a return, please contact us with your order details before sending any product back.
Please include:
- Your full name
- Your order number
- The product you would like to return
- The reason for the return
- Photos of the product and packaging, where applicable
Returns sent without prior approval may not be accepted.
10. Contact Information
If you have any questions about this Return and Refund Policy, please contact us:
Email: info@nextgenwellness.co.za
Website: nxtgenwellness.co.za
