Refund & Returns Policy

1. Return eligibility

We accept returns within 30 days of delivery for items that are defective, damaged in transit, or incorrectly shipped. To qualify, products must be unused, in original packaging, and include all tags, inserts and accessories. Claims must be submitted with your order number and clear photos of the issue.

2. Return timelines

• Report an issue: within 7 days of delivery.
• Return authorization: issued within 2 business days of receiving your claim.
• Inspect returned goods: within 5 business days of receipt at our warehouse.
• Refund or replacement: processed within 5 business days after approval.

3. How to return an item

1. Email returns@nexplaya.com with your order ID, the affected SKU, and photos.
2. Our team reviews the claim and, if approved, issues a Return Authorization (RA) number and a prepaid shipping label for our errors.
3. Pack the items securely, include the RA number on the outside of the box, and ship via the provided label.
4. Once inspected, we issue a refund to the original payment method or ship a replacement, based on your preference and stock availability.

4. Non-returnable items

• Customized, embroidered or logoed items made to your specifications.
• Clearance, closeout or final-sale lots marked as non-returnable.
• Opened consumables such as pumps, hygiene products or nutrition items.
• Items damaged by misuse, improper storage, or normal wear and tear.

5. Refund methods

Approved refunds are returned to the original payment method. For orders paid by wire transfer or ACH, we may issue store credit or a refund to the originating bank account. Original shipping costs are refunded only when the return is due to our error.

6. Need help?