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Returns and Refund Policy

Our Returns Policy forms part of, and must be read in conjunction with, our General Terms and Conditions. We reserve the right to change this Returns & Refund Policy at any time. This Returns and Refund Policy was last updated on 30/07/2020.

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.

In the case that you are not satisfied with your purchase (e.g. damaged during shipment, short expiry/expired item, received wrong item/type/shade/etc).

Before attempting to return an order you will need to contact our customer service team +6017 792 2987 or email to [email protected] and we’ll assist you further to request a returns authorisation number. Without this number it can be difficult to process your return meaning the process may take longer.

Kindly inform Customer Service team before returning the item otherwise the request will not be processed.

*Please provide the return parcel’s tracking number after you’ve posted the item.

Which products are non-returnable?

We would love to process every return that comes our way because we understand that a return can result from a simple mistake, change in diagnosis and more; however, due to health and safety concerns, we cannot take back everything.

Due to hygiene and quality reasons, we do not accept any refund, return or exchange request after the selected goods are delivered. Thank you for your understanding. Some items by their nature are simply non-returnable. In fact, some items will state in their description that they are non-returnable. Other non-returnable products are defined below:

  • Opened personal care items.
  • Beauty products
  • E-Gift cards
  • All custom items
  • All special order items.
  • Anything opened, used, or tried-on
  • Opened cases.
  • Bulk orders.
  • Items Sold by SELLERS (non-exchangeable but refundable)

Please note: If the returns team receives a non-returnable item, we will send back the item to the original shipping address without a refund / exchange.

We reserve the right to make adjustments due to errors, changing market conditions, product discontinuation, or typographical errors in advertisements. Images on the site may not always reflect the actual product.

Right to Cancel

You have the right to cancel the sales order within 24 hours without giving reason.

The cancellation period will expire after 24 hours from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post). You may use the example model cancellation form below, but it is not obligatory.

Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.

Effects of Cancellation

If you cancel the sales order, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay and not later than:

(a)14 days after the day we receive back from you any goods supplied; or

(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or

(c)if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the sales order.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.

 

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases, we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

In order to do this, we ask that you contact us through your account using the online message centre. Please provide details of the fault and where possible attach pictures to your message.

Item Not Received
We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must inform us that you have not received your item within 30 days from the day on which you received an email from us confirming that the item had been dispatched. Please contact us via your account or Live Chat available on our website.

 

How do I arrange a return?

Please contact our Customer Service team to arrange your return.

We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorisation number and all the necessary information to arrange the return.

Please package the item securely and ensure our returns form is included inside.

You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

Kindly inform Customer Service team before returning the item otherwise the request will not be processed.

*Please provide the return parcel’s tracking number after you’ve posted the item.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:

  • If we sent you the wrong item
  • If the item is damaged or faulty
  • Where you are returning a substitute item which you do not want to keep

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Returns
In order to ensure our customers receive the best level of service and are happy to indulge their sweet tooth we offer a comprehensive returns policy in the unlikely event that you are not 100% satisfied with sweets delivered. Please note that the following returns procedure must be followed, and failure to do so may result in us being unable to exchange goods or provide refunds. Also please be aware that we cannot be held responsible and provide refunds/exchanges on stock affected by circumstances beyond our control. This includes damage and neglect after goods are received, goods being stored in climatic conditions such as extremes of temperature that can affect some items – items often stick together or alter appearance slightly, but will taste the same and damage by third parties. In addition please be aware that during the hot summer months goods in transport can be effected by the heat so be aware that delicate items such as chocolate may not always look as intended, but they will of course still taste as good as ever.

Should you wish to return an item for any reason please notify us within 48 hours of receipt of your order of any part that is unsatisfactory. In order to arrange a return, please contact us and inform our customer service team of your order number, the item you are returning and the reason for the return.

We will then reply with a unique returns authorisation number and the address you need to send the item to.

You’ll need to package the item securely and include:

Your order number
The returns authorisation number
Whether a replacement or refund is needed
The reason why you are returning the item.

Goods returned should be in their original condition and packaging in which they arrived, along with a copy of the invoice or packing slip.

Once received items will be checked and refunds on goods and postage arranged where suitable. We cannot issue refunds on simply unwanted goods due the perishable nature of goods on sale. Refunds/exchanges will only be offered on items that are faulty, and were clearly so at the time at which they were dispatched.

What will I get back after returning the item(s)?

You can choose to have either a prorated refund ( if order has applied promotion code ) to your Nextbeu Account or bank account ( within 1-14 working days)

How can I return my purchase?

Kindly email your inquiry to [email protected] with the subject “Return Item”. We will assist you as soon as possible.
To ensure the process run smoother and faster, do send your inquiry with picture(s) of the actual item(s) you’d received & provide your order details for record purpose.

How long will it take to receive my refund/new item(s)?

Please allow a minimum of 14 working days from the date we received your return package.
Refunded amount will based on customer actual paid – Final payment to refund, voucher cannot change into cash term

Can I return my Gift Voucher?

Gift Vouchers cannot be returned or refunded, except in accordance with your statutory rights. The value of the gift voucher cannot be converted back to cash.

Credit – Any credit will be valid for 6 months from the date of issue.

Complaints

If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives via your account or by post at Customer Service Department.

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