At NexTech, we want you to shop with confidence. We understand that sometimes a product may need to be returned, replaced or refunded. This Refund & Returns Policy explains how we handle returns, change-of-mind requests, faulty products and refunds.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law (ACL).

Change of Mind Returns

NexTech may accept change-of-mind returns within 30 days of delivery, provided the product meets all of the following conditions:

  • The item is unused and in its original condition.
  • The original packaging is intact and undamaged.
  • All accessories, manuals, cables, promotional items and components are included.
  • The product has not been activated, registered or linked to a user account where this prevents resale as new.
  • You can provide proof of purchase from NexTech.

Australian Consumer Law does not require businesses to provide a refund simply because a customer changes their mind, finds the product cheaper elsewhere or decides they no longer want it. Any change-of-mind return offered by NexTech is therefore subject to the conditions in this policy.

Please contact us before sending a change-of-mind return so we can provide return instructions.

Unless otherwise required by law, the customer is responsible for return shipping costs associated with an approved change-of-mind return.

Products That Cannot Normally Be Returned for Change of Mind

For hygiene, security or product-integrity reasons, some products may not be eligible for a change-of-mind return once opened or used. These may include:

  • In-ear headphones and earbuds
  • Personal-use or hygiene-sensitive products
  • Software or digital products with activated licence codes
  • Memory cards, storage devices or other products where security seals have been removed
  • Products that have been activated or permanently linked to an account
  • Gift cards or digital vouchers
  • Special-order or customised products

These exclusions apply only to change-of-mind returns and do not remove any rights you may have if a product is faulty or fails to meet a consumer guarantee.

Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged, significantly different from its description or otherwise does not meet the consumer guarantees under Australian Consumer Law, please contact NexTech as soon as reasonably possible.

Depending on the circumstances, you may be entitled to a repair, replacement or refund.

For a major problem with a product, Australian Consumer Law generally allows the consumer to choose between a refund and a replacement. For a minor problem, the seller generally has the opportunity to provide a free repair within a reasonable time.

NexTech may need to inspect or assess the product before determining the appropriate remedy. Businesses are permitted to assess a product before providing a remedy.

Examples of a Major Problem

A product may have a major problem where, for example:

  • A reasonable customer would not have purchased it had they known about the problem.
  • It is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time.
  • It does not match its description, sample or demonstration model in a significant way.
  • It is unsafe.

Where a major failure applies, your rights under Australian Consumer Law will be respected.

Return Shipping for Faulty Products

For products that can be easily posted or returned, customers may initially be asked to return the product to NexTech for assessment.

If the product is confirmed to have a fault covered by Australian Consumer Law, NexTech will reimburse reasonable return costs where required.

For products that are large, heavy or difficult to return, the business may be responsible for arranging collection or covering reasonable transportation costs.

Please keep any postage or transport receipts if you are returning a product because you believe it is faulty.

Proof of Purchase

To process a return or warranty-related request, we may ask you to provide reasonable proof of purchase, such as:

  • NexTech order confirmation
  • Tax invoice
  • Receipt
  • Payment record
  • Other evidence showing the product was purchased from NexTech

A faulty product does not necessarily need to be returned in its original packaging for a consumer guarantee claim.

Refund Processing

Once a return has been received, assessed and approved for a refund, NexTech will process the refund to the original payment method, wherever reasonably possible.

Please allow approximately 5–10 business days after the refund has been processed for the funds to appear in your account. Actual processing times may vary depending on your bank, card issuer or payment provider.

Original delivery charges may also be refunded where required under Australian Consumer Law.

Incorrect or Missing Items

If your order arrives with an incorrect product, missing item or another fulfilment issue, please contact us promptly with:

  • Your full name
  • Order number
  • Description of the issue
  • Photos of the product and packaging where appropriate

We will review the matter and arrange an appropriate solution.

Products Damaged by Misuse

A repair, replacement or refund may not be available under consumer guarantees where the problem was caused by misuse, accidental damage or use of the product in a way that was inconsistent with its intended purpose.

Consumer guarantees may also not apply where the customer was clearly informed of a particular defect before purchasing and the return relates specifically to that disclosed defect.

Examples may include damage caused by:

  • Drops or impacts
  • Liquid exposure where the product is not designed to withstand it
  • Unauthorised modifications or repairs
  • Incorrect installation
  • Improper charging equipment
  • Physical damage caused after delivery

This does not affect any rights that may still apply under Australian Consumer Law for an unrelated defect.

Manufacturer Warranties

Some products sold by NexTech may also include a manufacturer’s warranty.

Manufacturer warranties are additional to your rights under Australian Consumer Law and do not replace or limit those rights. Consumer guarantees may continue to apply even after a manufacturer’s stated warranty period has expired, depending on the circumstances and the reasonable expected life of the product.

How to Request a Return

Before returning a product, please contact the NexTech customer support team.

Email: [YOUR SUPPORT EMAIL]
Phone: [YOUR PHONE NUMBER]
Order Number: Please include your NexTech order number.

Please provide:

  • Your name
  • Order number
  • Product name
  • Reason for the return
  • Description of any fault
  • Photos or video where relevant

Our team will provide further instructions regarding assessment and return shipping.

Please do not send products to us without first receiving return instructions.

Australian Consumer Law

Your rights under this policy are in addition to your rights under Australian Consumer Law. NexTech cannot use a store policy, warranty period or other condition to remove consumer guarantee rights that apply by law.