refund policy

NexstMall Online Store Return / Refund Policy (Hong Kong)

Stardard Return / Refund Policy

All products purchased from NexstMall online store are not subject to return, replacement or refund. NexstMall online store will accept returns only for manufacturing fault, expired, incorrect order, or damaged upon delivery.
Exchange/ refund must be requested within 7 days from the date of delivery only.

Exchange/ refund must be requested within 7 days from the date of delivery only.

  • This process is only applied for AVITA and Nexstgo laptops. AVITA or Nexstgo accessories (gifts, discount proudcts or regular-priced products) are not covered by terms.
  • For 3rd party's accessories or products, we can only help provide product warranty support, and do not accept returns, exchanges and refunds.
  • For ESD products and services, when the product is available for download or service starts, no return, exchange or refund is allowed.


Coverage

Exchange / refund must be requested by calling Nexstgo customer service hotline +852 37250625 or contacting at cs@nexstmall.com within 7 days from the date of delivery only.


Coverage T&C

1. Hardware Products

Nexstgo Company Limited will make refunds, accept return or allow exchanges for the reasons below:

  • Dead On Arrival;
  • With 5 or more defective pixels;
  • Missing In-Packing Accessory
  • Wrong Specification


Nexstgo Company Limited will not make refunds, accept returns nor allow exchanges for the reason out of the above mentioned issues.

2. Software Products

Software Products may not be returned at any time once an order is placed.


3. Customization / engraving / CTP Products
  • Any engraving (CTO) products can be amended or cancelled by calling Nexstgo customer service hotline (+852 3725 0625) or contacting cs@nexstmall.com within 24 hours once placing the order.
  • If there is no any inquiries after 24 hours, order will be deemed as a conformed order. Nexstgo Company Limited will not make refunds, accept return nor allow exchanges for the reason out of the above issues.
  • Dead On Arrival;
  • With 5 or more defective pixels;
  • Missing In-Packing Accessory;
  • Wrong Specification;


Please note the return, refund or exchange must meet the following conditions:

  1. All products must be properly maintained (for example, there must be no abrasion or damages) before they can be returned.
  2. All returns must be accompanied with the original receipt or gift receipt, instruction manual, components (including cables, controllers and accessories) and the packaging. If end-user cannot meet company's return conditions, Nexstgo reserves the right to reject any return, exchange or refund.


Refund Credits T&C

Credit for returns is issued once we confirm receipt of the merchandise. Please be aware that your financial institution may take up to 30 days to process your credit and have it reflect in your account.

When you return items from a group of items purchased, the remaining amount spent may no longer be eligible for any discount you may have received (e.g., for gifts with purchase, free gifts, buying in quantity). If this is the case, the discount is subtracted from the price you paid for the returned item. To receive a complete refund, all items from the original purchase must be returned.


Non-Coverage

  1. If products have been declared as non-returnable, orders will not be returned.
  2. If end-user's good(s) is/are subjected to the revocation right after confirming compliance with NexstMall return policy, Nexstgo Company Limited will arrange arrange door-to-door good collection, and refund the product and shipping charges paid by the user.
  3. If user choose to return good(s) not due to above-mentioned refund policy, Nexstgo Company Limited will refund 95% product charge paid by the end user and shipping charges. We will charge 5% of your product amount as a handling fee. End-user must return the relevant products to the company at your own expense without delay.
  4. The external packaging of goods (including but not limited to cartons, crates) may cause damage during transportation due to logistics factors. If such damage(s) do/does not cause harm to the good itself, this situation is not considered as a quality problem. If user requests return due to this reason, it will be treated as Non-Coverage Point 3.


To process a return:

We only accept returns for orders placed with NexstMall online store by phone or email. We cannot accept returns for other stores or any other online store or retail outlet.
Returns requests can be initiated by phone at +852 37250625 or emailing at cs@nexstmall.com.
Please prepare the below information to our customer service specialist:

  1. Order number
  2. Contact details
  3. Product details
  • Product model
  • Serial number
  • Product number (SKU)
  • Problem details
    • Problem description & symptoms
    • Error code or message (if applicable)


    Please note,
    Do not refuse delivery or return product without contacting us first.
    If you do not follow this process your credit will be delayed and you assume risk of loss and payment of return shipping charges.
    Please contact us if you need to check the status of your return.