NEXVEY RETURNS & CANCELLATIONS

Thank you for choosing NEXVEY. We stand behind the quality of our products and want you to be completely satisfied with your purchase. Please review our policy regarding order cancellations, returns, and exchanges below.

1. Order Cancellation & Modification

Before Shipment

  • Within 24 Hours of Placement: Orders canceled within 24 hours of placement are eligible for a full refund, provided the order has not yet shipped and has not entered the final fulfillment stage. Once approved, your refund will be processed back to your original payment method within 5 business days.

  • After 24 Hours: Orders canceled after 24 hours but prior to shipment are subject to a 5% processing fee, which will be deducted from your total refund amount.

After Shipment or While in Transit

Once a tracking number has been issued or the shipment is in transit, cancellation cannot be guaranteed.

  • In-Transit Adjustments: If you request an address change, package interception, or cancellation while the order is in transit, a $200 USD interception and handling fee will apply.

  • Failed Delivery & Address Errors: If a package is undeliverable due to customer-related issues—including but not limited to: providing an incorrect/incomplete address, entering an unsupported address (e.g., P.O. Boxes), or failing to cooperate with the carrier—a $200 USD fee will be deducted from your refund to cover round-trip shipping and handling costs.

2. Refused Shipments

If you refuse delivery of an order without prior written authorization from NEXVEY, the shipment will be returned to our warehouse or original shipping point. A $200 USD flat fee will be deducted from your refund to cover the costs of return freight and warehouse processing.

3. Return Window

NEXVEY accepts return requests within 30 calendar days from the date of delivery.

Note: Returns will not be accepted or processed after this 30-day window has expired, except where separate, explicit written warranty remedies apply.

4. Return Eligibility Requirements

To qualify for a return and receive a refund, the product must strictly meet all of the following criteria:

  • Proof of Purchase: The product must have been purchased directly from the official NEXVEY website with a valid order number.

  • Condition: The product must be in brand-new, unused condition. The odometer must read fewer than 10 miles.

  • Appearance: The product must be entirely free of wear, dirt, scratches, cosmetic blemishes, crash damage, or any other signs of use.

  • Packaging: The product must be returned in its original box with all original internal protective foam intact.

  • Completeness: All original items must be included inside the package: accessories, chargers, batteries, keys, hardware, manuals, tool kits, NFC cards, and any other promotional items or included parts.

  • No Unauthorized Alterations: The product must not have been modified, misused, improperly assembled, neglected, or repaired by an unauthorized third party.

  • Prior Approval: A Return Merchandise Authorization (RMA) number must be issued by NEXVEY before any item is shipped back.

Returns sent back to our facilities without an official RMA number or prior written approval will be rejected and sent back at the customer's expense.

5. Non-Quality Returns (Change of Mind)

A "Non-Quality Return" refers to any return initiated for reasons unrelated to manufacturing defects or shipping damage (e.g., buyer's remorse, ordering the wrong model, or no longer needing the product).

For eligible non-quality returns:

  • Shipping Costs: The customer is solely responsible for arranging and paying for return shipping.

  • Restocking Fee: A $200 USD flat fee (covering round-trip shipping, restocking, and warehouse handling) will be deducted from the refund for each returned bike/vehicle.

  • Non-Refundable Fees: Original shipping charges, priority processing fees, shipping insurance, taxes, duties, and other non-product fees are non-refundable unless mandated by local law.

  • Inspection & Refund Processing: Refunds will only be issued after the product is received, inspected, and verified at our warehouse. Once the inspection is complete and the return is approved, your refund (minus applicable fees) will be processed back to your original payment method within 5 business days.

Important: If the returned product fails to meet the eligibility requirements detailed in Section 4, NEXVEY reserves the right to reject the return entirely, issue a partial refund, or apply additional deductions based on the product’s condition, excessive mileage, missing parts, or damaged packaging.

6. Damaged, Defective, Incorrect, or Missing Items

Please inspect your shipment thoroughly immediately upon arrival.

If your product arrives damaged, defective, incorrect, or is missing parts, you must contact NEXVEY Support within 48 hours of delivery.

How to File a Claim:

Please submit your order number alongside clear photos or video documentation showcasing:

  1. The shipping carton/outer box condition.

  2. The shipping label showing the tracking number.

  3. The specific issue, defect, or damaged area of the product.

Resolution Options:

If NEXVEY verifies that the issue stems from a manufacturing defect, carrier shipping damage, or a fulfillment error, we will—at our sole discretion—remedy the situation via:

  • Providing complimentary replacement parts.

  • Arranging for a repair or authorized service.

  • Exchanging the item for a new product.

  • Issuing a full or partial refund.

For verified defects or shipping damage reported within the 48-hour window where a refund is requested, NEXVEY will provide a 100% refund and cover all authorized return shipping costs. The approved refund will be issued to your original payment method within 5 business days after return receipt or verification.

If inspection reveals the issue was caused by customer misuse, improper assembly, lack of maintenance, unauthorized modifications, accidents, normal wear and tear, or intentional damage, the claim will be denied. It may, at our discretion, be processed as a Non-Quality Return or treated under our Warranty Exclusion terms, meaning handling fees, repair costs, or restocking deductions will apply.

7. Exchanges

Exchanges are available within 30 days of delivery, provided the original product meets all the requirements outlined in Section 4 (Return Eligibility).

  • Non-Quality Exchanges: If you wish to exchange your product for a different model or color due to personal preference, you will be responsible for the return shipping costs, as well as a $200 USD processing and restocking fee for the original item.

  • Price Differences: Any price difference between the original product and the exchanged item will be billed or refunded accordingly before the new order ships. If a partial refund is owed to you due to an exchange for a lower-priced model, it will be issued within 5 business days of processing.

8. How to Initiate a Return or Exchange

To begin the process, please contact our Customer Support Team:

  • Email: support@nexvey.com

  • Whatsapp：+1 (314)262-3860

Please include your Order Number and the explicit reason for your return or exchange request. A representative will review your case and, if eligible, provide your RMA number and return instructions.