Refund Policy Of Nexnex
Purchase Protection Policies
1. OVERVIEW
Understanding Our Policies
Our Purchase Protection Policies are here to provide you with peace of mind whenever you make a purchase through on-site checkout on Nexnex Applications weather website or mobile apps. We want you to have a great experience every time, but if you have an issue with your purchase, our policies are in place to help make things right.
For the purposes of this policy, where specified, an individual seller refers to someone selling through a personal profile.
To qualify for Purchase Protection:
Make sure that your purchase is eligible as a protected purchase as defined in this policy.
Use on-site checkout on Nexnex to complete your payment for the purchase or purchase a product through a commerce thread on our apps. Purchases made through third-party sites, local pick-ups or through third-party messaging services do not qualify.
Contact the seller first to let them know that there's a problem with the purchase. For eligible purchases, if you can't resolve the issue directly with the seller, you may submit a claim through Nexnex support
We will review your claim to determine whether it qualifies for Purchase Protection, and issue a refund for the full purchase price of the item and delivery costs if your claim is approved. Decisions are made at our sole discretion.
2. PROTECTED PURCHASES
When Are Your Purchases Protected
Many purchases that you make using on-site checkout on are covered by our Purchase Protection Policies. Your purchases are protected in the following situations:
When making purchases through on-site checkout on Nexnex:
1. Item not received.
For sellers using onsite checkout, if the buyer has not received the item two days (48 hours) after the estimated arrival date shown in the order details page, the item is considered "not received" and is eligible for purchase protection.
For individual sellers using onsite checkout, an item is considered "not received" if an item is not received by the buyer within 16 days after the individual seller confirms the order.
2. Item damaged or significantly different than described. For example:
Item was damaged during delivery
Item is missing major parts, and this wasn't disclosed
Item condition was different than described
Item is a different version or edition than what was displayed for purchase
Item is completely different from what was ordered
3. Seller not following their stated Refund Policy.
4. Unauthorised purchases.
When making purchases through a commerce thread on Nexnex App:
1. Item not received.
When using commerce threads on Nexnex, an item is considered "not received" if an item is not received by the buyer within seven days after the seller confirms the order.
2. Item damaged or significantly different than described. For example:
Item was damaged during delivery
Item is missing major parts, and this wasn't disclosed
Item is a different version or edition than what was displayed for purchase
Item is completely different from what was ordered
Note, discounts do not affect whether a purchase is eligible for Purchase Protection.
Which Purchases Are Not Protected
The following items and situations are not covered by our Purchase Protection Policies:
1. Any products or services that are prohibited by our Commerce Policies
2. Products marked as received
3. Vehicles
4. Property
5. Financial products or investments
6. Precious metals and gemstones
7. Equity or debt in a business
8. Custom or made-to-order items
9. Services
10. Donations
11. Industrial machinery
12. Perishable items
13. Buyer's remorse
14. Items delivered using an intermediary or freight forwarding service
15. Items where the exchange of the purchased item happens in person
16. Orders that have already been refunded or charged back by the buyer's bank
17. Damage that occurs to items after they are delivered
18. Items bought through on-site checkout with a purchase price over USD 1,000
19. Items bought through a commerce thread on Nexnex a purchase price over USD
20. Tickets
21. Antiques and collectibles
3. DISPUTES & REFUNDS
Contacting the merchant
When using on-site checkout, you should first contact the seller to resolve your issue with a purchase. The seller has two working days to respond to you and attempt to resolve your issue.
When using commerce threads on Nexnex, you can contact a seller up to seven days after payment has been made. The seller has one day (24 hours) to respond to you and attempt to resolve your issue.
Filing a claim with Nexnex
When using on-site checkout, if a seller or individual seller has not responded or resolved your issue after two working days, you can submit a claim for our review on the third working day.
When using commerce threads on Nexnex, if a seller has not responded or resolved your issue after one day, you then have two days (48 hours) to submit a claim for Nexnex to review.
When you file a claim, answer the questions presented and include details regarding your issue within the form. We'll review your claim, including any messages that you and the seller sent to each other, along with supporting documentation from the buyer and the seller. We'll typically respond within 48 hours.
Refunds and returns
If you are requesting a refund, remember to contact the seller within the return period specified in the product listing and follow the seller's instructions for returning the delivered item.
If the seller is unresponsive or is not following their stated Return Policy, you may still be required to provide a valid tracking number of the returned item or other proof of return to us in order to receive a Purchase Protection refund.
If you are returning an item purchased through a commerce thread on Nexnex, remember to contact the seller within the return period specified in the product listing and follow the seller's instructions for returning the delivered item. Nexnex does not facilitate product returns.
LIMITATIONS
When using on-site checkout, you can file a claim for the full price of an item with a purchase price up to USD 1,000 including tax and delivery. You have a lifetime coverage limit of USD 10,000.
You must file a claim within 45 days from the date of delivery of your purchased product, or within 60 days for unauthorised claims. If you never received your item, you must wait two days after the last date of estimated delivery before filing a claim.
When reporting unauthorised purchases, you should notify us immediately so that we can try to protect you from financial loss. You must submit a claim within 60 days after the charge.
You must be in compliance with our terms and policies, including the Community Payments Terms, to be eligible for Purchase Protection.
When using commerce threads on Nexnex, you can file a claim for the full price of an item with a purchase price up to USD 200, including tax and delivery. You have a lifetime coverage limit of USD 700. If you mark an item as received, you cannot file a claim.
You must file a claim within three days (72 hours) from the date of delivery of your purchased product, or within seven days of payment if no delivery date is given. If you never received your item, you must wait two days after the last date of estimated delivery before filing a claim.
You must be in compliance with our terms and policies, to be eligible for Purchase Protection.
RESOLVING AND CLOSING CASES
If we approve a buyer's claim, in some situations, Nexnex may offer a partial refund. Otherwise, the refunded amount will include the full purchase price of the item, tax and delivery fees. Decisions on claims are made at our sole discretion.
For commerce threads on Nexnex (currently only available in Thailand), if we approve a buyer's claim, the buyer is refunded for the full purchase price of the item, including tax and delivery fees. Decisions on claims are made in Nexnex's sole discretion.
In some instances, we may offer a goodwill refund in our sole discretion. Offering a goodwill refund may depend on the purchase history of a buyer, including previously requested refunds and total amount of purchases made.
DENIED CLAIMS
Reasons why your claim could be denied under this policy include:
The item received was the same as described by the merchant in your purchase
The claim was filed due to buyer's remorse
The item was received and the merchant verified the delivery of the product
You disputed the transaction with the bank that issued your credit or debit card
You didn't submit sufficient evidence requested by Nexnex to support your claim
POLICY ABUSE
If you file fraudulent claims for purchases made on Nexnex, we may disable your ability to make payments or take additional action on your account.
