Refund policy

Last updated: 30 October 2026

We want you to love your NexCarry order. This policy explains how returns, cancellations and refunds work. It does not limit any rights you have under South African law, including the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).

Changed your mind? 7-day cancellation

Because you bought online, you can cancel your order and return the products within 7 days of receiving them, for any reason.

Products should be unused, in the same condition you received them, and in their original packaging where possible.
You pay only the direct cost of sending the products back to us.
If you return a suitcase that came with free Summer Sale gifts, please return the gifts with it. If the gifts are not returned, we may deduct their normal selling price from your refund.
We refund you within 30 days of your cancellation, and usually much sooner once the return reaches us.

Faulty or defective products

If a product is defective, unsafe or not what you ordered, you can return it within 6 months of delivery. You choose whether we repair it, replace it or refund you. We cover the cost of returning a faulty product.

This does not cover normal wear and tear, misuse, or damage caused after delivery (for example, overloading the suitcase or airline handling damage).

Damaged in delivery or wrong item

If your parcel arrives damaged or you received the wrong item, please email us as soon as possible with your order number and photos of the parcel and product. We will send a replacement or refund you, at no cost to you.

How to start a return

Email nexcarryinfo@gmail.com with your order number, the product(s) you want to return and the reason.
We will reply with the return address and instructions. Please do not send products back before contacting us, as returns sent without instructions may be delayed.
Pack the products securely and keep proof of postage until your refund is complete.

Refunds

Refunds go back to your original payment method. Once we have processed your refund, your bank may take a few business days to show it. Free delivery promotions are not deducted from refunds.