Return and Refund Policy
This Return and Refund Policy govern the relationship between Nexacarry and our customers in the Hong Kong Special Administrative Region. Our objective is to ensure a transparent, fair, and efficient process for addressing any issues that may arise with your handbag purchase.
By placing an order on our platform, you agree to the procedures outlined below.
Eligibility and Timeframe
Nexacarry provides a 30-day window for returns, which begins the moment your order is successfully delivered to your doorstep. This period is specifically designed to address instances where the item received is physically damaged or does not match the specifications of your order.
Because we operate exclusively within Hong Kong, all return requests and pickups must originate from a valid Hong Kong address.
Specific Exclusions
To maintain our operational efficiency and offer a seamless experience for all, we do not accept returns, exchanges, or refund requests resulting from a change of mind. We encourage all visitors to review their selections thoroughly before finalizing an order.
Once a purchase is confirmed and the item is dispatched to our logistics partners, the transaction is considered binding unless the item arrives in a compromised state.
Reporting an Issue
If you receive a handbag that is damaged or incorrect, please notify our support team by sending an email to support@nexacarry.com. To help us process your request efficiently, please include your order number and a clear description of the issue.
Our team is available from 9:00 AM to 5:00 PM HKT, Monday through Friday, to assist you with the necessary steps.
Pickup and Logistics
Once your request is acknowledged, Nexacarry will coordinate a pickup of the item from your delivery address. We take full responsibility for the logistics of these specific returns; therefore, we do not apply any shipping fees or collection charges for damaged or incorrect items. Additionally, we do not impose any restocking fees, ensuring that the return process does not result in any unexpected costs for you.
Inspection and Resolution
Upon the return of the handbag to our facility, our team conducts a thorough assessment of its condition. This inspection process is completed within 24 hours of the item’s arrival. Following the assessment, we will proceed with one of the following resolutions:
- Replacement: If the item is in stock, we will arrange for a replacement to be sent to you.
- Refund: If a replacement is unavailable or the damage is beyond a simple fix, we will initiate a full refund of the amount paid during the delivery.
Refund Mechanism and Timelines
As Nexacarry operates on a Cash on Delivery (COD) basis, we do not have access to your bank details at the time of purchase. Should a refund be required, we will contact you via email to securely obtain your bank account information. Once we receive these details, the refund is initiated via bank transfer.
Please note that the time it takes for the funds to appear in your account typically ranges from 5 to 6 business days. This duration is subject to the processing speeds and policies of your specific banking institution.
Compliance and Privacy
In accordance with the Personal Data (Privacy) Ordinance (PDPO) of Hong Kong, any personal or banking information shared during the refund process is handled with the highest level of confidentiality.
We use this data solely for the purpose of completing the transfer and do not retain it longer than necessary for our accounting and legal obligations. Our practices are designed to meet all regional regulations and international digital standards, ensuring your data remains protected.
Company Name: Nexacarry
Contact Email: support@nexacarry.com
Working Hours: Monday to Friday, 9:00 AM – 5:00 PM, HKT