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Frequently Asked Questions
For additional questions, please contact us using the live chat window.
If you receive a defective or damaged product, please contact our customer service team immediately via the live chat window with your order number, name, photos and a description of the issue. Our customer success team will help you right away.
You can submit return (trade-in) request via the live chat window.
Disclaimer: The Million-Mile Return Policy applies only to our new luggage products. Nexperience collection products, bags, and accessories have their own specific return policies. Please read the respective return policies for detailed information.
Nexperience is our groundbreaking program that allows you to trade in your pre-loved Nex luggage. We refurbish it, giving each piece a new lease on life with a new owner, while you earn credit towards your next purchase. Discover more about how to trade in and be a part of this sustainable journey.
We created the world's very first Million Mile Return policy to embody our commitment to sustainable travel. When you purchase Nex luggage, it’s designed to accompany you on countless journeys, forever. Once you're ready for a new piece, simply return the luggage, and we'll evaluate to provide credits towards a new purchase. The returned luggage is then refurbished and resold, continuing its story with a new traveler. This initiative supports our mission to preserve the planet for exploration and ensures that every journey leaves a positive impact on the world.
We're achieving 100% carbon neutral by 2035
Nex is fundamentally committed to sustainability, integrating it into every facet of our brand—from product design to travel experiences, ensuring that every journey positively impacts the world and embodies our mission to preserve the planet for you to explore.