Refund policy

Nex Million-Mile Care Program (Return, Trade-In, Warranty and Refund Policy)

Updated Date: Jan. 10th, 2026

Welcome to the Million-Mile Care Program by Nex.

Our products are built to accompany you on life’s journeys, designed to last a lifetime and beyond. With the Million-Mile Care Program, we extend the values of quality, sustainability, and durability that define Nex. The program consists of three key components: our return policy, trade-in program, and industry-leading warranty coverage, as outlined below.

1. Return Policy

At Nex, we believe in the quality of our products and want you to feel confident in your purchase. If you are not completely satisfied with your purchase, we offer a straightforward return process:

• Eligibility Items: All products are eligible for returns.

• Eligibility Window: Items can be returned within 14 days from the date of delivery. All items must be unused, in their original packaging, and with all tags attached.

• Condition: Products should be in new, unused condition, including all accessories, storage packages, and labels. Any returns that do not meet this condition may not be eligible for a full refund.

• Restocking Fee: A 10% restocking fee will be applied to all returns. This means your full refund will be 90% of the original purchase price.

• Return Shipping: Return shipping fees are covered by Nex domestically in the US. International returns are not accepted.

• Shipping fees: If the customer paid for shipping when they originally received the product, shipping fees are non-refundable. This applies to both domestic and international orders.

• Gifted Products: Items that were received as gifts are not eligible for returns under this policy.

• Gift Cards: Items that were purchased using a promotional gift card are only eligible for store credit refund.

• Customers must contact us within the eligibility window.

2. Warranty Policy

Every Nex product is covered by our Limited Lifetime Warranty as part of the Million-Mile Care Program. We stand by the craftsmanship of our products and ensure they are built to last across years of adventures.

• Coverage: Nex warrants to the original retail purchase that Nex-branded luggage will be free from defects in materials and workmanship when used under normal travel conditions for the lifetime of the product (defined below). Covered manufacturer defects include, but are not limited to, failure of: 

• Exclusions: This warranty does not cover damage resulting from: 

• Normal wear and tear – e.g., progressive zipper wear, scratches, scuffs, color abrasion, surface dents, dulling of finish, gradual wheel tread wear, or handle grip discoloration.

• Abuse, misuse, or neglect – including over-packing, dragging behind vehicles, sitting/standing on the case, exposure to extreme temperatures, solvents, or chemicals.

• Transit damage caused by airlines, couriers, or other carriers (claims must be filed with the carrier).

• Unauthorized repairs or modifications.

• Cosmetic damage that does not affect the product’s structural integrity or functional performance.

• Determination of Coverage: Whether an issue qualifies as a manufacturing defect or wear and tear will be determined solely by Nex’s inspection team after the product has been received. If the issue is deemed to be non-warranty (wear and tear), but the condition of the product is still eligible for trade-in, you will have the option to trade it in.

• Encouragement to Trade In: If your product has experienced wear and tear not covered by the warranty, we encourage you to take advantage of our Trade-In Program. Your well-loved products can find a second life through our Nexperience collection, where they are refurbished and appreciated by other travelers.

• How to File a Warranty Claim:

1. Submit a warranty claim through our support page.

2. Provide a description of the defect along with photos or videos of the issue.

3. Upon approval, we will repair or replace the item. If the item is no longer in production, we will offer a replacement of comparable value.

• Repair vs. Replace: Whenever possible, we will repair your product rather than replace it, in line with our commitment to sustainability. Our skilled technicians will restore your item to working condition or provide you with the closest equivalent.

• Warranty Shipping: Shipping costs for warranty claims, both domestic and international, are the responsibility of the customer. This includes shipping the item to us for evaluation and receiving a repaired or replaced product.

• Duration: The warranty remains valid for as long as you are the original owner and does not expire.

3. Shipping Policy

• Customer pays for shipping the product to Nex as well as for Nex to ship products back to the customer.

• Nex provides a forwarding address for shipping returns.

• Customers agree to our return and Shipping Policy: Nex can only evaluate received products as they are. If they are damaged or lost in transit, Nex is not responsible, and refunds will not be issued.

• Incorrect products or those exceeding the return window will be disposed of.

4. Inspection Process

• Visual Examination: Inspectors carefully examine the exterior and interior for any visible damages or signs of wear and tear.

• Functional Assessment: Inspectors test the functionality of components such as zippers, handles, and wheels.

• Accessory Assessment: Inspectors check for all original accessories and components.

• Documentation: Findings are documented with high-resolution photographs and detailed notes.

• Failed Inspection: Customers can choose to have the product shipped back at their expense or recycled for free.

5. Right to Reject Returns, Refunds, Trade-Ins and Warranty

Nex Travel Inc. reserves the right to reject any return, refund, trade-in or warranty request at any time and for any reason, without explanation.

6. Limitation of Liability

Nex Travel Inc. is not liable for any indirect, incidental, or consequential damages arising from the return, refund, trade-in or warranty process. Our liability is limited to the amount of the original purchase price of the returned product.

7. Governing Law

This Return and Refund Policy is governed by and construed in accordance with the laws of Delaware, United States, without regard to its conflict of law principles.

8. Privacy Statement

Customer information collected during the return process will be used solely for processing the return, refund, trade-in or warranty and will be protected in accordance with our Privacy Policy.

9. Modification of Policy

Nex Travel Inc. reserves the right to modify this Return and Refund Policy at any time. Changes may be communicated to customers via email and updated on our website.

10. Acceptance of Terms

By initiating a return or trade-in, the customer agrees to all terms outlined in this Return and Refund Policy.

11. Dealing with Disputes

If the returning product is lost or damaged in transit, Nex Travel Inc. is not responsible for it.

By purchasing from Nex Travel Inc., you agree to this Return and Refund Policy. For any questions or further assistance, please contact our customer service team at support@meetnex.com.

Nex Travel Inc.