Return & change policy

Return and Change Policy

At NEXSOUQ, we strive to ensure that you are completely satisfied with your purchase. If you need to return or change an item, please review our policy below:

Returns

1. Eligibility:
   • Returns are accepted within 2 days from the delivery date.
   • Items must be in their original condition, unused, and in their original packaging.
2. Procedure:
   • Contact our customer support team at nexsouq@gmail.com to initiate a return.
   • Provide your order number and reason for the return.
   • We will provide you with instructions on how to return the item.
3. Refunds:
   • Once we receive and inspect the returned item, we will process a refund to your original payment method.
   • Please allow up to 22 days for the refund to be reflected in your account.
4. Return Shipping Costs:
   • The cost of return shipping is the responsibility of the customer unless the item is defective or incorrect the store take 25% of the returned price 

Changes

1. Eligibility:
   • Changes to your order are accepted within 2 days from the delivery date.
   • Items must be in their original condition, unused, and in their original packaging.
2. Procedure:
   • Contact our customer support team at nexsouq@gmail.com to request a change.
   • Provide your order number and details of the change you wish to make.
   • We will guide you through the process for making the change.
3. Additional Charges:
   • Depending on the nature of the change, additional charges may apply. Our customer support team will inform you if there are any additional costs.
4. Exchange Items:
   • If you wish to exchange an item for a different product, please follow the return procedure and place a new order for the replacement item.

Non-Returnable Items

Please note that the following items generally cannot be returned or exchanged:

Custom or made-to-order furniture

Personalized items (e.g., custom upholstery, monograms)

Mattresses / bed sheets / textiles / pillows 

Final sale or clearance items

Assembled furniture

Display models

Outdoor furniture

Items sold as part of a set

Specialty materials or custom-built pieces

Damaged or Incorrect Items

•All products that need to be hung on the walls are the responsibility of the customer and with his approval.

•In case the customer want to change the delivery date he has to call the company by at least 48 hours before the agreed date and another date to be fixed depending on available times in delivery schedule, and if the customer didn't call, or wasn't present in delivery place or not answering the phone.

•The customer declares that he purchased the items after checking all the necessary measurements of both the product and the space that the product will go in. He ensures that the spaces will accommodate the purchased items.

•The company is not responsible for any consequences for leaving products at the site of delivery "out of the customer's house", if there is not enough space or the inadequacy of the colors or the products couldn't be entered from the main entrances or interior stairs. In case of entering the product(s) by cranes or other tools, this will be at the expense of the customer and his responsibility.

•In the event that the company fails to deliver the goods, the customer is not entitled to claim any compensation and is entitled to a full refund.

•Despite the continuous follow-up of the available products and our constant keenness to provide accurate information about the service and the availability of products on our website (such as prices, out of stock or unavailability, product features, specifications, product images, etc.), nevertheless, errors may occur from time to time, and if your order is not available, we will inform you, and at that time you can refund the value of your order if payment has been made or exchange it for another product.

•We are also keen to ensure that the colors and images of products on the website are as accurate as possible, but the accuracy of the colors and images of products depends on the resolution of your screen (we cannot guarantee an accurate display of any color on your screen). You should read the description of the product.

•The website can not confirm the price and total cost of the product until the payment process is completed online. If a product is listed and invoiced at an incorrect price (or under incorrect information) due to a technical error, we will notify you as soon as possible and give you the option to reaffirm your order at the correct price or cancel this order, and the Site is also entitled to cancel your order and notify you of this cancellation.

•When the invoice is made through the sales team or the website and the invoice is sent on the customer's WhatsApp and the products and quantities are reviewed by the invoice, the customer acknowledges that he has seen the terms and conditions of the website and that he has accepted and agreed to all that is stated therein.

• If you receive a damaged or incorrect item, contact us immediately at nexsouq@gmail.com.
• Provide your order number and details of the issue.
• We will arrange for a replacement or refund and cover the return shipping costs if applicable.

Important Notes

• Please ensure that your return or change request complies with our policy to avoid any delays.
• Items not eligible for return or change include clearance items, personalized items, and items marked as non-returnable.

If you have any questions or need assistance, our customer support team is here to help. Thank you for shopping with NEXSOUQ!