Buy with confidence.
We want every purchase on NXTSZN to be exactly what you expected. Our returns policy is designed to protect you while being fair to sellers, ensuring a trusted marketplace for families buying and selling kids' gear.
Your Protection
NXTSZN Secure Pay securely holds your payment until release, and you confirm the item arrived as described. This means you have time to inspect your purchase before funds are released to the seller. If something isn't right, you can open a dispute and we'll help resolve it fairly.
When You Can Return an Item
You can request a return or refund if the item you received:
When Returns Aren't Accepted
To be fair to sellers, we generally don't accept returns for:
- Change of mind: You simply changed your mind or the item doesn't fit as expected (unless the size was incorrectly listed)
- Minor condition differences: The item has minor wear that was accurately described in the listing
- Items used or damaged after delivery: The item was used, damaged, or modified after you received it
- Late requests: Return requests made more than 7 days after delivery confirmation
- Items confirmed as received: You already confirmed the item arrived as described and funds were released
Exception: If a seller explicitly states they accept returns for change of mind in their listing, you may be able to return the item (subject to seller's terms and return shipping costs).
How to Request a Return or Refund
Act Quickly
If you notice an issue, don't confirm delivery in the app. As long as funds are still in escrow, you can easily open a dispute. You have up to 7 days after delivery to report an issue, but the sooner you do, the easier it is to resolve.
Open a Dispute
Go to your order in the app and open a dispute. Clearly describe the issue and provide photos showing the problem. This helps our team understand what went wrong and resolve it quickly.
We Review
Our support team reviews your dispute, examines the listing details, and communicates with both you and the seller to understand what happened. We aim to resolve disputes within 2-3 business days.
Resolution
If your dispute is approved, we'll either issue a full refund (if funds are still in escrow) or arrange for a return. If a return is required, we'll provide a prepaid return label. Once the seller receives the item back, your refund will be processed.
Refund Process & Timeline
If funds are still in escrow: We can issue an immediate refund. The money will be returned to your original payment method within 5-10 business days.
If funds were already released: We'll work with the seller to arrange a return. Once the seller receives the item back in its original condition, we'll process your refund. This typically takes 7-14 business days from when you ship the return.
What you'll be refunded: You'll receive the full item price. Platform fees are automatically refunded. For approved disputes where the seller is at fault (item not as described, wrong item, damaged, etc.), return shipping costs are covered by the seller.
Return Shipping
For approved disputes (seller's fault): When a dispute is approved because the item was not as described, wrong item, damaged, or unsafe, the seller is responsible for return shipping costs. We'll provide a prepaid return shipping label that the seller pays for. Simply print the label, attach it to the package, and drop it off at the carrier location.
For change of mind returns: If a seller explicitly accepts change of mind returns, you may be responsible for return shipping costs as specified in their listing.
Return the item in original condition: Items must be returned in the same condition you received them, with all original packaging and accessories if applicable. Please don't use the item or remove tags if it came with them.
Track your return: Use the tracking number provided to monitor your return shipment. We'll notify you once the seller receives it and your refund is processed.
For Sellers: How Returns Affect You
As a seller, you're protected too. Returns are only approved when there's a legitimate issue with the item or listing. Here's what you need to know:
- Accurate listings protect you: When you accurately describe condition, size, and any flaws, buyers know what to expect and disputes are less likely
- Funds in escrow: If a dispute is opened before you receive funds, the escrow system protects both parties—buyers get refunds, and you keep the item
- Fair resolution: Our team reviews all disputes carefully. If a buyer's claim isn't valid, you won't be penalized
- Return shipping responsibility: For approved disputes where you're at fault (item not as described, wrong item sent, etc.), you're responsible for return shipping costs. This is standard marketplace practice—sellers pay when the issue is their responsibility
- Item condition matters: If an item is returned in a different condition than when it was sent (used, damaged, or modified), we may adjust the refund amount accordingly
Tips for a Smooth Purchase
Read listings carefully: Check condition descriptions, photos, and size information before purchasing. Ask questions if anything is unclear.
Inspect items promptly: When your item arrives, inspect it right away. Don't confirm delivery until you've checked that everything matches the listing.
Take photos if there's an issue: If something isn't right, take clear photos showing the problem. This helps us resolve disputes quickly and fairly.
Communicate with sellers: If you have concerns, message the seller first through our in-app messaging. Many issues can be resolved directly.
Questions About Returns?
If you have questions about returning an item or need help with a dispute, our support team is here to help. Contact us through the app or visit our contact page for assistance.
Remember: NXTSZN Secure Pay protects your purchase. As long as you haven't confirmed delivery, funds remain in escrow and we can help resolve any issues quickly and fairly.
Ready to shop with confidence? Every purchase is protected by NXTSZN Secure Pay.