Return & Refund Policy

We accept returns only under the following conditions:

  1. Defective Products: Items that fail to operate due to manufacturing faults.
  2. Damaged Products: Items damaged during transit.
  3. Missing Products: Items listed on the packing slip but missing from the shipment.

We do not accept returns for “change of mind” or incompatibility issues resulting from user error (e.g., mismatched voltage).

Timeframe for Returns

You must initiate a return inquiry within 5 business days of the product being delivered to your address. Inquiries made after this window will not be accepted.

Client’s Name
Your Email
Order number
Products you want to return
Reason you want refund (choose all that applies)



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Mandatory Evidence

To process a return for a damaged or defective item, you must provide the following when contacting our support team (we will ask you for these evidences via email):

  • Proof of Purchase: Order number or receipt.
  • Visual Evidence: Clear photos and/or videos showing the damage or defect. For technical defects, a video demonstrating the failure is required.

Return Process

  1. Contact Support: Complete the return form from above and/or email our support team immediately upon discovering the issue.
  2. Review: Our technical team will ask later via email and review your evidence to verify the defect or damage.
  3. Authorization: If approved, we will provide instructions for returning the item.
  4. Inspection: Once received at our warehouse, the item undergoes a final technical inspection.
  5. Refund: After approval, we’ll refund your money.

Refunds

If the return is successful and verified by our warehouse team, we will issue a full refund to your original payment method. Please allow standard bank processing times for the funds to appear in your account.

Technical & Safety Disclaimer

Please ensure you have verified your system compatibility before purchase.

Compatibility Check: Always verify voltage matching (e.g., 48V vs. 12V) before connecting components. Nextum is not responsible for damage caused by mismatched inverters, controllers, or batteries. Returns will be rejected if damage is determined to be caused by improper installation or voltage mismatch.

Non-Returnable Items

Some items are not eligible for a return. We cannot accept returns on products that have been used, modified, or installed in any way. Also, certain items, such as special or custom-ordered products, cannot be returned. We recommend you double-check the product description before you buy, just to be sure.

Special Considerations for Damaged or Defective Items

If a product arrives damaged or appears to be defective, please let us know right away. We need to handle these situations promptly.

What to Do

If you receive a damaged or defective item, you should contact our customer support team within 5 business days of receiving your order. Please provide photos of the damage and a description of the issue. This helps us to quickly assess the problem and get a solution started for you.

Replacements or Refunds

Once we confirm the item is defective or damaged, we will offer you a choice. We can either send you a replacement item at no additional cost to you, or we can issue a full refund. We’ll even provide a return shipping label, so you don’t have to worry about that.

Contact Us

If you have any questions about our Refund and Returns Policy, please don’t hesitate to reach out. Our customer support team is always ready to help you with any concerns you may have. We’re here to ensure your satisfaction, after all.

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