| Category | Scenario | Answer |
| Vendor Fault (Reported within 7 Days) | - I received a damaged item and it's clearly the vendor's fault.
| - You may report the issue within 7 days. Once confirmed by the vendor, return shipping is free of charge. The vendor will cover the cost and either replace the item or process a refund. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
- The item I received has a manufacturer defect.
| - Report the issue within 7 days. After vendor assessment and approval, we will arrange a replacement or refund. Return shipping is care of vendor. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
- My item is missing accessories/manuals.
| - Please report missing parts within 7 days. We will either ship the missing items or request a return at no cost to you. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
- I received a used/refurbished item instead of a new one.
| - Report immediately within 7 days. The vendor will assess and replace the item or issue a refund at no cost to you. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
- The vendor confirmed the issue. What’s next?
| - The item will be picked up by our courier. You will be contacted via email / Messenger chat.
|
| Vendor Fault (Reported beyond 7 Days) | - I reported a defect after 7 days.
| - The vendor will assess the issue. If the fault is confirmed, you may return the item, but return shipping is at your own cost. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
- My product developed an issue on the 10th day. Can I return it?
| - It may fall under warranty. The vendor will need to assess. If approved, return shipping is customer’s responsibility. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
- I returned the item late and the vendor rejected it. What happens now?
| - Items reported beyond 7 days may be rejected for return or replacement depending on the vendor's final assessment. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
| Courier Fault | - The item was damaged during delivery.
| - Report the issue within 7 days. We will investigate with the courier. If confirmed, the item will be replaced or refunded, and return shipping is free. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
- My parcel was tampered with upon arrival.
| - Please send photo evidence and report within 7 days. Courier investigations will be initiated. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
| - Kindly report immediately. A courier investigation will be opened. If verified, a replacement or refund will be arranged. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
| Customer Fault or Preference | - I changed my mind. Can I return the item?
| - Returns due to change of mind are only allowed it the item is still in 'Processing' status. Return shipping is shouldered by the customer. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
- I ordered the wrong item.
| - You may request a return within 7 days. Item must be unopened. Shipping fee is care of customer. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
- I want to return a working item that has been used.
| - Used or opened items may not be eligible for return unless defective. Assessment will apply. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
- I received the correct item, but I don’t like it.
| - Unfortunately, we do not accept returns for buyer’s remorse after use. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
| Refund Scenarios | - When will I receive my refund?
| - Please see table below for the refund SLA.
|
- How will my refund be handled?
| - Refunds will be processed back to the same payment method. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
- My refund is delayed. What should I do?
| - Kindly contact support with your order ID. We’ll follow up and provide an update. You can also message us via Messenger chat or email us at customersupport@nextupgrade.ph.
|
