Last updated: 17.11.2025
At Neximerce, we want you to feel confident when purchasing from our online store.
This Return & Refund Policy explains your rights and the procedure for returning products purchased through https://neximerce.com.
This policy applies to customers purchasing from Bulgaria, Croatia, Slovakia, Germany, Poland, Austria and Hungary.
Nothing in this policy limits any mandatory consumer rights available to you under applicable European Union or national consumer protection legislation.
1. Right of Withdrawal
If you are a consumer purchasing from within the European Union, you generally have the right to withdraw from your purchase without giving a specific reason within 14 days from the day on which you, or a third party designated by you other than the carrier, receives the goods.
To exercise your right of withdrawal, you must inform us of your decision before the applicable withdrawal period expires.
You may contact us using:
Email: service@neximerce.com | Phone: +359 889 863 565
You may simply send us a clear statement explaining that you wish to withdraw from the purchase and include your order number and the product concerned.
2. Return Period
After notifying us of your withdrawal, you should send the goods back to us without undue delay and, in general, no later than 14 days from the date on which you communicated your decision to withdraw.
The product should be returned using an appropriate shipping method that allows the shipment to be tracked where reasonably possible.
3. Condition of Returned Products
You may inspect the product in the same manner that would normally be permitted in a physical store.
However, you may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
Where possible, please return the product:
- in its original condition;
- with all included accessories;
- with manuals or documentation supplied with the product;
- with its original packaging where reasonably possible.
The absence of original packaging does not automatically remove your statutory consumer rights.
4. Return Shipping Costs
Unless the product is defective, damaged or otherwise does not conform to the contract, the customer is generally responsible for the direct cost of returning the product when exercising the statutory right of withdrawal.
Before returning an item, please contact us so that we can provide the appropriate return instructions.
Email: service@neximerce.com | Phone: +359 889 863 565
If a product is returned because it is defective, damaged or does not conform to the purchase contract, we will handle the matter in accordance with your applicable statutory consumer rights.
5. Refunds
When you validly exercise your right of withdrawal, we will refund the payments received from you, including the applicable standard delivery cost originally paid for the order.
Where the customer selected a more expensive delivery option than the least expensive standard delivery method offered by us, the additional amount may not be refundable to the extent permitted by applicable law.
Refunds will normally be made using the same payment method used for the original transaction, unless another method has been expressly agreed with you.
We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs earlier.
6. Refund Processing Time
Once the return has been received and the applicable conditions have been verified, we will process the refund without undue delay.
The time required for the funds to appear in your account may also depend on your bank, card issuer or payment provider.
7. Defective or Non-Conforming Products
If a product is defective, damaged or does not conform to the contract, you may have statutory remedies under applicable consumer protection legislation.
Depending on the circumstances and applicable law, these remedies may include:
- repair;
- replacement;
- price reduction;
- termination of the contract and refund.
The specific remedy available depends on the nature of the problem and the applicable legal requirements.
These statutory rights apply independently of the voluntary return procedure described in this policy.
8. Products Damaged During Delivery
If your parcel arrives visibly damaged, please contact us as soon as reasonably possible.
We recommend keeping the original packaging and taking photographs of:
- the outer packaging;
- the shipping label;
- the damaged product;
- any visible damage to the packaging.
Please send the relevant information to:
Email: service@neximerce.com | Phone: +359 889 863 565
This information can help us investigate the matter with the shipping carrier.
9. Incorrect or Unwanted Orders
If you have ordered the wrong product or simply change your mind, you may use your applicable statutory right of withdrawal, provided the legal requirements are met.
Please do not send products back without first contacting us, as this may delay the processing of your return.
10. Non-Delivery or Lost Returns
Customers are responsible for ensuring that returned goods are properly packaged and addressed.
We recommend using a tracked delivery service and keeping proof of shipment until the return has been completed.
If a return shipment is lost while being returned, please provide us with the relevant shipping confirmation so that we can assist where possible.
11. Compatibility and Replacement Products
Neximerce may offer compatible replacement parts and accessories designed for use with certain products or equipment.
Before purchasing, customers are responsible for reviewing the product description and compatibility information provided on the relevant product page.
Where a product is returned because it is incompatible with the customer's particular equipment, the return will be handled according to the applicable withdrawal rights and statutory consumer rights.
Nothing in this section limits your legal rights where the product description or compatibility information provided by Neximerce was inaccurate or misleading.
12. Important OEM Disclaimer
Neximerce is an independent online retailer and is not affiliated with, sponsored by or endorsed by the original equipment manufacturers referred to on our website.
Where applicable, our products are compatible replacement parts and are intended to serve as alternatives to original equipment manufacturer products.
Disclaimer: These products are compatible replacement parts and are not manufactured, sponsored, or endorsed by the original equipment manufacturers (OEM).
13. How to Start a Return
To request a return, please contact us before sending the product.
Please provide:
- Order number;
- Full name;
- Product name;
- Reason for return, where applicable;
- Any relevant photographs if the product is damaged or defective.
Email: service@neximerce.com | Phone: +359 889 863 565
We will provide you with the relevant instructions for your particular return.
14. Contact Information
NexCommerce VCC
UIC: 208551491
VAT ID: BG208551491
Registered Office: Republic of Bulgaria, 4000 Plovdiv, Plovdiv Region, Municipality of Plovdiv, Tsentralen District, 59 Iztochen
Email: service@neximerce.com | Phone: +359 889 863 565