We take great pride in our goods and packaging, so we certainly hope that you never receive a faulty product from us. If, on the rare occasion, this does occur, your brand-new NXT Journey product is guaranteed against defects in materials and workmanship for a 2-year period.
Our guarantee does not cover damages that result from misuse or abuse of the product. It does not cover normal wear and tear or damages such as abrasion, scratches or fading. The guarantee also does not cover incidental or consequential damages, such as damage to, or loss of, the contents of a bag, loss of use, loss of time, or similar expenses.
Please contact customer service on 1300 845 771 or e-mail admin(@)nxtjourney.com.au to let us know what the issue is. We will make the call whether to arrange a return of the product or not. At a minimum, we will request some photos so we can get an understanding of what has occurred.
Like to return an item? We’ve got you covered.
We understand that buying a bag online is convenient, however it doesn’t give you the chance to have a ‘touch and feel moment’ to make sure the bag is going to suit your needs. We’re devoted to helping you find your perfect bag match, which is why you may return the items bought online within 90 days* of purchase for a full refund or exchange. (The refund amount you will receive is for your item/s and does not include the original postage charges.)
*We are unable to offer a free return, or exchange for custom printed bags.
Our “No Hassles” Returns Guarantee includes a pre-paid return option that’s free the first time you use it.*
*Our First Return Free offer is available for Australian residents.
You can choose for your return to be processed as a refund, an exchange, or a credit note. A credit note is when your refund amount is saved onto a voucher that you can use at your leisure, any time in the following 12 months.
You then have the option of printing a $12.95 pre-paid postage label to attach to the parcel you’re returning. This postage label is available for Australian orders. The pre-paid label is free the first time you use it!
When you choose the $12.95 Pre-Paid Return Option, it means that the flat rate of $12.95 will be deducted from your refund total or exchange amount (other than the first time you want to return something). This is usually the most cost-effective way for you to return any item/s to us. In fact, the return will cost NXT Journey no less than $15 for eastern states and up to $25 from the west.
We will generate a postage label for you to print and stick onto your parcel.
You will need access to a printer to print it out. Once the label is attached, your final step is to take it to your nearest Australia Post facility.
You can also choose to handle the postage yourself, which will mean you need to address your return to:
NXT Journey Pty Ltd
PO BOX 607
COOTAMUNDRA NSW 2590
We can’t take responsibility for goods that are lost in transit – so if you choose not to use the pre-paid label, which includes a tracking number, we recommend returning goods via registered mail to ensure their safety.
We have a 90 Day No Hassle returns policy on everything at NXT Journey, excluding custom printed bags. When returning an item, the item must not of been used. All labels must be attached. It needs to be in its original plastic polybag. We also ask that extreme care is taken to protect the bag when posting.
Once we receive the item, we will access if it is in an acceptable condition.
All our shipping is completed by Australia Post. You have two shipping choices when purchasing our products.