Consumer guarantees
Where the Australian Consumer Law applies, goods must meet applicable consumer guarantees. Depending on the circumstances, a failure may entitle the customer to a repair, replacement, refund, cancellation or compensation. This policy operates in addition to those rights.
Reporting a problem
Email B.h@nexpep.org with the reference number, description of the issue and clear photographs of the parcel, label and contents where relevant. Keep the goods and packaging until instructions are provided. Do not return materials without written directions.
Assessment
Nexpep may request reasonable evidence and inspect returned goods to assess an incorrect item, transit damage, defect or description issue. If a remedy is required by law, it will be provided without imposing conditions that unlawfully restrict consumer rights.
Change of mind
An enquiry can be withdrawn before it is accepted. Any discretionary change-of-mind return after acceptance would require prior written approval and may be unavailable for sealed, controlled, temperature-sensitive or contamination-sensitive materials, except where legal rights apply.