Refund policy

NextGen Provisions is a trading name of The Best Way Digital Limited. This policy explains how to cancel an order, return an item and get a refund. It does not affect your statutory rights as a consumer.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order for any reason within 14 days of the day you receive it. You do not need to give us a reason.

How to return an item

• Before sending anything back, please email us at nextgenprovisionsuk@gmail.com with your order number. We will reply with the return address. Please do not send items back without contacting us first, as our goods are shipped from overseas suppliers and the return address may differ from where your order came from.
• Items should be returned unused and in their original condition and packaging within 14 days of telling us you wish to cancel.
• Unless the item is faulty or we sent you the wrong item, you are responsible for the cost of return postage. We recommend using a tracked service, as we cannot be responsible for items lost in transit on the way back to us.

Refunds

• Once we receive your return, we will refund you within 14 days, back to your original payment method.
• If you cancel within the 14-day period, we will also refund the standard delivery charge you paid for the original order.
• We may reduce your refund to reflect any loss in value if an item has been used or handled more than was necessary to inspect it.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your item is faulty or we sent you the wrong item, you are entitled to a full refund or a replacement, including any postage costs.

If an item arrives damaged, please email us within 7 days of delivery with your order number and photos of the damage and the packaging, so we can put things right quickly. This does not limit your statutory rights for faults that become apparent later.

Exceptions

• Personalised items (for example, initial stockings) are made to your specification, so they cannot be returned unless they are faulty or incorrect.
• Hygiene items such as socks can only be returned if they are unopened and still in their original sealed packaging, unless they are faulty.

Contact us

For any questions about returns or refunds, please email nextgenprovisionsuk@gmail.com with your order number. We aim to reply within 1–2 working days.