This policy explains how return requests are handled for products sold directly by NEXT FRAME.
Return Requests
Return requests must be submitted through our approved contact channels. Include the order reference, product SKU, reason for the request and clear photographs where damage, a wrong item or a defect is reported. Do not send a product until return instructions are provided privately.
Eligibility
Items must be unused, complete, and in original packaging unless the return relates to a verified defect, wrong item, or shipping damage. Accessories, manuals, included parts and promotional items supplied with the product should be returned where applicable.
Eligibility, timing and any mandatory consumer right are assessed under the approved terms and applicable law. Requesting a return does not itself confirm approval.
Damaged, Wrong or Defective Items
Report visible shipping damage or a wrong item promptly with suitable evidence. For a damaged, wrong or verified defective item, NEXT FRAME bears the reasonable approved return-shipping cost and will provide the applicable instructions.
A suspected defect may require troubleshooting, photographs, video or inspection. Do not attempt an unauthorised repair or alteration.
Change-of-Mind Returns
A change-of-mind or customer-preference return may be accepted only where the approved terms permit it and the product remains eligible. The customer may be responsible for the approved return-shipping cost. Free returns are not promised.
Inspection
All returned products are inspected for identity, completeness, condition and the stated reason. Refunds or replacements are processed after inspection. A return authorisation does not predetermine the inspection result.
Refunds and Replacements
Where a return is approved after inspection, the available remedy may be a replacement, refund or another remedy required by applicable law and the applicable policy. A refund is not issued at the doorstep. Processing timing and method will be shown before purchasing is enabled.
Return Shipping Cost
NEXT FRAME bears an approved return-shipping cost for a verified damaged, wrong or defective item. For a change of mind, customer preference, incorrect compatibility choice or another non-defect reason, the customer may bear the return-shipping cost where the approved terms and applicable law allow.
If delivery originally failed because of an incorrect address, unavailable recipient or repeated non-response, re-delivery or return charges may apply.
Non-returnable or Restricted Items
An item may be ineligible where return is prohibited by law, where a hygiene or security seal has been removed, where software or a digital entitlement has been activated, where the item was personalised, or where damage results from misuse or an unauthorised modification. Any restriction will be shown before an order is placed and does not limit mandatory rights.
Products containing regulated batteries, power components or other restricted materials may require special return transport instructions. Never send such an item using an unapproved service.
Contact Channels
Submit a return request through one approved channel:
- Email: hello@nextframe.ae
- Instagram: @nextframegear
Return requests may be categorized as damaged item, wrong item, defective item, change of mind or warranty assessment. Do not send card details, passwords or one-time codes.