Refund & Returns
This page explains our general consumer returns approach for orders placed through the Next Buy retail brand
(nbuy.eu) and applicable marketplace orders.
If you placed your order via a marketplace, the marketplace return flow and deadlines may apply in addition to this policy.
1. Consumer right of withdrawal (B2C)
Consumers may withdraw from a distance purchase within 14 days from delivery, in accordance with applicable EU consumer law,
unless an exception applies.
2. Condition of returned items
- Items should be returned with original accessories and packaging where possible.
- You may inspect the product to the extent necessary to determine its nature and functioning.
- Where permitted by law, refunds may be reduced for diminished value caused by handling beyond necessary inspection.
3. Return shipping costs
- For non-defective returns (withdrawal), return shipping costs are borne by the customer, unless the sales channel rules require otherwise.
- If the product is confirmed defective, damaged in transit, or non-conforming, we cover return shipping (or provide a solution) in line with the applicable case.
4. How to request a return
- Email contact@nextgendistribution.bg and include your order reference (order number, invoice number, or marketplace order ID).
- For delivery damage or incorrect items, include clear photos of the parcel, label, and the item.
- We will confirm the next steps and provide the return address based on your location and case.
5. Refund timing
Refunds (where applicable) are processed after the return is received and inspected, or earlier where required by mandatory law.
Refunds are issued to the original payment method used on the relevant sales channel.
6. Exclusions and non-returnable items
Certain items may be excluded from return rights where permitted by law (for example: sealed hygiene items once unsealed, or consumables).
If you are unsure, contact support before sending anything back.
7. Contact
