Would you like to return an item, because you realized that maybe you don’t really need it? (Don’t worry: been there, done that.) It’s possible to return an item within 14 days after receiving your order if the item is complete, undamaged, in its original state and packaging, and in case of nutrition (supplements): unopened.
- We want to process your returned item as quickly as possible. In order to do this, we kindly ask you to inform us about the item you returned in one of the following ways:
Log into your account and go to My orders > *Click on the concerning order* > Return item(s). Here you can indicate which item(s) you are returning to us, what the reason for your return is and whether you would like to receive a refund or a replacement item; or
- Fill in our return form and add a physical copy inside of the package you would like to return.
On the outside of the package, please make sure to write the following return address:
3430 VB Nieuwegein
Bring the package with the items you would like to return to a post office and obtain a proof of postage. In (the rare) case your returned item gets lost in transit, you can use the proof to receive a refund or replacement.
The costs for returning an item(s), that is to be found in good working order, are for your own expense. We will only refund the return costs in the following situations:
- I received the wrong item
Our apologies if you have received the wrong item by mistake! In order to resolve this issue as quickly as possible, please return the item in the same condition as you received it within 14 days after receiving the item. In order for your return to be processed as quickly as possible, please log into your NXT Level account in our Webshop and let us know that you are returning an item by going to My orders > *Click on the concerning order* > Return item(s). Please make sure to indicate what the return reason is and whether you would like to receive a refund or a replacement, so we can help you as quickly as possible.
- I received a broken/damaged item
Unfortunately, there is a small chance that you receive a broken/damaged item. We apologize if this happened to you and would like to fix this problem as quickly as possible. Therefore, we politely ask you to contact us directly after noticing that the item you received is broken/damaged. Let us know exactly what the problem is, and we will offer you the best help we can.
- The item I received exceeds its shelf life date
We regret that the item you received exceeds its shelf life date – this was not supposed to happen, so please accept our apology. It would be great if you could contact us directly after finding out. Our customer service is ready to help you.
Refunding returned items
Returned items will be refunded (if you are entitled to a refund) as quickly as possible, and always within 14 working days after receiving the returned items, unless you would like to receive a replacement item. If you returned your whole order, the original delivery costs will be refunded as well. If you only return a part of your order, only the costs for the returned item(s) are refunded to you. Depending on the payment method you used, it can vary how long it takes before you receive the money on your account.
As a consumer, you have the right to receive a decent product, and we want to respect your rights as a consumer fully. Therefore, if you have received a product that is broken, damaged, incomplete, has an expired shelf life date, etc., you have the right to receive a replacement product free of charge. If this has happened to you, we deeply apologize and would like to ask you to contact our customer service as soon as possible. Please not that you don’t have to return the item in the aforementioned case.
We are sorry to hear that you have a complaint about our product(s) or service(s) and would like to apologize for any inconvenience. Please let our customer service know about the complaint by filling in our contact form or by post at:
Customer Service NXT Level
1006 JA Amsterdam