Even if an item is beyond its applicable warranty period or the damage is not covered by the free warranty, we are still willing to provide paid repair or handling advice if parts, materials, and repair conditions allow.
How to Apply for Repair
Please send an email to info@nextpacker.com with the following information:
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Order number, receipt, or other valid proof of purchase
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Product name, color, and purchase date
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Overall photos of the product and clear photos or videos of the damaged area
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Description of the damage, how it occurred, and current country or region
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Contact name and email address
After receiving your information, we will first assess whether the repair is feasible and reply with a solution via email. Customer service hours are 9:00 AM to 6:00 PM Beijing time, and we typically respond within 1 business day.
Cost and Confirmation
Repair costs may include parts, labor, round-trip shipping, customs duties, and other actual expenses. Before formal repair, we will explain the feasible solutions and estimated costs; paid repairs will only proceed after customer confirmation.
Issues related to materials or manufacturing processes covered by the applicable warranty will be handled according to the product's limited warranty policy.
Shipping Items for Repair
Please do not send items on your own before receiving repair confirmation and shipping instructions. The repair recipient address may vary depending on the customer's region and the proposed solution, and we will provide the correct address via email after review. Packages sent without confirmation or returned with freight collect may not be properly received or processed.
Please empty any personal items from the product and perform necessary cleaning before shipping. We recommend using a trackable delivery method and keeping your shipping receipt.
Repair Limitations
Due to product structure, material aging, discontinued parts, hygiene conditions, or cross-border shipping restrictions, some items may not be repairable. There may be reasonable differences in color, material, or parts between the repaired product and the original product.
Request a Repair
To request a repair assessment, please send an email to info@nextpacker.com, including your order number or proof of purchase, overall product photos, photos or videos of the damaged area, a description of the issue, and your current country or region. Please do not return items on your own before receiving repair confirmation and shipping instructions.
Customer Service Hours: 9:00 AM – 6:00 PM Beijing Time
Typical Response Time: 1 business day