All returns to NEXTSHOPPER must comply with our Fair Use Policy outlined below.

Partial Refunds

Our Fair Use Policy exists to ensure we can continue offering free returns to the vast majority of our customers.

For the small group of customers who consistently take actions that make providing them with free returns unsustainable, we deduct and retain £3.95 per returned parcel from their refund to help cover the cost of getting the goods back to us.

When deciding whether to make this deduction from your future refunds, we apply an objective formula based on your shopping behaviour, taking into account whether you have made particularly excessive returns well beyond the average NEXTSHOPPER customer’s returns, as well as the number and value of orders made by you.

If you fall into this group, you will still enjoy free returns when:

• You keep £40 or more of any order and are a non-Premier customer; or
• You keep £15 or more of any order and are a Premier customer.

If this £3.95 deduction will apply to your future orders and refunds for returns, we will send you an initial e-mail notification. You will also see a message at the checkout and on returns pages, reminding you how much of the order you need to keep to avoid having £3.95 deducted from your refund. If you don’t see these messages, good news! You’ll continue to receive free returns on your orders.

If you’ve placed an order with Klarna or Clearpay, you’ll be paying for your order in regular instalments. If you return an item within 28 days of it being delivered to you, or available for collection, we’ll arrange a refund to you of the relevant amount, with the return charge deducted (if applicable). NEXTSHOPPER has no liability to you for any instalments or additional charges incurred to Klarna or Clearpay, so make sure you pay them off in full!

Using Klarna or Pay Later in 3 with Klarna? Klarna’s Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. For Terms and Conditions, click here. Late fees apply.

Faulty and Incorrect Items

You can continue to make free returns for products that are faulty or where we have sent you a product that you did not order.

If your item has a fault, please return it to us as soon as possible so we can get this sorted for you. Don’t forget to select ‘Faulty/Broken’ when selecting a reason for your return. Unable to create a return or your item is in an unreturnable condition? Please get in touch with our Customer Care team here and provide a photo of the faulty item, we’ll be happy to help.

Worn your favourite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault will not be refunded.

If you received a wrong item, please send it back to us as soon as you can. You’ll need to select ‘Incorrect Item Received’ as the reason for return when creating your return. Find out how to return something here. Some brands have non-UK sizes displayed on products, so to check if you received the right size, please have a look at our size guide.

PLEASE NOTE: If you have selected the category of return incorrectly or falsely, and we determine that the item is the correct item you ordered or does not in fact have a fault (as applicable), we reserve the right to charge you a returns fee.

This section doesn’t affect your statutory rights.

Suspicious Activity

If we suspect fraudulent activity and/or notice any unusual or suspicious activity with your account, we may refuse to issue a refund and suspend your account and any associated accounts.

Such activities include, but are not limited to: complaints relating to unreceived orders, missing items, ordering and returning large quantities – much, much more than even the most loyal NEXTSHOPPER customer would order; unusual patterns of returns activity; if we suspect that someone is not just trying on their items, but wearing them for an extended period of time and then returning them; if we refuse multiple returns from you (see “When we may refuse a refund” below); or items are returned that are worn/used and do not correspond to the original order.

If your account has been deactivated and you need to make a valid return, please see the account closure email we sent you. There you will find information on how to make a valid return. You will be responsible for the costs of returning the goods to us. All returns will be processed as usual once they reach our warehouse.

Please note that we reserve the right to take legal action against you if the items you return do not match those you ordered.

Follow this link to read more about our Returns Policy.

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