refund policy
This Refund Policy ("Policy") sets forth the terms and conditions between Nexstem India Pvt. Ltd. ("Nexstem," "we," "us," or "our") and you ("you" or "user") regarding your purchase of Nexstem products and services. By purchasing any Nexstem product or service, you agree to be bound by this Policy.
Software Subscription:
Nexstem does not offer refunds for annual subscriptions on the Nexstem software ecosystem. Once a subscription is purchased, it is non-refundable.
Your subscription will automatically renew as stated in your order summary. Your next bill date is displayed on your subscription settings to avoid any surprises. You can cancel your future recurring subscription billings at any time before your next bill date (we do not offer refunds if you have been already billed*).
Annual Subscribers, Prepaid: If you decide to cancel at any time in the middle of your subscription period, you will continue to receive the rest of your prepaid subscription until it runs out, and it will not renew again.
Hardware:
Nexstem offers a return policy for hardware devices, subject to the following conditions:
- Return Period: You may return a hardware device (including accessories) within 30 days of receiving the product. We only accept returns sent to us within 30 days after the order has been delivered to you, or within 15 days for the Dead On Arrival product.
- Acceptable Reasons for Return:
- Dead on Arrival (DOA): If the hardware device exhibits symptoms of a hardware failure, preventing basic operations upon initial use after opening the box. If you believe that your product is DOA, please Contact Support immediately. Nexstem’s Technical Support will determine whether the product is DOA.
- Physical Damage: If the hardware device arrives with physical damage that renders it non-usable.
- Other Reasons: Any other reason that makes the device non-usable or unfit for its intended purpose.
- Replacement or Refund: Upon verification of an acceptable reason for return, Nexstem will offer either:
- Replacement: Nexstem will ship another device of the same model at our expense. We will also arrange for the return pick-up of the damaged or non-usable device.
- Refund: If a replacement is not feasible, Nexstem will issue a full refund for the returned hardware device.
Return Process:
To initiate a return for a hardware device, please follow these steps:
- Contact Support: Submit a support ticket through our website or contact our support team via email, providing the following information:
- Order Number and Serial Number of the device.
- Clear photo or video of the damaged or defective product and the shipping packaging.
- Obtain RMA Number: Nexstem will provide a Return Material Authorization (RMA) number for the return. Returns without an RMA number will not be accepted.
- Return Shipment: Pack the product securely to prevent damage during transit. Ship the product to our designated return address, with the RMA number clearly marked on the package. Products must be returned in their original condition and packaging with all included parts.
- Verification and Resolution: Upon receipt of the returned product, Nexstem will verify the condition of the device and process the replacement or refund accordingly.
Shipping and Handling:
Shipping and handling charges are non-refundable. Nexstem reserves the right to charge a restocking fee of up to 20% of the purchase price paid for hardware returns, excluding DOA cases.
Warranty:
For warranty claims on hardware products, please refer to our Warranty Policy for detailed information on warranty coverage and procedures.
Contact Us:
If you have any questions or concerns about our Refund Policy, please contact our support team at support@nexstem.ai for assistance.
Thank you for choosing Nexstem.
