Returns & Refunds
Returns &
Refunds
We want every PrepNexa appliance to feel right in your kitchen. If something about your order is not as expected, our customer care team is here to review your request and help you understand the next steps.
Return Process
A clear path from request to resolution.
Keeping the appliance, accessories, packaging and order information together can make the review process smoother. Please wait for instructions from our team before shipping a return.
Contact PrepNexa
Send us your order details and a short explanation of why you would like to request a return or refund.
Share Order Details
Include your order number, the appliance involved and any helpful photos when the product arrived damaged, incorrect or has another visible issue.
Receive Instructions
Our customer care team will review the request and provide the appropriate next steps, including return instructions when applicable.
Return Review
When a return is required, the item is reviewed after receipt before an approved refund is issued to the applicable payment method.
Before You Return
Take a moment to check your appliance.
A quick check of the product, accessories and packaging can help you provide useful details when contacting customer care.
Confirm what arrived.
Compare the appliance and included components with your order information before starting a return request.
Keep parts and accessories together.
Hold on to the appliance, accessories, manuals and available packaging until our team has reviewed your request.
Eligibility
What helps us review a return request.
Return eligibility can depend on the condition of the appliance, the reason for the request and the circumstances of the order. Our team will confirm the applicable instructions for your specific order.
Keep the order together
Whenever possible, keep the appliance and the materials that arrived with it together while your request is being reviewed.
- The appliance and included components
- Original accessories and manuals
- Available product packaging
- Your order number or proof of purchase
Tell us what happened
Clear information helps our customer care team understand the situation and determine the appropriate resolution.
- Briefly explain the reason for your request
- Identify the affected appliance
- Include photos for visible damage when helpful
- Do not ship an item until instructions are provided
Condition matters
The condition of a returned appliance and its included components may be considered as part of the return review.
- Protect the appliance from additional damage
- Keep included parts with the main product
- Package approved returns carefully
- Follow the return instructions supplied by support
Each request is reviewed
Different order circumstances can require different next steps, so please contact us instead of assuming an item should be sent directly to our business address.
- Contact support before arranging shipment
- Wait for the applicable return instructions
- Use the information supplied for your order
- Keep relevant shipment records when returning an item
Order Issues
Damaged, incorrect or unexpected?
If your order arrives with visible shipping damage, the wrong appliance or another issue, contact us with the order details so our team can review it.
Document visible damage.
Photos of the appliance, packaging and visible damage can help us understand what happened during delivery. Please keep the packaging while your request is under review whenever reasonably possible.
Include your order number and describe the affected part of the appliance when contacting customer care.
Let us compare the order.
If the product you received does not match what you ordered, contact our team with your order information and details of the item that arrived.
Please wait for support instructions before arranging any return shipment so the order can be handled correctly.
Refunds
How approved refunds are handled.
When a refund is approved, we will process it to the applicable original payment method. Financial institutions and payment providers may require additional time before the credit appears on your account.
Returned items are reviewed.
When your resolution requires an item to be sent back, the returned appliance and included components may be reviewed after receipt.
We will use the details of your approved return request when determining the completion of the refund process.
Posting times can vary.
After an approved refund has been submitted, the time required for the credit to appear can vary depending on your bank, card issuer or other payment provider.
If you have received confirmation from us but do not yet see the credit, your payment provider may be able to provide additional processing information.
Helpful Answers
Returns & refunds FAQ.
A few practical answers before you contact our customer care team.
How do I start a return request?
Should I send my appliance directly to the PrepNexa address?
What information should I include with my request?
What if my appliance arrived damaged?
What if I received the wrong product?
How will an approved refund be issued?
Can I ask about a different replacement or resolution?
Need help with an order?
Send us your order information and tell us what happened. Our team can review your request and provide the next steps for your specific order.