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Refund policy

Our Goal

At NextGen, we want you to be fully satisfied with your purchase. We offer convenient 14-day returns on most items, and a structured process for shipping issues (damage, shortages, wrong items, and delivery disputes) so we can resolve problems quickly and fairly.

1) Returns

Return Eligibility

To be eligible for a return, items must be returned in sellable condition with original packaging, including:

  • Original receipt or order number

  • Manuals

  • Parts and accessories

Return Authorization Required: Most returns require a Return Merchandise Authorization (RMA) issued by NextGen. Returns sent without an RMA may be refused or delayed.

Returns by Category

Gift Cards
Gift cards are nonrefundable and nonreturnable.

Coupons

  • If you used a coupon to purchase an item you are returning, the coupon is forfeited at the time of use.

  • If you return any items on an order, the coupon value may be proportionally distributed across items.

  • You’ll be refunded what you paid (original price less prorated coupon discount) and cannot reuse the coupon.

Free Returns**

In most cases, items can be returned for free. Items excluded from free returns include:

  • Items that require Freight or Air Delivery

  • Items over 150 lbs

  • Items shipped outside the continental United States

  • Items ineligible for standard ground shipping

For excluded items, return shipping, accessorial charges (liftgate/inside delivery), and/or restocking may apply.

2) Shipping Issues & Order Discrepancies

Because many orders ship in multiple cartons and may arrive on different days, please review your shipment confirmation, packing slip(s), and tracking links before submitting a claim.

Claim Reporting Windows (from delivery date)

To be eligible for replacement/credit, issues must be reported within these timeframes:

  • Visible Shipping Damage: within 48 hours of delivery

  • Wrong Item (mis-pick): within 5 business days of delivery

  • Shortage / Missing Items in a Box: within 5 business days of delivery

  • Delivered but Not Received (tracking shows Delivered): within 48 hours of the delivery scan

Claims submitted outside these windows may be declined.

Required Documentation

To process a shipping issue claim, we typically require:

  • Order number + shipping address/location identifier

  • Photo of the shipping label on the carton

  • Photo of outer box (all sides if damaged)

  • Photo of packing slip (if included)

  • Photo of the items received laid out

  • For wrong item: photo of the SKU/UPC/barcode on the item received

  • For damage: photos of product damage and internal packaging

Packaging Retention: For damage claims, retain the product and packaging for 7 days after reporting so we can support carrier claims. If packaging is discarded, the claim may be denied.

3) How We Resolve Shipping Issues

A) Wrong Item Shipped

If NextGen shipped the wrong item (mis-pick):

  • We will issue an RMA and provide return instructions (and a label where applicable).

  • Replacement shipment timing depends on item value/size:

    • Standard items: replacement may ship immediately (cross-ship).

    • High-value or oversized items: replacement may ship after the return is scanned in transit or received/verified.

B) Shortage / Missing Items in the Box

If items are missing from a carton:

  • We may verify pick/pack records and shipment details.

  • Approved shortages may be reshipped or credited at NextGen’s discretion.

C) Shipping Damage

If an item arrives damaged:

  • Report within 48 hours and provide required photos.

  • We may replace, credit, or issue return instructions depending on the item and carrier claim requirements.

  • For freight shipments, additional requirements may apply (see Freight below).

D) Missing Package

When carrier tracking shows “Delivered,” we treat the issue as a delivery dispute and may require an investigation before reshipping or crediting—especially for high-value items or repeat incidents.

What we may do:

  • Request confirmation that the location checked receiving areas, manager offices, stockrooms, and with staff who accept deliveries.

  • Open a carrier investigation and request delivery details where available (GPS/scan info, signature, or photo).

  • If the carrier confirms delivery to the correct address, replacement/credit may be denied or may be billable.

Delivery Options for High-Risk Locations: For customers with repeated delivery disputes, NextGen may require one or more of the following (fees may apply):

  • Signature required

  • Hold for pickup at carrier facility

  • Delivery appointment / restricted receiving hours

  • Consolidated delivery to a single receiving point

4) Freight / LTL Shipments (Pallets, Large Items, Oversize)

Freight shipments require stricter receiving procedures:

  • Inspect the shipment at delivery before signing.

  • Note any visible damage or shortages on the delivery receipt/BOL and report to NexGen within 48 hours.

  • If damage is visible and not noted at delivery, the carrier may deny the claim and NextGen may be unable to provide credit/replacement.

  • Non-visible damage should be reported as soon as possible but no later than 10 business days from date of delivery.

For freight claims, NextGen may require:

  • Photos of pallet/crating, shrink wrap, and any damage

  • Copy/photo of signed delivery receipt with notes (if applicable)

5) Refund Methods & Adjustments

Refund Methods

Refunds must be processed to the original method of payment.

  • Returns missing promotional items may have the promotional value deducted.

  • Promotional gift cards cannot be returned; their value will be deducted from refunds where applicable.

Refund Timelines

Refunds are issued once merchandise is returned and processed:

  • Major and prepaid credit cards: 3–5 business days

  • PayPal: 1–3 business days

  • Check: 3–5 business days

  • Net payment terms: Credit will be issued to Account

6) Limits, Abuse Prevention, and Account-Level Review

We carefully monitor returns and shipping issue claims. NextGen reserves the right to limit, decline, or modify return/exchange/shipping-issue resolutions for:

  • Late claims

  • Incomplete documentation

  • Items not retained for inspection (where required)

  • Repeated delivery disputes or high claim frequency by account/location

7) Warranties

Manufacturer Warranties

Some items we sell may include a limited manufacturer warranty. Unless otherwise stated in writing by NextGen, the manufacturer is responsible for warranty coverage, decisions, and approvals, and customers should contact the manufacturer directly to initiate warranty claims.

Manufacturer warranties vary by brand and product and typically:

  • Cover manufacturer defects only

  • Do not cover normal wear and tear, misuse, improper installation, abuse, or accidental damage

  • May require proof of purchase, serial number, photos, and troubleshooting details

  • May include specific requirements for shipping, inspection, and replacement procedures

NextGen-Facilitated Warranty Claims (Select Programs)

Paragon Concession Equipment
Certain Paragon Concession Equipment items may include a limited manufacturer warranty for parts. NextGen may assist with warranty-related coordination for eligible parts coverage in accordance with manufacturer terms.

Hytera Communications
For customers actively enrolled in the NextGen Radio Repair Program, NextGen will facilitate warranty claims between the customer and the manufacturer. Warranty coverage includes:

  • Parts coverage for manufacturer defects

  • Programming related to warranty-eligible manufacturer defects

Warranty facilitation and coverage are subject to manufacturer verification and approval, and may exclude issues such as physical damage, misuse, exposure to liquids, unauthorized modifications, loss/theft, or non-warranty service needs.