Support Policy Page

Effective Date: 01 July 2026

At Nextedge Shop, operated by Nextedge Innovation Private Limited, we are committed to providing our customers with a smooth and reliable shopping experience. Our Customer Support Team is available to assist you with questions, concerns, and issues related to our products, orders, payments, shipping, returns, replacements, refunds, and other services available through our Website.

1. CUSTOMER SUPPORT

Our Customer Support Team can assist you with:

• Product-related queries.
• Product availability and information.
• Size and product-related assistance.
• Order status and order-related queries.
• Payment-related issues.
• Shipping and delivery queries.
• Order tracking assistance.
• Cancellation requests.
• Return requests.
• Replacement requests.
• Refund-related queries.
• Damaged or defective product complaints.
• Incorrect or missing product complaints.
• Account-related issues.
• Website-related issues.
• Other concerns related to your purchase or use of our Website.

2. HOW TO CONTACT US

For any questions, concerns, complaints, or assistance, you may contact our Customer Support Team using the following details:

Nextedge Innovation Private Limited

Brand: Nextedge Shop

Website: nextedgemart.in

Address: OFFICE NO. 712, FLOOR NO. 7, JAINA TOWER 1, DISTRICT CENTRE, JANAKPURI, NEW DELHI - 110058

Email: info@nextedgemart.in

Mobile: +91-8920252003

3. CUSTOMER SUPPORT HOURS

Our Customer Support Team is available during our regular business hours.

Support Hours: Monday to Saturday

Time: 10:00 AM to 6:00 PM

Weekly Holiday: Sunday and public holidays

Messages received outside our regular support hours will be addressed on the next available business day.

Support hours may be changed during public holidays or due to unforeseen circumstances.

4. ORDER SUPPORT

When contacting us regarding an order, please provide the following information wherever applicable:

• Order number.
• Customer name.
• Registered mobile number.
• Registered email address.
• Product name.
• Date of order.
• Description of your concern.

Providing accurate information will help us identify your order and resolve your request more efficiently.

5. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

If you receive a product that is:

• Damaged.
• Defective.
• Incorrect.
• Different from the product ordered.
• Missing from your order.

please contact our Customer Support Team as soon as possible after delivery.

We may request photographs, videos, packaging details, or other information to verify the issue.

After verification, we may provide an appropriate resolution, which may include:

• Replacement.
• Exchange.
• Refund.
• Other applicable resolution.

The resolution will be provided in accordance with our Return, Replacement & Refund Policy and applicable law.

6. RETURNS AND REPLACEMENTS

Customers who wish to return or replace an eligible product must contact our Customer Support Team before sending the product back.

Customers should not send any product to us without receiving the applicable return or replacement instructions.

Return and replacement requests are subject to the conditions and timelines mentioned in our Return, Replacement & Refund Policy.

7. REFUND SUPPORT

If you have an approved refund, our Customer Support Team can assist you with information regarding the refund status.

Refunds are generally processed through the applicable original payment method.

Once a refund has been initiated by us, the time required for the amount to appear in your account may depend on your bank, payment gateway, card issuer, or other payment service provider.

8. SHIPPING AND DELIVERY SUPPORT

For shipping and delivery-related concerns, customers may contact us with their order number.

We may assist with:

• Order dispatch status.
• Shipment tracking information.
• Delivery status.
• Delayed deliveries.
• Failed delivery attempts.
• Other delivery-related concerns.

Delivery timelines may vary depending on the delivery location, courier partner, weather conditions, public holidays, and other circumstances beyond our reasonable control.

9. PAYMENT SUPPORT

If you experience an issue while making a payment, please contact our Customer Support Team with your order details.

Payment-related issues may include:

• Payment failure.
• Payment deducted but order not confirmed.
• Duplicate payment.
• Payment status not updated.
• Other transaction-related concerns.

For security reasons, customers should never share their complete card number, CVV, PIN, password, OTP, or other confidential payment credentials with our support team or any third party.

10. GRIEVANCE REDRESSAL

We aim to address customer concerns fairly and within a reasonable timeframe.

If your concern is not resolved through regular Customer Support, you may escalate the matter by contacting us at:

Email: info@nextedgemart.in

Mobile: +91-8920252003

When submitting a grievance, please include:

• Your name.
• Order number, if applicable.
• Registered email address or mobile number.
• Details of the complaint.
• Relevant supporting documents or photographs, if applicable.

We will review the complaint and take appropriate steps to resolve the matter in accordance with our policies and applicable law.

11. SUPPORT COMMUNICATION

When you contact us, we may use the information you provide to:

• Verify your identity.
• Locate your order.
• Investigate your concern.
• Communicate updates.
• Resolve your complaint or request.
• Maintain records of customer support interactions.

Your personal information will be handled in accordance with our Privacy Policy.

12. CUSTOMER RESPONSIBILITIES

To help us provide effective support, customers are requested to:

• Provide accurate and complete information.
• Provide the correct order number.
• Use the registered email address or mobile number wherever possible.
• Provide clear details about the issue.
• Provide photographs or videos when requested for verification.
• Follow return and replacement instructions provided by our Customer Support Team.

Customers should not share confidential payment information, including OTPs, passwords, PINs, or CVV numbers, with anyone claiming to represent Nextedge Shop.

13. FRAUD AND SECURITY WARNING

Nextedge Shop will never ask customers to share:

• OTP.
• UPI PIN.
• ATM PIN.
• Credit or debit card PIN.
• CVV.
• Internet banking password.
• Account password.

Customers should be cautious of fraudulent calls, messages, emails, or links pretending to represent Nextedge Shop.

If you receive any suspicious communication claiming to be from us, please contact us through our official contact details listed on this page.

14. CHANGES TO THIS SUPPORT POLICY

We may update or modify this Support Policy from time to time to reflect changes in our business operations, customer support procedures, services, or applicable laws.

Any updated version of this policy will be published on this page with a revised effective or updated date.

15. CONTACT US

For any customer support requests, questions, complaints, or assistance, please contact:

Nextedge Innovation Private Limited

Brand: Nextedge Shop

Website: nextedgemart.in

Address: OFFICE NO. 712, FLOOR NO. 7,JAINA TOWER 1, DISTRICT CENTRE,JANAKPURI, NEW DELHI - 110058

Email: info@nextedgemart.in

Mobile: +91-8920252003