Return Policy

Non-Returnable Items

Due to health, safety, and regulatory requirements, the following items are final sale and cannot be returned once delivery has been accepted:

• All tobacco products (cigarettes, cigars, wraps, chewing tobacco, etc.)
• All vape and e-cigarette products and accessories
• All nicotine-related products (pouches, patches, etc.)
• Perishable grocery items
• Hot food and prepared items from our Kitchen Partners (see below)

This policy exists to prevent the resale of regulated goods and to comply with Delaware and federal regulations. By completing your purchase, you acknowledge and agree that these items are non-returnable.

Returns

You may request a return of eligible unopened/unused products within 7 days of delivery, from the order in the Orders section of the app. We do not offer mail-back or courier pickup for returns — eligible items must be dropped off in person at our store within 7 days of requesting the return. Please bring the item in its original packaging along with your order number.

A return request that isn't dropped off at the store within 7 days is automatically cancelled, and the order reverts to its normal delivered status. You're welcome to submit a new return request if you're still within the original 7-day return window from delivery.

If the return is a result of our error (e.g., you received an incorrect or defective product), you will receive a full refund for the item once we've received and confirmed it at the store.

Age-Restricted Products — No Returns

All sales of age-restricted products are final. Tobacco products, vaping products, vape accessories, wraps, and any other item sold as age-restricted on the NxtGen Mart platform cannot be returned, exchanged, or refunded under any circumstances, except in the case of a verified NxtGen Mart fulfillment error (e.g., we sent you the wrong item entirely).

This policy applies regardless of whether the product has been opened. The no-return rule for tobacco and vaping products exists because:

• Delaware and federal regulations prohibit the resale of returned tobacco or vaping products once they have left our custody.
• We cannot verify the integrity or tamper status of returned age-restricted items.
• By placing an order containing age-restricted items, you acknowledged at checkout that the sale is final.

If you believe there has been a fulfillment error with an age-restricted item, please contact us at support@nxtgenmart.com within 48 hours of delivery with a description and photograph of the issue. We will review each case individually.

Failed Delivery — Age-Restricted Items

If our driver is unable to complete delivery of age-restricted items because the recipient could not provide a valid government-issued photo ID confirming they are 21 or older, the items will be returned to our store. No refund will be issued for items that cannot be delivered due to an ID check failure. This policy exists because the cost of the delivery attempt and the compliance obligation have been incurred.

Non-restricted items in the same order that were successfully delivered are not eligible for a refund on this basis alone.

Exchanges

If your item is incorrect, defective, or damaged upon arrival, we will exchange your item at no additional cost to you. For age-restricted products, exchanges are available only for verified fulfillment errors and are subject to the same age-verification and delivery requirements as the original order.

Refunds

Once your return is dropped off at our store and confirmed (or your refund request is otherwise approved — e.g., a cancelled order or a resolved support ticket), we issue the refund to your original payment method right away. From there, your bank or card issuer typically takes 5 to 10 business days to post the funds to your account — this final step is outside our control.

If a coupon, wallet balance, or loyalty points were applied to the refunded order, those are restored to your account at the same time. Loyalty points already earned on the order are not clawed back on a return or refund.

If you do not see your refund after 10 business days of receiving our confirmation, please contact us at support@nxtgenmart.com. We will do everything in our power to resolve the issue promptly.

Food & Kitchen Marketplace Orders

Food items are prepared fresh to order by our independent Kitchen Partners and are non-returnable once delivered — they can't be resold or donated the way a shelf-stable item can.

If a food item is missing, incorrect, or arrives in an unacceptable condition, contact us at support@nxtgenmart.com within 24 hours of delivery with a description (and photo, if possible) of the issue. We'll work with the Kitchen Partner to resolve it, which may include a refund for the affected item(s) at our discretion.

A multi-kitchen service fee, when charged, is paid directly to your driver for completing the delivery and is not refundable once the delivery is complete, even if a return or partial refund is later issued for an item in the same order.

Contact Us

For all return and refund inquiries, please contact: Next Generation Mart 1114 Ogletown Rd Ste B, Newark, DE 19711 Email: support@nxtgenmart.com Phone: +1-302-294-6979