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Store Policies

Return Policy
Satisfaction Guaranteed

We want you to be satisfied with your purchases. Our “Satisfaction Guaranteed” return policy means we will either issue a refund or make an equitable price adjustment when merchandise doesn’t live up to your expectations. (See guidelines below)

Your NEX understands the importance of hassle-free returns and pledges to make the process as smooth as possible. Please remember to save your receipt, cartons, packing materials and any enclosed manuals.

Guidelines

Merchandise purchased at a NEX or from myNavyExchange.com can be returned to any NEX store within 45 days of purchase for a refund or even exchange. Diamond jewelry returns may be subject to an IGI appraisal prior to issuing a refund. Exceptions to the 45 day NEX Customer Return Policy are pre-paid cards, such as financial, music, phone and gift cards, which are not returnable. Pre-recorded movies, music, video games, and computer software are returnable in original unopened factory sealed packaging within 45 days. If defective, they may be exchanged for an identical item.

The refund will be processed in the same payment form as the original purchase. A return without a receipt will be issued on an NEX Gift Card at the item’s current NEX price. Refunds made without a receipt can only be made at the NEX’s Customer Service desk.

NEX Low Price Promise Price Matching Policy

The NEX is committed to offering its customers low prices every day. If you happen to find a lower price in a local competitor’s store, ad, or on certain major online sites (see below for qualifying sites), we’ll match the price! Some exclusions apply.

NEX Low Price Promise Price Matching Policy

The NEX is committed to offering its customers low prices every day. If you happen to find a lower price in a local competitor’s store, ad, or on certain major online sites (see below for qualifying sites), we’ll match the price! Some exclusions apply.
Local Store Price Matching (with or without ad)

  • NEX will match any brick-and-mortar retailer’s advertised price, within the local market area, and qualifying e-commerce sites, on any identical, in-stock item for the customer who makes a request.
  • Fourteen-day price guarantee for any item purchased from the NEX and subsequently sold or advertised at a lower price by the NEX, or any local competitor or qualifying e-commerce sites on any identical item for the customer who makes a request.
  • Items must be identical for the customer to receive the lower price.  The merchandise must be the same brand, manufacturer, size, and model number as the item carried by the NEX. Items that are used, refurbished or being liquidated will not be price matched.  For Softlines, an identical item does not have to be the same size or color, as long as it is the same brand and style.  
  • To ensure adequate inventory for all customers, purchase quantity is limited to one per customer, per item, per day.
  • CONUS:  NEXs will offer price matching to brick-and-mortar commercial retailers with e-commerce sites and Amazon Prime.  NEXs will not price match online only e-commerce sites such as Overstock, Wayfair, Hayneedle and Houzz.  NEXs will not price match prices from, or on behalf of, any Marketplace and third-party sellers.  Freight charges (standard shipping rates and any surcharges, if applicable) will not be added to the price match.
  • OCONUS.  NEXs will offer price matching ONLY to the myNavyExchange.com, Amazon Prime and brick-and-mortar commercial retailers with e-commerce sites and local competitors within a 25-mile radius of main store.  Merchandise must be in-stock only. e-commerce retailers with brick-and-mortar stores must be able to ship to APO, FPO, and DPO mailing addresses.
  • The NEX Price Match Policy is relevant to service and retail departments (including tires purchased when combined with installation) with the following exceptions:  fine jewelry, automotive parts, automotive labor and service, gasoline, and special orders.
  • NEXs CONUS and OCONUS will  NOT price match tobacco products to brick-and-mortar locations or to e-commerce sites, and will not price match to other military, Coast Guard, Veterans Canteen Services or Indian Reservation resale facilities.
  • The new NEX price will be exactly the same as the competitor’s price. Scratch card discounts should be taken AFTER all price matches have been applied to the purchase.
  • Prices are matched after any NEX savings coupons (excluding scratch card) have been deducted from original price.  Cash back is not authorized under the NEX Price Match Policy. Manufacturer’s coupons are not valid for purchases at myNavyExchange.com.
  • The NEX will match the shelf pricing on any wholesale club (i.e., Sam’s Club, BJs, Costco) merchandise for an identical item.
  • If a competitor’s advertisement indicates “Limited Quantities,” the NEX will not match the price.
  • The NEX will not match a competitor’s promotion of a free gift card or financial gift card with the purchase of an item.
  • Double and triple coupons, clearance, percent and dollar off items, flea market sales, going out of business sales, and commissary prices are excluded from the NEX Price Match Policy.
  • NEXs will accept other Military Service Exchange scratch-off offers, but will follow the current standard NEX exclusions; alcohol and tobacco discounts will always be excluded.
  • The NEX will not match the price on the purchase of any third-party, prepaid gift cards.
  • The NEX matches competitive buy one/get one (BOGO) offers on identical items carried by the NEX.  Regular or sale price must be shown in the competitive offer.  BOGO free offers are handled as a 50% discount on both items; BOGO 50% off offers are handled as a 50% discount on one item only.  If the BOGO offer includes items at different prices, the discount is applied to the lowest priced item.
  • The NEX matches buy one/get another different item free (or at a discount) offers on identical items carried by the NEX.  Price must be shown in a competitive offer.  The appropriate discount will be applied to the item offered free or discounted.
  • The NEX matches “bundle” offers when the NEX carries all identical items in the bundle offer.  A bundle is defined as several items that need to be purchased together to receive the price stated for these items.
  • Price match challenges for merchandise purchased at mynavyexchange.com must be handled by the e-commerce team.  NEX stores will not process price adjustments for merchandise purchased at mynavyexchange.com.  You can email our Customer Care Center at mynavyexchange@nexweb.org 24 hours a day, 7 days a week.
  • Price matches and adjustments to competitors’ prices will not be allowed for prices valid from Thanksgiving Day through the entire week after Thanksgiving.

14 Day Price Guarantee

  • If you buy a qualifying item at a NEX then find the identical item for less within 14 days in the NEX ad, a local competitor’s ad or at a qualifying on line retailer (Target.com, Amazon.com, Walmart.com, BestBuy.com, ToysRUs.com, BabiesRUs.com), we’ll match the price.
  • Bring in your original NEX store receipt and proof of the current lower price as described above.
  • Apply for a Price Guarantee adjustment at the NEX Customer Service desk.

Layaway

  • Items for which you have received a lower price under the NEX Price Match Policy may be placed on layaway.
  • Items already on layaway also qualify for a price reduction due to a competitor’s lower price or the NEX 14-day price guarantee. You must make the request for the price reduction at the NEX Customer Service desk.

Substitution Policy

We try to have every advertised item in stock. If out-of-stocks occur, we offer a substitute item at a comparable savings. This excludes limited quantity and special-purchase items. If you do not want the substituted item and the original sale item is still available from the manufacturer, we will place a special order for you at the sale price without a special order fee.

NEX Gift Card

Looking for the perfect gift? Your NEX sells gift cards in amounts from $5 to $1500 and has no service fees or expiration dates. You can purchase and redeem NEX Gift Cards at any NEX worldwide.

NEX, AAFES and Marine Corps Gift Cards may be redeemed in any of the three military exchanges worldwide.

Authorized patrons can use NEX Gift Cards to purchase merchandise and services, make layaway payments or place special orders. NEX Gift Cards cannot be used to make payments on your Military Star Card, purchase money orders or make Western Union transactions. NEX concessionaires are unable to accept the NEX Gift Card or take It Home Today accounts.

Layaway Policy

Your NEX still provides you the convenience of a layaway plan, which allows you to place merchandise on layaway for a specific period of time.

Guidelines

A minimum deposit of 10% of the purchase price plus a non-refundable layaway fee is required. Layaway cancellations will incur an additional charge of $5.

  • Clothing, Accessories and Shoes - Up to 45 days with three equal payments required 15 days apart.
  • General Merchandise - Up to 90 days with three equal payments required 30 days apart.
  • Jewelry and Watches - Minimum $500 single item retail price; up to 180 days with six equal payments required 30 days apart.
  • Computers, tablets, IPads, monitors, digital cameras, peripheral computer equipment, software and video games are not permitted on layaway.
  • Check with your local NEX for other specific details relating to layaway. Some NEXs must limit the type or number of items permitted on layaway due to space constraints.

Take It Home Today! Major Purchase Plan

Use it to buy large furniture, major appliances, computers, TVs 27” and up, carpeting/rugs, riding lawn mowers, large exercise equipment, spas, grills, and large outdoor toys. See stores for details and assistance with your application.

Exchange Credit Program

The Military Star Card can be used in Navy, Army/Air Force, Marine Corps and Coast Guard exchanges and the All Services Exchange Catalog and Online store.

Customers can apply for the Military Star Card co-branded card and the Take It Home Today Major Purchase Plan at their local NEX or by calling Exchange Credit Central at 1-877-891-STAR to have an application mailed. Additional Military Star cards can be obtained for authorized users. An authorized user must be a family member of the sponsor and at least 18 years of age with military exchange privileges.

Exchange Credit Central can be reached at:

1-877-891-STAR(7827)
P.O. Box 650410
Dallas TX 75265-0410

Customer Service

Before you go... Let us know. If you have a compliment, question or concern about your store, please let us know by telling a manager. Or fill out a customer comment card located near customer service. Your NEX management will personally answer your questions or address your concern.

Customer Service
Navy Exchange Service Command
3280 Virginia Beach Blvd.
Virginia Beach, VA 23452

CONUS - 1-800-NAV-EXCH (628-3924)
On-line - www.myNavyExchange.com
(Click on Contact Us or Take a Survey- register receipt no longer required)

Coupon Policy

The NEX gladly accepts valid manufacturer’s coupons and NEX coupons for the item featured on the coupon subject to its terms and conditions.

  • Conus NEXs, including Pearl Harbor, do not accept any manufacturer’s or NEX coupon that has expired. Overseas NEXs, including Guantanamo Bay, can accept expired cents-off manufacturer’s coupons for up to six months past the coupon expiration date. This will allow patrons in overseas locations to utilize short dated and expired coupons that are often forwarded by support groups in the U.S.
  • The NEX accepts all NEX generated percent and cents-off coupons. This includes NEX coupons distributed in-store for select products, multi-discount scratch-off cards, NMCRS Benefit Tickets, CFC Benefit Tickets, NEX Facebook coupons, SMS text promotions, and other promotional NEX coupons.
  • The NEX accepts percent and cents-off coupons from the Army Air Force Exchange System (AAFES), the Marine Corps Exchange System (MCX), and the Coast Guard Exchange System (CGX). These can be percent and cents-off in-store coupons, coupons presented in a coupon book, or printed from Facebook. All coupon terms and conditions apply.
  • The NEX accepts scratch-off coupons from the other Military Service Exchanges.
  • The NEX accepts a manufacturer’s coupon and NEX coupon, or coupon from another Military Exchange Service, on the same item. The combination of the two coupons cannot exceed the price of the product; money is not returned to a customer on the redemption of two coupons which exceeds the price of the product.
  • The NEX accepts on-line Internet coupons with the exception of Internet coupons for “FREE PRODUCTS” and all cents-off Procter and Gamble (P&G) Internet coupons.
  • The NEX does not accept any Military Service Exchange coupon for cents off gasoline.
  • The NEX does not accept coupons offered by other commercial retailers for use in their own stores.
  • The NEX does not “double” or “triple” the face value of a manufacturer’s coupon. Only one manufacturer’s coupon can be applied to a product in the same transaction.
  • If the value of the manufacturer’s coupon should exceed the price of the product being purchased, the coupon will be redeemed for the purchase price. In this instance, no cash is given back to the customer; manufacturer’s coupons have no cash value.
  • The NEX does not accept a commercial retailer’s instant rebate offer as a redeemable coupon at point-of-sale. In this instance, the NEX would accept the instant rebate offer as a price match challenge and honor the instant rebate.
  • The Navy Exchange ecommerce web site at www.mynavyexchange.com does not accept any coupon offers at this time.

 

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