Refund Policy

Important Notice: As a consumer, you have comprehensive statutory rights. These statutory rights are not restricted by our voluntary commitments, including the extended 30-day return. You may choose whichever option is most advantageous to you.

We want you to be completely satisfied with your Nexbie purchase. Should you, for any reason, not be satisfied with your product, this Return and Exchange Policy provides a clear overview of your options.

I. Statutory Right of Withdrawal

As a consumer, you have the right to withdraw from the contract within 14 days from the day on which you or a third party named by you, who is not the carrier, has taken possession of the goods, without giving any reason.

How Do I Exercise the Right of Withdrawal? Send us a clear declaration, for example by e-mail to support.eu@nexbie.com, stating your decision to withdraw from the contract.

Return Period After notifying us of your withdrawal, you have 14 days to return the goods to us.

Return Shipping Costs in the Event of Withdrawal

Withdrawal for personal reasons (for example, change of mind or the product not meeting your preferences): You bear the direct costs of returning the goods. Return shipping costs are generally at least EUR 15.00, depending on the carrier and parcel. The actual carrier cost applies.
Defective goods (for example, a product defect or transit damage): We bear the return shipping costs. Please contact us in advance at support.eu@nexbie.com so that we can provide you with return instructions or a return label.
Goods severely damaged during transit (supported by photographic evidence or delivery confirmation records from the logistics provider): We bear the return shipping costs. Please contact us as soon as possible, preferably within 48 hours of receipt, and submit the relevant supporting documentation. This recommendation does not restrict your statutory rights.

II. Voluntary Extended Return and Exchange

In addition to the statutory 14-day right of withdrawal, we voluntarily grant you an extended right of return and exchange within 30 calendar days of receipt of the goods. During this period, you may choose to return the goods for a refund of the purchase price or exchange them for another eligible product, subject to availability.

Prerequisites for the Voluntary Extended Return or Exchange To ensure that the goods can be resold without restriction, the following prerequisites must be met:

The product is unused, unassembled where applicable, unwashed and in flawless condition.
The original packaging, all labels, instructions, accessories, components and packaging materials are complete and undamaged.
The product shows no scratches, stains, tears, deformation, breakage, missing pieces or other impairment that would prevent resale as new goods.
A valid proof of purchase, such as the order number, invoice or order confirmation, can be presented.

Notice on Product Inspection You may inspect the product to the extent necessary to determine its nature, characteristics and functioning. For the voluntary extended return, products that have been played with, assembled beyond what is necessary for inspection, altered, washed, damaged or returned with missing components may not be accepted as new goods. Your statutory right of withdrawal and statutory defect rights remain unaffected.

Return Period for a Voluntary Return After receipt of our return confirmation, you have 7 days to dispatch the goods. If the goods are not shipped within 7 days of confirmation, we reserve the right to refuse the voluntary return. This 7-day period applies only to the voluntary extended return. For the statutory right of withdrawal described in Section I, the statutory return period of 14 days applies.

Return Shipping Costs for a Voluntary Return

Personal reasons: You bear the return shipping costs.
Defective goods or transit damage: We bear the return shipping costs.
If you choose not to use our prepaid return label and instead engage a carrier of your own choice, we will reimburse justified return shipping costs up to EUR 15.00, corresponding to the cost of our standard prepaid return label. Any costs exceeding this amount are borne by you. Reimbursement requires submission of the original shipping receipt. Please send a scan or photo of the receipt to support.eu@nexbie.com within 7 days of dispatch.

Defect Assessment Dispute Resolution If the returned goods are inspected by us and determined not to be defective, we will notify you by e-mail of the inspection result and the reasons. Without prejudice to your statutory rights, for a voluntary return we may:

Refuse the voluntary return and send the goods back to you, with reasonable return shipping costs borne by you; or
Process a refund subject to a handling deduction of 5% to 10% of the product value where legally permissible and justified by the reduced condition of the returned goods.
If the returned goods show visible signs of use, assembly, alteration, staining, deformation, missing components or other indicators of prior use, we may determine that the condition does not constitute a product defect and refuse the voluntary return.

If you dispute our assessment, you may submit a written objection to support.eu@nexbie.com within 14 days of receiving our notification, together with supporting evidence such as photographs or an independent inspection report. We will respond within 7 business days of receiving your objection.

III. Statutory Warranty

What Does the Warranty Cover? The statutory warranty applies to defects that were already present when the goods were handed over but may only become apparent later. Depending on the product, examples may include:

Missing pieces or components that were not disclosed before purchase;
Material, printing, manufacturing or workmanship defects;
Structural defects, abnormal breakage or malfunction of moving or interactive parts not caused by misuse or normal wear and tear;
A product that materially differs from the description, images or agreed characteristics.

Your Rights in the Event of a Warranty Claim In the event of a defect, you are initially entitled to subsequent performance at your choice:

Elimination of the defect, where repair is possible and reasonable; or
Delivery of a defect-free replacement item.

How Do I Report a Defect? Please contact us at support.eu@nexbie.com with the following information:

Your order number;
A description of the defect;
If possible, photos or videos documenting the defect;
For missing or damaged items, photos of the outer package, shipping label and package contents where available.

For justified complaints about defects, we bear the reasonable return shipping costs.

IV. When Can We Refuse a Return or Exchange?

Without prejudice to your statutory rights described in Sections I and III, we reserve the right to refuse a voluntary return or exchange under Section II in the following cases:

Application for a voluntary return after expiry of the 30-day period;
Incomplete return, including missing accessories, components, instructions, original packaging or labels;
The product has been used, played with, assembled beyond necessary inspection, altered, washed, damaged, soiled or otherwise shows signs of use preventing resale as new goods;
Missing or invalid proof of purchase;
Damage demonstrably caused by improper use, modification or external influence, including water or chemicals;
Damage caused by improper packaging during return shipping;
Damage caused by force majeure, including fire or flood;
The return is not shipped within 7 days of our voluntary return confirmation.

V. Refund Process and Timeframe

How Is the Refund Made? Refunds are generally made using the original payment method used for the order, such as PayPal or credit card. A different refund method is available only in exceptional cases and after express agreement. We do not charge a fee for issuing the refund.

Refund Period We endeavour to process refunds as quickly as possible. Our target processing time is 5 to 7 working days after receipt and inspection of the return.

In any case, reimbursement under the statutory right of withdrawal will be made no later than 14 days after receipt of your withdrawal declaration. We may withhold reimbursement until we have received the goods back or until you have provided proof that you returned the goods, whichever occurs first, in accordance with applicable law.

The credit appearing in your account may take an additional 3 to 5 working days depending on the bank or payment provider. This timing is outside our control.

VI. How to Return Your Order

Step 1: Contact us at support.eu@nexbie.com with your order number and the reason for the return. Please indicate whether you wish to use the statutory right of withdrawal or the voluntary extended return.

Step 2: We will confirm the return by e-mail and provide the return address and further instructions. For defective goods or transit damage, subject to supporting documentation, we will provide return instructions or a return label at our cost.

Step 3: Pack the goods carefully, preferably in the original packaging, and send the parcel to the return address provided by us. Please retain the original shipping receipt as proof of return and, where applicable, for reimbursement of shipping costs.

Step 4: After receipt and inspection of the goods, we will process your refund, generally within 5 to 7 working days and subject to the statutory maximum periods stated in Section V. If the goods are not assessed as defective, we will notify you separately of the outcome.

VII. Contact

If you have questions about a return, exchange or refund, you can reach our customer service at support.eu@nexbie.com.

We endeavour to answer your inquiry within 48 hours.

VIII. Updating This Policy

We reserve the right to adjust this Return and Exchange Policy for future orders insofar as this is necessary for legal, regulatory or operational reasons. The current version can be viewed on this page. For orders already completed, the conditions valid at the time of the order shall apply.