Refund policy

Important Notice: As a consumer, you have comprehensive statutory rights. These statutory rights are in no way restricted by our voluntary commitments (in particular the extended 30-day return). You can choose whichever option is most advantageous for 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 gives you 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 (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 (e.g. by e-mail to contact@nexbie.com) of 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

  • In the case of withdrawal for personal reasons (e.g. not liking it, wrong size, change of mind): You bear the direct costs of returning the goods. Please note that a minimum return shipping fee of EUR 15.00 applies. If your chosen carrier charges less than EUR 15.00, the actual carrier cost shall apply; if the carrier charges more, you are responsible for the full amount.

  • In the case of defective goods (e.g. product defect, transport damage): We bear the return shipping costs. Please contact us in advance at contact@nexbie.com so that we can provide you with a return label.

  • In the case of 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 within 48 hours of receipt and submit the relevant supporting documentation.

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 can choose whether you wish to return the goods (with refund of the purchase price) or exchange them for another model/another size.

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

✓ The shoes are unworn (e.g. no visible wear marks, no wear on the sole), unwashed and in flawless condition.

✓ The original packaging, all labels, the accessories and all packaging materials are complete and undamaged.

✓ The goods show no scratches, stains, tears, deformations or other impairments that would prevent resale as new goods.

✓ A valid proof of purchase (order number, invoice or order confirmation) can be presented.

Notice on Trying On: We recommend that you try on new shoes exclusively on a clean floor (e.g. carpet, indoors). Shoes with traces of street use, dirt on the sole or visible wear cannot be accepted within the framework of the voluntary extended return.

Return Period (Voluntary Return) After receipt of our return confirmation, you have 7 days to return the goods to us. If the goods are not shipped within 7 days of confirmation, we reserve the right to refuse the voluntary return. Important: This 7-day period applies exclusively to the voluntary extended return. In the case of the statutory right of withdrawal (see Section I), you have the statutory return period of 14 days.

Return Shipping Costs (Voluntary Return)

  • For personal reasons (e.g. not liking it, wrong size): You bear the return shipping costs.

  • In the case of defective goods or transport damage: We bear the return shipping costs.

  • Should you choose not to use our prepaid return label and instead engage a carrier of your own choice, we will reimburse return shipping costs up to a maximum of EUR 15.00 (the cost of our standard prepaid return label). Any costs exceeding this amount shall be borne by you. Reimbursement requires submission of the original shipping receipt; please send a scan or photo of the receipt to contact@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 with the inspection result and the specific reasons. In such cases, we reserve the right to either:

  • Refuse the return and send the goods back to you (return shipping costs in this case shall be borne by you), or

  • Process a refund subject to a handling fee of 5% to 10% of the product value (the applicable percentage will be determined based on the condition of the goods).

  • If the returned goods show visible signs of wear or use (e.g. sole abrasion, staining, deformation or other indicators of prior use), we will determine that such condition does not constitute a product defect. In this case, we reserve the right to refuse the return and send the goods back to you; return shipping costs in this instance shall be borne by you.

If you dispute our assessment, you may submit a written objection to contact@nexbie.com within 14 days of receiving our notification, along with any supporting evidence (e.g. independent inspection report, photographs). We will respond within 7 business days of receiving your objection.

III. Statutory Warranty

What Does the Warranty Cover? The warranty applies to defects that were already present at the handover of the goods but may only become apparent later. Examples for shoes:

  • Loosening of adhesive bonds without improper use;

  • Material or workmanship defects (e.g. faulty seams);

  • Functional defects that were not caused by normal wear and tear.

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 (rectification) or

  • Delivery of a defect-free item (replacement delivery).

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

  • Your order number;

  • A description of the defect;

  • If possible, photos or videos documenting the defect.

In the case of justified complaints about defects, we bear the costs of return.

IV. When Can We Refuse a Return or an Exchange?

Without prejudice to your statutory rights (see Sections I and III), in the case of the voluntary extended return (Section II), we reserve the right to refuse a return or an exchange in the following cases:

✗ Application for voluntary return after expiry of the 30-day period;

✗ Incomplete return (missing accessories, original packaging or labels);

✗ The shoes are worn, damaged, soiled or show visible signs of use that prevent resale as new goods;

✗ Missing or invalid proof of purchase;

✗ Damage that is demonstrably caused by improper use, modification or external influence (e.g. water, chemicals);

✗ Damage due to improper packaging during return shipping;

✗ Damage due to force majeure (e.g. fire, flood);

✗ The return is not shipped within 7 days of our return confirmation.

V. Refund – Process and Timeframe

How Is the Refund Made? The refund is generally made via the original means of payment that you used for the order (e.g. PayPal, credit card). A different refund method can only be made in exceptional cases and after express agreement. No fees are incurred for you through the refund.

Refund Period We endeavour to process refunds as quickly as possible. Our goal is processing within 5 to 7 working days of receipt of the return.

In any case, the refund is made at the latest within 14 days of receipt of the return or after presentation of proof of return of the goods (whichever is the earlier) – in accordance with the statutory requirements.

Please note: The credit to your account or the visibility of the refund may take an additional 3 to 5 working days depending on the bank or payment provider. This is outside our control.

Right of Retention We may refuse reimbursement until we have received the goods back or until you have provided proof that you have returned the goods – whichever is the earlier.

VI. How to Return Your Order

It’s this simple:

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

Step 2: We will confirm the return to you by e-mail and provide you with the return address as well as further instructions. In the case of defective goods or transit damage (subject to supporting documentation), we will provide you with a free return label.

Step 3: Pack the goods carefully in the original packaging and send the shipment to the address communicated 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 – as a rule within 5–7 working days, but at the latest within 14 days (see 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 your return or your exchange, you can reach our customer service at: contact@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 respective valid version can be viewed on this page. For orders already completed, the conditions valid at the time of the order shall always apply.