Return and exchange policy

1. Exchange and return period

Exchange or return of goods of proper quality is possible within 14 calendar days from the moment of its actual receipt by the buyer.

To comply with this deadline, the buyer must hand over the shipment to the carrier no later than the last day of the 14-day period. These conditions apply to orders shipped within Ukraine.

The exchange or return of a quality product and a complaint regarding a manufacturing defect are separate procedures. The procedure for handling complaints related to manufacturing defects is described on the Warranty page.

2. Requirements for the condition of the returned goods

To exchange or return a product of proper quality, the following conditions must be met simultaneously:

the item has not been used or worn;
there are no breaks, dirt or other signs of wear, and for shoes there are also no abrasions on the soles;
there are no foreign odors or mechanical damage;
the presentation and consumer properties of the goods are preserved;
The complete factory package has been preserved: for footwear - the product, insoles, additional laces and inserts, if they were included in the set; for clothing and accessories - all branded components, if they are included in the set;
factory labels, seals, tags and markings are preserved;
the original packaging of the product is preserved: a branded shoe box or branded packaging or bag for clothing and accessories;
the original packaging of the product is not used as outer shipping packaging;
It is prohibited to wrap the original packaging with tape or place transport documents and carrier stickers directly on it;
the original packaging containing the product must be placed in separate outer shipping packaging;
the goods are handed over for return or exchange in a clean and dry condition;
Damage to the outer shipping packaging alone is not in itself grounds for refusing an exchange or return.

3. Reasons for exchange or return

The buyer can use the exchange or return procedure in the following cases:

the product size did not fit;
the style, color or model did not fit;
the buyer decided to refuse a new product that shows no signs of use;
the store sent the wrong model, size, color or article number;
Manufacturing defects are considered separately in accordance with the terms of the Warranty page.

4. Refusal of goods upon receipt

Upon receipt of the shipment at the carrier's office or from the courier, the buyer may inspect the goods prior to payment and, in the case of shoes, also try them on, if permitted by the conditions for receiving the shipment.

If the item is unsuitable after such inspection or trying on, the buyer may refuse delivery until payment is made. In this case, the buyer will not be charged:

the cost of the product itself;
cost of order delivery;
cost of return shipping or return of the item to the sender;
any other payments, fees or charges related to such waiver.

This procedure has a special feature for pickup via a parcel terminal: inspecting and trying on the item before payment is not possible, as payment is due before the actual receipt of the shipment. After receiving the item via a parcel terminal, the buyer can use the standard exchange or return procedure described on this page.

5. Self-registration of return or exchange

To arrange an exchange or return, the buyer does not need to pre-register, log in, call, contact customer support, coordinate the return with a manager, receive a request number, or obtain a separate shipping authorization.

The buyer independently completes the exchange or return application, includes it in the parcel along with the item, and sends the shipment using the sender's details specified on the express waybill under which the order was received.

Telephone +380 800 351 659 and email sale@nb.in.ua are additional channels for obtaining assistance if the buyer has questions about the procedure.

6. Application for exchange or return

The buyer completes the application independently, using any form. Using a special form or established template is not required. The completed application must be included in the parcel along with the item.

The statement should include:

order number or fiscal receipt details;
Full name of the buyer;
contact phone number;
email;
name and article number of the product;
reason for return;
the chosen solution – exchange of goods or refund;
the size or model is required if the buyer chooses an exchange;
return shipping address if buyer chooses exchange;
IBAN or card number for refund of an order paid upon receipt.

The seller never asks for your bank card PIN, CVV code, banking app password, or SMS code. This information is not required to process or process a refund.

A photo or video of the product is not required to process a standard exchange or return of a product of proper quality.

7. How to send the goods

You can ship your item immediately after completing the form, without first contacting a manager or customer service. Returns are processed through Nova Poshta LLC.

All shipments must be made without cash on delivery. Parcels sent with cash on delivery will not be accepted and will be returned to the sender. Personal returns to the seller's warehouse are not permitted.

To return or exchange an item, you must send it to the sender's details specified on the express waybill you received your order with. This means you must return the parcel to the same address from which it was sent to you.

The buyer must retain the express waybill number until the exchange or return process is completed. Providing the express waybill number to the manager is not required.

8. Cost of processing and shipping the return

The seller's fee for processing or handling a return is 0 UAH. The restocking fee, which refers to returning the item to the warehouse, is also 0 UAH. There are no hidden administrative fees for processing returns.

If the product is of proper quality and does not suit the buyer, the cost of its return delivery to the seller is borne by the buyer.

For standard returns of quality goods, the original shipping cost is not refunded. The full price of the item is refunded, with no additional deductions.

If the seller sends the wrong model, size, color, or article number, all shipping costs in both directions and documented costs for the initial delivery of the order to the buyer are the responsibility of the seller.

9. Checking the product after its return

Upon receipt of the parcel, the seller will inspect the condition of the item, its completeness, and its presentation. This inspection period is three calendar days.

Product inspection and return processing are free of charge.

The buyer will be notified of the inspection results by phone or email. If an exchange or return is denied, the buyer will be informed of the specific reason for the decision and the procedure for receiving the item back. Returns will not be rejected without explanation.

10. Procedure for exchanging goods

After successful verification, the item can be exchanged for another available size or model.

If the item selected for replacement is more expensive, the buyer pays the difference. If the replacement item is cheaper, the seller refunds the difference to the IBAN or card specified by the buyer in the application.

For standard exchanges of quality goods, the buyer pays both shipping costs. If the exchange is necessary because the seller sent the wrong model, size, color, or part number, the seller pays both shipping costs and documented costs for the initial delivery of the order to the buyer.

The replacement product will be sent within 3 calendar days after successful inspection of the returned product.

If the desired size or model is not available, the buyer can choose another item or request a refund. Substitutions for a different model or size will not be made without the buyer's prior approval of the specific item to be replaced.

11. Refunds

Refunds are issued after the seller receives the item and successfully completes its inspection. Refunds are issued within 5 calendar days of the inspection decision.

The buyer receives a full refund for the item itself, without any hidden charges or additional seller fees.

In the case of a normal return of a product of proper quality, the original shipping cost of the order is not refunded to the buyer.

If the store sends the wrong model, size, color, or article number, the seller will bear the costs of initial delivery to the buyer and shipping costs in both directions.

Since payment for the order is made upon receipt, refunds are made to the IBAN or card number specified by the buyer in the return application.

Bonuses, certificates, promotional codes, or internal balance are not imposed on the buyer as a substitute for a cash refund.

12. Order cancellation

The buyer can contact the carrier to cancel the order by calling +380 800 351 659 or by email sale@nb.in.ua .

If the order has already been delivered to the carrier, the buyer may refuse it upon receipt at the branch or upon delivery to the courier. In this case, the buyer will not be responsible for the cost of the item, shipping, return shipping to the sender, or any other fees, commissions, or charges.

13. Contacts and availability of support service

Support phone number: +380 800 351 659 .

Email: sale@nb.in.ua .

Opening hours: from 9:00 to 22:30, seven days a week, Kyiv time.

Telephone inquiries are processed according to business hours: 9:00 AM to 10:30 PM, seven days a week, Kyiv time. We respond to email inquiries during business hours within 2-3 hours of receipt. Requests for a callback will be returned within 2 minutes during business hours: 9:00 AM to 10:30 PM, seven days a week, Kyiv time. Telegram messages will be responded to within 2 minutes during business hours: 9:00 AM to 10:30 PM, seven days a week, Kyiv time.

We work from 09:00 to 22:30, seven days a week