Guarantee
1. Warranty period for hidden manufacturing defects
The warranty period for hidden manufacturing defects is 14 days and begins from the moment the product is delivered to the buyer. The warranty applies to orders delivered within Ukraine.
Separate from the warranty period, the buyer has 14 calendar days to exchange or return a defective product of proper quality. This period is not a warranty period for manufacturing defects and applies independently of it. Detailed terms and conditions are available on the Return and Exchange Policy page.
2. Who provides the guarantee?
Warranty obligations to the buyer are fulfilled exclusively by the legal seller, Media Hub LLC. The seller independently accepts, registers, and reviews buyer warranty claims.
These terms and conditions do not constitute a representation of the manufacturer's international warranty. The seller also makes no representations regarding the availability of authorized service centers, official representative status, or fulfillment of warranty obligations on behalf of the manufacturer.
3. Products covered by the warranty conditions
Warranty terms apply to footwear, clothing and accessories.
Accessories include, but are not limited to, bags, caps, hats, socks and other products in the relevant category.
4. What defects may be covered by the warranty?
The basis for a warranty claim may be hidden manufacturing defects, in particular:
- rupture of material along the production seam;
- peeling or cracking of the sole due to a manufacturing defect;
- destruction of connections or fasteners;
- manufacturing defect of a zipper, button, fastener or other fittings;
- a defect in material or design that existed at the time of receipt of the goods;
- non-compliance of the product with the declared characteristics.
5. Cases not covered by warranty
The warranty does not cover defects or damage that arise as a result of the use of the product and are not of a manufacturing nature, in particular:
- natural wear of the tread, sole or material;
- cuts, punctures, scratches, burns and other mechanical damage;
- damage due to improper care or storage;
- washing shoes or other goods not intended for this purpose in a washing machine;
- drying on batteries, heaters or near other sources of direct heat;
- use of the product for other than its intended purpose;
- self-repair or interference in contacting the seller;
- damage caused by the buyer or third parties.
6. How to file a warranty claim
To make a warranty claim, the buyer can call +380 800 351 659 or email sale@nb.in.ua .
Customer support is available from 9:00 AM to 10:30 PM, seven days a week, Kyiv time. Phone calls are accepted according to the current schedule. Email messages received during business hours will be responded to within 2-3 hours. If you request a callback, the seller will call you within 2 minutes, according to business hours. Telegram messages will be responded to within 2 minutes, according to business hours.
A warranty claim can be submitted in any format. It must include the order number, the phone number used to place the order, or the fiscal receipt details, a description of the defect, and the buyer's contact information.
A photo or video of the defect may be provided if a preliminary assessment is available. The absence of a photo or video alone does not constitute grounds for denial of consideration of the request.
The seller will confirm receipt of the request by phone or email. If, following verification, a refund or reimbursement of shipping costs is agreed upon, the buyer will provide IBAN or card details only after such approval. Additional return policies are available on the Return and Exchange Policy page.
7. Requirements for the condition and packaging of the goods
The absence of the original box or damage to the original packaging is not grounds for refusing to carry out a warranty check.
The goods will be submitted for inspection only when clean and dry. Before shipping, the buyer must provide secure shipping packaging to protect the goods from damage during transit.
8. Sending the product for warranty inspection
After submitting a warranty claim, the buyer can immediately send the item for inspection using the details below. Prior approval from a manager or customer support is not required for this type of shipment, and there is no need to wait for permission to ship.
The buyer is responsible for the carrier's fees for the initial shipment of goods for inspection. Cash-on-delivery or "at the recipient's expense" shipments are not accepted. Personal delivery of goods to the warehouse is not permitted.
- Recipient: Media Hub LLC
- Phone: +380 800 351 659
- Recipient's branch: New Post No. 955, 01044, Ukraine, Kyiv, st. Khreshchatyk, house. 21A
9. Quality control and determination of the cause of the defect
Upon receipt of the goods, the seller inspects their quality and determines the cause of the defect. The warranty claim review and inspection period is 5 calendar days from the date the goods arrive at the warehouse.
The buyer's fee for quality control and determining the cause of the defect, processing the warranty claim, accepting the goods, reassembling the goods, and returning the goods in the event of an agreed refund is 0 UAH.
The buyer is notified of the inspection results by phone or email. If warranty claims cannot be satisfied, the seller will provide the specific reason for the decision and the return procedure.
10. Shipping costs
If the inspection confirms a manufacturing defect, Media Hub LLC will fully compensate the buyer for the documented costs of shipping the product to the warehouse for warranty inspection.
To pay such compensation, the buyer's IBAN bank account number or card details are provided only after the manufacturing defect has been confirmed and compensation has been approved. Bank details should not be provided in advance during the initial request.
If, following the review, the buyer is sent a repaired or new product, it is shipped at the seller's expense.
If a manufacturing defect is confirmed, the cost of the product is refunded, and the documented costs of its warranty shipment and initial delivery of the order to the buyer are separately compensated.
If the inspection reveals that the damage was caused by improper use and is not a manufacturing defect, the buyer is responsible for return shipping. Payment terms and reimbursement will be communicated to the buyer prior to shipment.
11. Decision on the result of the warranty appeal
After checking and confirming the manufacturing defect, the buyer agrees on a specific method for resolving the complaint.
- free elimination of a confirmed manufacturing defect;
- replacement of the product with a similar product of proper quality;
- refund if repair is not possible, there is no replacement item, or the return has been agreed upon with the buyer.
If a cash refund is agreed upon, the buyer, after making this decision, provides their IBAN bank account details or card details for a wire transfer. Bonuses, promo codes, or certificates will not be offered to the buyer in lieu of the agreed-upon refund.
12. Term, composition and method of refund
Once the verification is completed and a decision is made to refund the funds, the payment is made within 5 calendar days.
The buyer will receive a full refund for the product. If a manufacturing defect is confirmed, the buyer will also be reimbursed for the documented costs of warranty shipping to the warehouse and the initial delivery of the order to the buyer. There are no hidden fees for this type of return.
Since payment for an order is due upon receipt, refunds are processed via bank transfer to the buyer's IBAN bank account or card. The buyer provides these details in a written request only after the refund has been approved.
Detailed terms of the return procedure are also set out on the Return and Exchange Policy page.