Return & Exchange Policy

In accordance with EU consumer rights legislation (Directive 2011/83/EU), you have the right to withdraw from your purchase from NSO Gear within 14 days of receiving your order, without providing any justification. This cooling-off period starts from the day you (or a third party other than the carrier) acquire physical possession of the goods.

Items must be returned in their original condition, unworn, unused, with all tags and labels attached, and accompanied by the original packaging and any accessories. Personalized or custom-made items, as well as items that are intimate in nature (e.g., underwear), are excluded from this right of withdrawal, as per EU standards.

To initiate a return, please follow the instructions below. We recommend using the same courier service for the return to ensure safe and trackable shipping. Include the completed Return Form (available from your account) with your package.

Return Instructions

For your convenience, you can initiate a return directly from your account page. Simply navigate to the 'Order History' section, select the order you wish to return, and follow the instructions for automatic shipping returns. Alternatively, email us at info@nsogear.com with your order details and the reason for the return. Items returned without prior communication will not be accepted.

Refund Policy

Refunds are approved only for defective or faulty items under our warranty (see Warranty section below). In such cases, we will issue a full refund to the original payment method, including the original shipping costs, once the item is inspected and approved. Refunds may take up to 7 business days to process after receipt and verification.

For non-defective returns (e.g., exercising your right of withdrawal), we will issue a store credit to your account equivalent to the purchase price (excluding return shipping costs, which are the buyer's responsibility). This credit can be used for future purchases and has no expiration date. Return shipping costs for non-defective items are the buyer's responsibility.

Exchange Policy

If you wish to exchange an item for a different size, color, or product (subject to availability), please return the original item following the Return Instructions. Upon inspection and approval, you will receive a store credit to your account for the value of the returned item, which can be applied to your new purchase. Discounted or sale items are not eligible for exchange. Exchanges are processed as returns followed by a new order.

Warranty

As required by EU consumer law (Directive 2019/771/EU on certain aspects concerning contracts for the sale of goods), NSO Gear provides a minimum 2-year legal guarantee from the date of delivery for any lack of conformity (e.g., factory defects or faults that existed at the time of delivery). During the first year, the burden of proof lies with the seller; after that, it shifts to the consumer.

This guarantee covers repair, replacement, price reduction, or full refund at our discretion, excluding damage caused by misuse, neglect, or unauthorized modifications. For claims, contact us at info@nsogear.com with proof of purchase and details of the issue.