Refund policy

1. Right of Withdrawal (EU 14-Day Cooling-Off Period)

Customers located within the EU have the right to withdraw from their purchase within 14 days of receiving the goods, without providing any reason. The withdrawal period expires 14 days after the day you (or a third party other than the carrier) acquire physical possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision by using the withdrawal button available in your order confirmation email, via the Withdrawal Form link in our website footer, or by sending an unambiguous statement to info@nsogear.com.

You may use the model withdrawal form below, but it is not obligatory:

Effects of withdrawal: If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of standard delivery (with the exception of supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and not later than 14 days from the day on which we are informed about your decision to withdraw. We will carry out such reimbursement using the same means of payment as you used for the initial transaction.

2. Conformity of Goods

In accordance with EU Directive 2019/771/EU, all goods sold by NSO Gear must conform to the contract at the time of delivery. This means goods must:

• Match the description, type, quantity, and quality as stated on our store
• Be fit for the purpose for which goods of that type are normally used
• Be delivered with all accessories and instructions as reasonably expected
• Be free from defects at the time of delivery

If goods do not conform to the contract, you are entitled to have them repaired or replaced, or to receive a price reduction or full refund, in accordance with applicable EU law.

3. Return Conditions

To be eligible for a return, items must be:

• Unused and in original condition
• With all tags, labels, and packaging intact
• Free from signs of wear, damage, or modification

NSO Gear reserves the right to refuse returns that do not meet these conditions.

4. Non-Returnable Items

The following items are not eligible for return under the EU right of withdrawal:

• Custom or personalised products made to the consumer's specifications
• Items made to order
• Sealed hygiene-sensitive or intimate products (e.g. undergarments, hygiene items) once the seal has been broken
• Sealed audio/video recordings or software once the seal has been broken
• Goods which by their nature are inseparably mixed with other items after delivery
• Items damaged due to misuse, neglect, or improper handling

Note: The above exemptions are in accordance with Article 16 of EU Directive 2011/83/EU.

5. Return Process

To initiate a return, customers must:

• Contact us at info@nsogear.com or use the withdrawal button on our website
• Provide order details and reason for return
• Await return authorisation before shipping items back

Unauthorised returns may be rejected.

6. Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the item is defective, non-conforming, or incorrectly delivered. We will provide the return shipping address upon authorisation of your return request.

7. Return Address

The designated return address will be provided in writing (via email) upon authorisation of your return request, within 2 business days of your withdrawal or return notification. Returns sent without prior authorisation and a confirmed return address may be refused.

8. Refund Policy

Refunds are processed under the following conditions:

• Defective, non-conforming, or incorrectly delivered items: full refund including original shipping costs
• EU withdrawal returns (within 14-day cooling-off period): refund of product value plus standard delivery costs (supplementary delivery costs excluded if customer chose a premium delivery option)

Refunds are issued after inspection of returned goods and may take up to 7 business days to process from receipt of the returned item. Reimbursement will be made using the same payment method as the original transaction.

9. Store Credit Option

In certain cases, non-defective returns may be issued as store credit instead of a monetary refund, where legally permissible and mutually agreed upon in writing. Store credit has no expiration date unless otherwise stated.

10. Return Abuse Protection

NSO Gear reserves the right to reject or restrict returns in cases of suspected return abuse, including but not limited to:

• Repeated returns without valid reason
• Use of products beyond reasonable inspection
• Return of items showing signs of wear or field use

We reserve the right to suspend return privileges for accounts engaging in abuse. This does not affect your statutory rights under EU consumer law.

11. Inspection of Returned Items

All returned products are subject to inspection upon receipt. If items do not match the return conditions stated in this policy, partial refunds, restocking fees, or rejection of return may apply, except where prohibited by applicable EU consumer law.

12. Exchange Policy

Exchanges are processed as a return followed by a new order. Customers may receive store credit or refund (where applicable) and place a new order separately.

13. Warranty (Legal Guarantee)

All products are covered by a minimum 2-year EU legal guarantee for lack of conformity in accordance with Directive 2019/771/EU. This covers manufacturing defects and non-conformity existing at the time of delivery.

Damage caused by misuse, improper handling, or normal wear and tear is not covered under this guarantee.

14. Return Abuse Policy & Fair Use Controls

To ensure fair usage of our return system and to protect the integrity of our products and business operations, NSO Gear applies fair use controls to all return requests.

Return requests may be monitored and assessed for patterns of misuse, including excessive return frequency, repeated ordering and returning of similar items, or returns indicating usage beyond reasonable inspection.

In cases where return behaviour is deemed inconsistent with standard consumer use or indicates potential abuse of the return policy, NSO Gear reserves the right to:

• Refuse the return request
• Apply partial refunds based on item condition
• Restrict future return privileges for the account

These controls are applied in compliance with applicable EU consumer protection law and do not override your statutory rights.

15. Contact

For returns, refund inquiries, or to exercise your right of withdrawal:

info@nsogear.com