Refund policy

NSO Gear Return & Refund Policy

This policy is aligned with EU Consumer Rights Directive 2011/83/EU.

  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.
  2. 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.
  3. Non-Returnable Items

    The following items are not eligible for return:
    • Custom or personalised products
    • Items made to order
    • Intimate or hygiene-sensitive products
    • Items damaged due to misuse, neglect, or improper handling
  4. Return Process

    To initiate a return, customers must:
    • Contact us at info@nsogear.com
    • Provide order details and reason for return
    • Await return authorisation before shipping items back
    Unauthorized returns may be rejected.
  5. Return Shipping Costs

    Return shipping costs are the responsibility of the customer unless the item is defective or incorrectly delivered.
  6. Refund Policy

    Refunds are processed under the following conditions:
    • Defective or incorrect items: full refund including original shipping costs
    • Approved EU withdrawal returns: refund of product value only (excluding original shipping costs)
    Refunds are issued after inspection of returned goods and may take up to 7 business days to process.
  7. Store Credit Option

    In certain cases, non-defective returns may be issued as store credit instead of monetary refund, where legally permissible and mutually agreed. Store credit has no expiration date unless otherwise stated.
  8. 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.
  9. 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.
  10. 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.
  11. Warranty (Legal Guarantee)

    All products are covered by a minimum 2-year EU legal guarantee for lack of conformity. This covers manufacturing defects existing at the time of delivery.

    Damage caused by misuse, improper handling, or normal wear and tear is not covered.
  12. Return Address

    All approved returns must be sent to the designated return address provided by our support team after authorization.
  13. Contact

    For returns or refund inquiries:

    info@nsogear.com
  • 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 product condition
    • Charge applicable restocking or handling fees
    • Limit or suspend future return eligibility for the account
    This policy is applied to ensure fairness for all customers and to maintain the quality and sustainability of our service.