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1. Scope of Policy
This policy is based on the EU Consumer Rights Directive (2011/83/EU) and applies to all business leather footwear sold to consumers in EU member states. Whether you purchase through our official website (nexusgepro.com) or other channels, you are entitled to the return and exchange rights set forth in this policy.
WIDE SAILOR LIMITED (hereinafter referred to as "we") is the seller.
Customer Service Contact Information:
Email: [email protected]
Website Form: nexusgepro.com/contact
2. Return Rights and Period
2.1 Cooling-off Period
EU consumers are legally entitled to a 14-day cooling-off period. You may return products within 14 days of receipt without stating a reason. This period begins on the date you sign for the product (based on the logistics receipt record).
2.2 Return Requirements
Products must meet the following conditions to be returned:
In new, unused condition, free of wear, scratches, or stains
Intact original packaging, including box, dust bag, tags, and other accessories
The product must not be resaleable (it is recommended to use shoe inserts when trying on shoes).
Products returned due to quality issues (such as debonding, broken threads, or size discrepancies) are not subject to these conditions.
3. Return Process
Submit a request: Within the return period, please send a return request to [email protected]. Please provide:
Order number
Product photos (if necessary to prove quality issues)
Reason for return
Refund account information
Confirmation and processing: We will review your request within 3 business days and email a return authorization and return address.
Product returns: You must ship the product within 14 days of receiving the return authorization. Refund Processing: We will complete the refund within 14 days of receiving and inspecting the returned merchandise. The refund will be made to your original payment method, free of charge.
4. Shipping Policy
Returns due to quality issues: We cover the round-trip shipping costs, and you can choose to pay on delivery or have them reimbursed later.
Returns without reason: You are responsible for the return shipping costs.
5. Exchange Policy
If you need to change the size or style, you may request an exchange within the return period:
Return the original item following the above return process.
Specify your exchange request and the product details in your return request.
Once we receive and confirm the returned item is acceptable, we will prioritize shipping the replacement item.
The price difference (if the style is different) will be refunded before shipment.
6. Refunds and Limitation of Liability
The refund amount will include the actual purchase price plus the initial delivery fee (for standard delivery).
If the item is damaged due to misuse, we reserve the right to refuse the return or charge a reasonable repair fee.
For delayed refunds, we will charge EU interest (calculated at the ECB base rate plus 2%).
7. Policy Updates and Complaints
We may update this policy from time to time. Any changes will be announced on our website and will take effect from the date of publication. We recommend that you regularly check nexusgepro.com/policies. If you are dissatisfied with the return or exchange process, you may:
Contact us directly to negotiate a solution: [email protected]
WIDE SAILOR LIMITED reserves the right to have final say on this policy.