Return and exchange rules

1. Terms of exchange and return of goods

Buyers can exchange or return a product of proper quality within 14 days of receipt. This option applies to orders delivered within Ukraine.

To meet the specified deadline, the goods must be handed over to the carrier no later than the last day of the 14-day period. The dispatch date is considered the date the parcel is accepted by the carrier.

Exchange or return of goods of proper quality applies to products that do not suit the buyer, but have retained their original condition and meet the conditions specified below.

Complaints regarding hidden manufacturing defects are handled separately and do not apply to standard exchanges or returns of quality goods. The relevant procedure is outlined on the Warranty Terms page.

2. Requirements for the condition of the returned goods

To accept a product of proper quality for exchange or return, all of the following conditions must be met:

• 1. The product has not been used or worn by the buyer.
• 2. The product must not have any creases, dirt, signs of wear or other traces of use, in particular scuffs on the sole, if the shoes are being returned.
• 3. The product does not have any foreign odors, mechanical damage or other changes after receipt.
• 4. The product’s presentation and original consumer properties are fully preserved.
• 5. All factory-fitted parts are included: for shoes – insoles, extra laces, inserts, and other complete parts; for clothing and accessories – all manufacturer-specified components and additional parts, if included.
• 6. Factory labels, seals, tags and markings are preserved in their original condition.
• 7. The original packaging of the product is preserved: branded shoe box, branded packaging or bag for clothing and accessories.
• 8. The original packaging of the product is not used directly as outer packaging for transportation.
• 9. It is not permitted to cover the original packaging with tape, or to attach transport invoices, address labels, or other carrier documents to it.
• 10. The original packaging must be placed inside a separate outer shipping packaging, which will protect it during transportation.
• 11. The product is sent for return shipment in a clean and dry condition.
• 12. Damage to the outer shipping packaging alone is not grounds for refusing an exchange or return if the product itself, its original packaging, and complete set meet the established requirements.

Compliance with the specified conditions is determined upon inspection of the goods upon receipt by the seller.

3. Reasons for exchange or return

Requests for goods of proper quality are accepted under the following circumstances:

• 1. The size of the purchased item did not suit the buyer.
• 2. The style, color, or model of the product does not meet expectations.
• 3. The buyer decided to refuse a new product that has not been used and shows no signs of wear.
• 4. The seller mistakenly sent a different model, size, color, or article number instead of the ordered item.
• 5. If the request is related to manufacturing defects, a separate procedure applies, as described on the Warranty Terms page. Such requests are not considered a standard return of a product of proper quality.

4. Refusal of the order upon receipt

Upon receipt of an order at a Nova Poshta branch or from a courier, the buyer has the opportunity to inspect and try on the item before making payment.

If the product does not fit upon inspection or fitting, the buyer may refuse to accept the shipment without financial obligation.

In this case, the buyer does not pay any of the following components:

• The cost of the goods that he refused to receive.
• Cost of order delivery to a branch or by courier.
• Cost of return shipping to the seller.
• Any additional fees, charges or fees related to the refusal to receive.

A different procedure applies for orders delivered to a parcel terminal: inspection and fitting before payment are not possible, as payment is due before the actual receipt of the item. After receiving such an order, the buyer can use the standard exchange or return procedure described on this page.

5. Self-registration of exchange and return

The return procedure is organized in such a way that the buyer can complete the necessary steps independently, without the participation of a store representative.

To place an order, you don't need to register on the website or create an account. There's also no need to call or email customer support, coordinate the return with a manager in advance, or obtain a special return number or separate authorization to ship the item.

The buyer independently prepares the application, includes it in the parcel along with the goods, and sends it using the details provided in Section 7 of this page.

If you have any questions about paperwork or shipping procedures, please call +380 800 351 671 or email sale@nike.in.ua for further assistance. Contacting support is voluntary and does not constitute a mandatory condition for return.

6. Buyer's application for exchange or return

To document an exchange or return, the buyer submits a free-form application. Using a special form or established template is not required.

The completed application must be included directly in the parcel along with the goods.

The application shall contain the following information:

• 1. Order number or information from the fiscal receipt that allows you to identify the purchase.
• 2. Last name, first name and patronymic of the buyer.
• 3. Contact telephone number for communication.
• 4. Buyer's email address.
• 5. Full name of the product and its article number.
• 6. The reason why the buyer wishes to return or exchange the product.
• 7. The chosen method of resolving the complaint: exchange of goods or refund of the funds paid.
• 8. The desired size or model of the product if the buyer chooses an exchange.
• 9. The address to which the replacement item should be delivered if an exchange is being arranged.
• 10. Bank account number in IBAN format or payment card number for refunds, if the order was paid upon receipt. For orders paid online, providing these details is optional, as the refund is processed to the same payment instrument, although the buyer may optionally provide them in the order form.

The seller never asks for your payment card PIN, CVV code, banking app password, or SMS confirmation code. This information is not required to process an exchange or refund.

Photographs and videos of the product are not required to process a standard return or exchange of a product of proper quality.

7. Procedure for returning goods

Once the application has been prepared and properly packaged, the item can be submitted for shipment via Nova Poshta LLC. No prior contact with a manager or customer support is required.

The following details are used to process the shipment:

• Recipient NASHE AGENCY LLC.
• Phone: +380 800 351 671 .

Returns must be made using the same sender's details as the one used to ship the order to the buyer. These details are listed on the carrier's waybill issued upon receipt of the order and are also available in the Nova Poshta app using the parcel's TTN number.

When sending, please follow these rules:

• The link is issued without cash on delivery.
• Cash on delivery orders are not accepted by the seller and will be returned to the sender.
• Personal return of goods to the seller's warehouse is not permitted.

After handing over the parcel to the carrier, the buyer retains the express waybill number until the exchange or return process is completed. Notifying the manager of this number is optional.

8. Costs associated with the return of goods

The seller does not charge a separate fee for accepting and processing requests for the return of goods of proper quality.

• The fee for processing or issuing a return is 0 UAH.
• Restocking fee, that is, the commission for returning the goods to the warehouse is 0 UAH.

There are no hidden administrative fees for processing a return.

Costs in case of return of unsuitable goods

If a product of proper quality is returned because its characteristics do not suit the buyer or the buyer changes his mind about the purchase, the cost of return shipping is paid by the buyer.

The original shipping cost is not refunded to the buyer for this type of standard return. However, the full price of the item itself is refunded without any additional deductions.

Costs in case of seller's error

If the store sends the wrong model, size, color, or article number, the seller is responsible for the costs of correcting the error.

In this case, NASHE AGENCY LLC pays for shipping both ways and will either fully refund or compensate the buyer for the initial shipping cost.

No portion of shipping costs associated with a store error is borne by the buyer.

9. Checking the product after receiving the return

Once the package has been received, the seller will inspect the returned item. This process takes three calendar days from the date of receipt.

During the inspection, the condition of the product, the completeness of its factory assembly, the preservation of its presentation, markings and original packaging are assessed.

Return inspection and processing are free of charge to the buyer.

The buyer is notified of the return review result by phone or email. If the return cannot be accepted, the seller provides a specific reason for the refusal and instructions on how to receive the returned item.

Rejection of returns without explanation is not permitted.

10. Terms of exchange of goods

The buyer can choose a different size or model for exchange if the corresponding product is available.

If the selected item costs more than the original, the buyer pays the difference in price online through the Way4Pay payment service.

When the replacement price is lower, the seller refunds the difference to the buyer. For orders paid online, the refund is made to the same payment instrument through the payment service. If the original order was paid upon receipt, the difference is transferred to the IBAN or payment card specified by the buyer in the order form.

For standard exchanges of quality goods, the buyer pays shipping both ways. If the exchange is necessary due to a store error regarding the model, size, color, or part number, the seller covers all shipping costs.

After successful inspection of the returned product, a replacement will be sent within 3 calendar days.

If the desired model or size is not available, the buyer can choose another available item or request a refund.

The seller does not make a replacement without the buyer's agreement on the specific model and size of the new product.

11. Refund procedure and terms

A refund will be made after the seller has actually received the goods and successfully completed the inspection of their condition.

The refund period is 3 calendar days after a positive decision is made based on the verification results.

The buyer will be reimbursed for the full cost of the returned item, without hidden fees, administrative charges or other deductions.

Refunds depending on the original payment method

• If the order is paid for online, funds are returned through the appropriate payment service to the same payment instrument used for payment.
• If the buyer paid for the order upon receipt, the refund will be made to the IBAN bank account or payment card details specified in the application.

Shipping compensation

In the case of a standard return of a properly-quality product that is not suitable for the buyer, the original shipping cost is not refunded. The buyer receives the full cost of the product and pays return shipping.

If the return is due to a store error, such as sending the wrong model, size, color, or item number, the seller will cover all shipping costs in both directions and will fully refund the original shipping cost to the buyer.

In this case, the buyer receives a full refund for the item and all applicable shipping costs, without incurring any financial losses due to the seller's error.

Instead of a cash refund, the buyer is never forced to offer bonuses, gift certificates, promotional codes, or crediting funds to their internal balance.

12. Cancelling an order for shipment

To cancel an order before it is handed over to the carrier, the buyer can contact customer support by phone at +380 800 351 671 or send a message to sale@nike.in.ua .

Please include your order number in your request so that the store representative can identify your purchase and check if it can be cancelled before shipping.

If the order has already been handed over to the carrier, the buyer may refuse to receive it at the branch or during courier delivery in accordance with the terms of Section 4 of this page.

In case of refusal to ship, the buyer does not pay the cost of the goods, delivery, return shipping, or any additional payments, commissions, or fees.

13. Contact information and support schedule

For consultations regarding exchanges, returns, order cancellations, and the status of appeals, buyers may contact the seller, NASHE AGENCY LLC.

• Support phone number: +380 800 351 671 .
• Email: sale@nike.in.ua .
• Opening hours: from 9:00 to 22:30, seven days a week, Kyiv time.

Telephone inquiries are accepted during store opening hours - from 9:00 to 22:30, seven days a week, Kyiv time.

Customer support will respond to email messages within 1-2 hours during store business hours—from 9:00 AM to 10:30 PM, seven days a week, Kyiv time.

Upon request for a call back, a store representative will call you back within 30 seconds during store hours from 9:00 to 22:30, seven days a week, Kyiv time.

Contacting customer support is not a mandatory requirement for processing a standard exchange or return of a quality product.