RETURN AND REFUND POLICY

Last updated: August 2026

This policy governs requests for withdrawal, return, exchange, refund, and claims concerning products purchased from Nanosneakers on the nanosneakers.eu website.

1 – 14-DAY RIGHT OF WITHDRAWAL

When the legal right of withdrawal applies, the consumer has a period of 14 calendar days from the day after receipt of their order, by themselves or by a person designated by them, to inform us of their decision to withdraw without having to provide a reason.

The request must be sent before the expiry of this period to:

contact@nanosneakers.eu

The request must contain:

• the customer's first name and last name;

• the order number;

• the product(s) concerned;

• a clear statement indicating the desire to withdraw.

Upon receipt of the request, Nanosneakers will communicate to the customer the procedure and the return address corresponding to the product. This address may be that of a logistics center, a control center, or a partner factory, particularly abroad.

The customer must then ship the product without undue delay and no later than 14 days following notification of their withdrawal.

No product should be returned without prior instructions. The address on the received package does not necessarily constitute the return address.

2 – CONDITIONS FOR ACCEPTING RETURNS

To be accepted, the returned product must:

• not have been used, washed, modified, or worn outdoors;

• have only undergone the manipulations necessary to verify its nature, characteristics, appearance, and size;

• be clean, complete, and in the condition in which it was received;

• be accompanied by all its original accessories, protections, labels, and documents;

• be returned in its original packaging and box.

Shoes can be tried on carefully indoors, on a clean surface, but must not show any signs of use, dirt, odor, wear, excessive creasing, scratches, or deterioration.

The shoebox is an integral part of the product. It must be protected by a cardboard box or external packaging. No shipping labels, adhesive tape, or markings should be affixed directly to the box.

The customer may be held responsible for any depreciation resulting from handling beyond what is necessary to examine the product.

Proof of purchase and proof of return shipment may be requested.

3 – RETURN COSTS AND RESPONSIBILITY

In the event of withdrawal, change of mind, incorrect size ordered by the customer, or voluntary exchange request, the return costs are entirely the responsibility of the customer.

The customer must use a tracked shipping method and keep proof of shipment until their request is fully processed.

The customer remains responsible for the package until its actual receipt at the return address communicated by Nanosneakers. Nanosneakers cannot refund a product returned without tracking that is lost during transit.

Packages sent without sufficient postage, cash on delivery, or to an address other than the one communicated may be refused.

If Nanosneakers confirms that the customer received an incorrect product, an item damaged during delivery, or a product with a defect covered by the legal guarantee of conformity, Nanosneakers will cover the reasonable costs necessary to process the request.

4 – INSPECTION BY THE CENTER OR PARTNER FACTORY

Depending on the product and its logistical origin, the return may be sent to a Nanosneakers control center or partner factory.

Upon receipt, the product will be inspected to verify:

• its general condition;

• the absence of signs of use;

• the presence of the box and accessories;

• its correspondence with the product initially shipped;

• compliance with the return conditions provided in this policy.

For commercial requests not falling under a mandatory legal right, particularly certain exchanges or late returns, the return will be subject to the prior agreement of Nanosneakers and the relevant center or partner factory.

However, the intervention or opinion of a logistics partner does not limit the consumer's mandatory legal rights. Nanosneakers remains the customer's point of contact and is responsible for processing the request.

5 – DAMAGED, INCORRECT, OR DEFECTIVE PRODUCTS

The customer is invited to check their package upon receipt.

Any visible damage, incorrect product, missing item, or apparent problem must be reported as soon as possible, ideally within 48 hours of receipt, to contact@nanosneakers.eu.

To allow for the examination of the request, the customer must provide:

• their order number;

• a precise description of the problem;

• photographs or videos of the product;

• photographs of the box, package, and shipping label;

• any other useful evidence.

The product, box, and shipping packaging must be kept throughout the examination period.

The indicative 48-hour period facilitates the processing of visible damages but does not waive the legal rights applicable to defects or faults that could not be observed upon delivery.

6 – EXCHANGES AND SIZE CHANGES

Exchanges are offered subject to:

• the availability of the requested product or size;

• the condition of the returned product;

• Nanosneakers' prior agreement;

• where applicable, the acceptance of the return by the center or partner factory.

For a size change or an exchange requested by the customer without error by Nanosneakers, the customer bears:

• the return costs of the first item;

• any shipping costs for the new item, communicated before the exchange is validated.

If the requested size is no longer available, Nanosneakers may offer another product, a credit note, or a refund when legally due.

A credit note will only be issued with the customer's express agreement and will never replace a legally mandatory refund.

7 – EXCEPTIONS AND EXCLUSIONS

The right of withdrawal may be excluded, in particular, for personalized products or products manufactured according to the customer's specifications, when the legal conditions for this exception are met.

Items clearly presented before purchase as exhibition products, Outlet products, Grade B, or showing identified imperfections cannot be considered defective solely because of the characteristics expressly disclosed before the order.

However, defects not reported before purchase and mandatory legal rights remain covered.

Specifically, the following are not considered manufacturing defects:

• normal wear and tear;

• damage caused by inappropriate use;

• damage related to poor maintenance;

• accidents, impacts, stains, or tears;

• modifications made by the customer or a third party;

• deterioration caused by washing or the use of inappropriate products.

8 – REFUNDS

When a return is admissible, Nanosneakers may defer the refund until the actual receipt of the product or until the customer provides proof of shipment, whichever occurs first and within the limits allowed by law.

Upon receipt, the product will be inspected in accordance with this policy.

The refund will be made to the payment method used during the order, unless the customer expressly agrees to another solution.

In the context of a legally valid withdrawal, the refund includes:

• the price of the returned products;

• the standard delivery costs initially paid.

If the customer had selected a more expensive delivery method than the standard delivery offered, particularly FedEx Express, the corresponding supplement will not be refunded beyond the cost of the cheapest standard delivery.

Direct return costs remain the responsibility of the customer in case of change of mind or withdrawal.

Nanosneakers may apply a deduction corresponding to the depreciation of the product if it has been handled beyond what was necessary to verify its nature, characteristics, and proper functioning.

After the refund is issued, its appearance on the customer's bank account may take several business days depending on the bank or payment provider.

9 – ORDER CANCELLATION

Any cancellation request must be sent as soon as possible to contact@nanosneakers.eu.

Nanosneakers will attempt to stop the preparation of the order when still possible. However, cancellation before shipment cannot be guaranteed when the order has already been prepared, transmitted to the logistics center, exported, or shipped.

When the legal right of withdrawal applies, it remains applicable after receipt of the product in accordance with the terms of this policy.

10 – DELAYS, IN-TRANSIT PACKAGES AND DELIVERY DISPUTES

No automatic refund will be made for a package still in transit during the announced delivery time.

In case of abnormal delay, prolonged absence of tracking updates, or exceeding the announced delivery date, the customer must contact Nanosneakers so that an investigation can be opened with the carrier or logistics partner.

If the loss of the package is confirmed or if its delivery is no longer reasonably possible, Nanosneakers will apply the remedies provided by applicable law, which may include a new shipment or a refund.

When a package is indicated as delivered but the customer disputes its receipt, Nanosneakers will examine, in particular:

• the carrier's tracking;

• proof or photograph of delivery;

• the address indicated during the order;

• information communicated by the carrier;

• statements and evidence submitted by the customer.

This investigation does not limit the consumer's legal rights.

11 – HOW TO MAKE A REQUEST

Any request must be sent to:

contact@nanosneakers.eu

The message must specify:

• the customer's first name and last name;

• the order number;

• the product concerned;

• the nature of the request;

• useful photographs, videos, or evidence.

The customer must not return any product before receiving instructions and the return address communicated by Nanosneakers.

Return addresses may vary depending on the product, its supplier, its logistics center, and the country from which it was shipped.

12 – WARRANTIES AND LEGAL RIGHTS

This policy does not limit or replace any mandatory rights granted to the consumer by applicable law.

Products sold to consumers benefit, in particular, when French or European law applies, from the legal guarantee of conformity and the guarantee against hidden defects.

Nanosneakers remains responsible to the customer for the conformity of the products sold, even when a supplier, factory, or logistics partner is involved in the preparation, shipment, control, or receipt of the return.