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Return & Refund Policy

Last Updated: December 31, 2025

Thank you for shopping with FT NEXIS RETAIL LLC. We are committed to ensuring you are satisfied with your purchase.

Please review our policy carefully. By placing an order on ftnexis.com, you agree to the terms outlined below. FT NEXIS RETAIL LLC reserves the right to update this policy at any time and to make the final decision on all return and refund cases.

Policy Overview

1. Order Changes & Cancellations

Cancellation Window

You have a 6-hour window after placing your order to request changes or a cancellation. Please contact us immediately at:

Email: office@ftnexis.com

After 6 hours, your order enters the processing and fulfillment phase, and we can no longer make adjustments or cancel it.

Restrictions on Changes

Personalized and Custom Items: These cannot be changed or canceled once the order is submitted, as production begins immediately.

Prohibited Changes: We cannot permit the following changes once an order is placed:

• Adjusting the quantity of items in a discounted or bulk order
• Changing the style, colorway, or size if it alters the product's final price
• Applying discount codes or promotions retroactively
• Changing the shipping address after the order has shipped

Significant Changes: If you need to make significant changes to item types or quantities, we must cancel the original order (within the 6-hour window). You can then place a new, correct order.

Order Cancellation by FT NEXIS

We reserve the right to cancel orders at our discretion, including but not limited to:

• Suspected fraudulent transactions
• Inventory unavailability
• Pricing errors on our website
• Orders that violate our Terms & Conditions

If we cancel your order, you will receive a full refund to your original payment method.

2. Return Eligibility Window

Our return policy is valid for 45 days from the date of delivery. If 45 days have passed since your item was delivered, we cannot offer a return or refund.

You may request a return only if the product meets one of the following criteria:

A. You Received an Incorrect, Damaged, or Faulty Item

This applies if the item you received is:

• Damaged, broken, or has a manufacturing defect (e.g., sole separation, significant glue stains, stitching errors)
• The wrong size, colorway, or model compared to what you ordered
• Significantly different from the description on our website
• Missing parts or accessories that were advertised

B. The Package Was Damaged by the Shipping Carrier

If your package arrives visibly damaged or tampered with, please report it to us within 12 days of delivery so we can provide prompt assistance.

Important: If possible, take photos of the damaged packaging before opening the package. This documentation helps us file claims with the carrier.

C. Change of Mind (Buyer's Remorse)

If you simply changed your mind, ordered the wrong size, or no longer want the item, you may still be eligible for a return within the 45-day window, provided the item meets all return conditions outlined in Section 3.

Note: Return shipping costs for change-of-mind returns are the customer's responsibility.

3. Conditions for an Accepted Return

To be eligible for a return, your item must be in its original, new condition. We cannot accept returns if the item has been:

Additional Notes

• We recommend trying on footwear on a carpeted surface to avoid sole wear that would make the item ineligible for return.
• All items must be returned in their original packaging, including the original shoe box, dust bags, and any accessories.
• The shoe box is considered part of the product. Items returned in damaged boxes may be subject to a restocking fee.
• Minor loose threads or easily repairable imperfections that do not affect the structure or function of the item do not qualify as defects.

Items Not Eligible for Return

The following items are final sale and cannot be returned or refunded:

• Sale or clearance items (marked as "Final Sale")
• Personalized or custom-made items
• Gift cards
• Items marked as non-returnable on the product page
• Items returned after the 45-day return window
• Items not in original condition

4. Return Shipping Costs

A. FT NEXIS Covers Return Shipping When:

We will provide a prepaid return label at no cost to you when:

• The item is wrong (incorrect size, color, or model)
• The item is damaged or defective upon arrival
• The item is significantly not as described on our website
• We made an error with your order

B. The Customer Covers Return Shipping When:

You are responsible for return shipping costs when:

• You ordered the wrong size
• You changed your mind about the purchase
• You no longer want the item
• The item doesn't fit as expected (but is not defective)

Estimated Return Shipping Costs:

Actual costs may vary based on package weight and location.

C. Return Shipping Recommendations

• Use a trackable shipping method with delivery confirmation
• Purchase shipping insurance for items over $75 in value
• Keep your return tracking number until your refund is processed
• We are not responsible for lost return packages without tracking

5. How to Start a Return

Step 1: Contact Us

Email our support team at office@ftnexis.com with the subject line:

"Return Request – Order #[Your Order Number]"

Please include the following in your email:

• Your full name and order number
• A photo of the shipping label on the package
• Clear photos or a video showing the issue with the product
• For sizing issues, include photos showing the item's measurements (e.g., insole length)
• Specify whether you would like a replacement or a refund

Step 2: Wait for Approval

Our team will review your request within 24-48 hours and respond with one of the following:

• Approved: You will receive a Return Merchandise Authorization (RMA) number and return instructions
• Denied: We will explain why your return request does not meet our policy criteria
• Additional Information Needed: We may request more photos or details

Step 3: Receive Your Return Label

If your request is approved, we will email you:

• A Return Merchandise Authorization (RMA) number
• A return shipping label (if applicable)
• Detailed return instructions
• The return address

Please print the label and attach it securely to your return package.

Step 4: Prepare Your Package

• Pack the item securely in its original packaging
• Include all original tags, accessories, and documentation
• Write your RMA number clearly on the outside of the package
• Do not write on or damage the original product box

Step 5: Ship the Item Back

Send the package to the address provided on the shipping label.

Important:

• Do not send items back without contacting us and receiving approval first
• We are not responsible for returns sent without authorization
• You must provide us with the return tracking number via email
• No refund will be issued for packages that are not received at our return address

Step 6: Confirmation

Once we receive your return, we will:

• Inspect the item within 3-5 business days
• Email you to confirm the return was received
• Process your refund or replacement (if approved)

6. Exchanges

Exchange Process

If you would like to exchange an item for a different size, color, or style:

1. Contact us at office@ftnexis.com to request an exchange
2. We will check availability of your desired item
3. If available, follow the return process outlined above
4. Once we receive your return, we will ship the new item

Exchange Shipping

• Defective/Incorrect Items: We cover both return and new item shipping
• Change of Mind/Size: You cover return shipping; we cover new item shipping

Availability

Exchanges are subject to product availability. If your desired item is out of stock, we will offer:

• A full refund, or
• Store credit for the same value, or
• An alternative item of equal value

7. Refund Policy

Refunds are processed only after we have received and inspected the returned item.

Refund Eligibility

A refund may be approved if the returned item:

• Is confirmed to be defective, damaged, or incorrect as per our policy
• Meets all return conditions outlined in Section 3
• Is returned within the 45-day return window
• Is a regular-priced item (sale items are non-refundable)

Refund Process

Once your returned package arrives at our facility:

1. Our team will inspect it within 3-5 business days
2. We will verify the issue and ensure it meets all return conditions
3. If approved, your refund will be processed within 1-2 business days
4. You will receive a confirmation email once the refund has been issued

Refund Amount

Refund Method & Timing

Refunds will be credited back to your original form of payment (PayPal or Credit/Debit Card).

The timeline for funds to appear in your account depends on your financial institution's policies.

Late or Missing Refunds

If you haven't received your refund after the expected timeframe:

1. Check your bank account or PayPal balance again
2. Contact your credit card company – refunds may take time to post
3. Contact your bank – there is often processing time before a refund appears
4. Contact us at office@ftnexis.com if you've done all of this and still have not received your refund

8. Store Credit

In some cases, we may offer store credit instead of a refund:

• When requested by the customer
• For returns outside the standard policy (at our discretion)
• For items returned without a receipt or order number

Store Credit Terms

• Store credit is issued in USD
• Store credit does not expire
• Store credit is non-transferable and cannot be redeemed for cash
• Store credit can be used on any future purchase at ftnexis.com

9. Damaged or Lost Return Packages

Damaged in Transit

If your return package is damaged during shipping back to us:

• We will assess the condition of the item upon receipt
• If the item is unsellable due to transit damage, we may deny the refund
• We recommend purchasing shipping insurance for valuable items

Lost in Transit

If your return package is lost:

• You are responsible for filing a claim with the shipping carrier
• We cannot process a refund until we receive the returned item
• This is why we strongly recommend using trackable shipping with insurance

10. International Returns

For international orders:

• Customers are responsible for all return shipping costs
• Customs duties and taxes paid on the original order are non-refundable
• We recommend using an international trackable shipping method
• Return shipping may take 2-4 weeks to arrive at our facility
• Refunds will be issued in USD; currency conversion fees are the customer's responsibility

11. Holiday Return Policy

During the holiday season (November 1 – December 31), we extend our return window:

• Orders placed between November 1 and December 31 are eligible for return until January 31 of the following year
• All other return conditions still apply
• This extended window applies to regular-priced items only

12. Warranty Information

Manufacturing Defects

All FT NEXIS products are covered against manufacturing defects for 90 days from the date of delivery. This warranty covers:

• Sole separation or detachment
• Stitching failures
• Material defects
• Hardware malfunctions (zippers, buttons, etc.)

Warranty Exclusions

The warranty does not cover:

• Normal wear and tear
• Damage caused by misuse, accidents, or improper care
• Damage caused by third-party repairs or modifications
• Fading or discoloration from exposure to sunlight
• Water damage (unless the product is advertised as waterproof)

How to File a Warranty Claim

Email office@ftnexis.com with:

• Your order number
• Photos of the defect
• Description of the issue

We will review your claim and respond within 48 hours.

13. Restocking Fees

In certain circumstances, a restocking fee may apply:

Restocking fees will be deducted from your refund amount.

14. Fraud Prevention

To protect our customers and business, we monitor return activity for potential abuse. We reserve the right to:

• Limit or deny returns for customers with excessive return history
• Require additional verification for high-value returns
• Report fraudulent activity to appropriate authorities
• Ban accounts engaged in return fraud

Examples of return fraud include:

• Returning worn or used items as "new"
• Returning counterfeit or substitute items
• Falsely claiming items were not received
• Exploiting return policies for financial gain

15. Contact Us

If you need help with a return, refund, or exchange, our team is here to assist.

Email: office@ftnexis.com Phone: +1 (859) 379-4489 Address: 212 N. 2nd St. STE 100, Richmond, KY 40475

Response Time: We reply to all inquiries within 24 business hours (Monday-Friday).