1. Overview

At Xnexz Ltd (“Xnexz”, “we”, “our” or “us”) we stand behind the quality of our safety footwear and workwear. This Damage & Warranty Policy explains what our warranty covers, what it does not cover, and how to make a claim. It sits alongside our Terms & Conditions, Refund & Returns Policy and Shipping & Delivery Policy.

Warranty period – Every Xnexz product is covered for 6 months against manufacturing defects, starting from the date your order is delivered. This warranty applies to the original purchaser and is not transferable.

2. What Is Covered

 •  We will repair, replace or refund any product that develops a genuine manufacturing defect within the 6-month warranty period under normal use. Covered defects include:

 •  Sole separation or delamination – the outsole or layers of the sole coming apart from the shoe.

 •  Stitching and seam failure – seams or stitching that come undone where they should not.

 •  Structural defects in the toe cap or midsole – including a toe cap or protective midsole that is faulty, misaligned or fails to perform as designed.

 •  Material failure under normal use – upper materials, linings or bonding that break down prematurely despite correct use and care.

 •  Component and hardware failure – eyelets, lace hooks, zips, buckles or fastenings that fail under normal use due to a manufacturing fault.

3. What Is Not Covered

This warranty does not cover damage that results from use, accident or anything other than a manufacturing defect. The following are clearly excluded:

 •  Normal wear and tear – including worn or thinning outsoles and treads, fading, creasing and gradual breakdown from regular use over time.

 •  Damage from misuse, accidents or use outside the product’s intended purpose.

 •  Cosmetic damage – scuffs, scratches and marks from everyday site use that do not affect the function or safety of the product.

 •  Damage from chemical exposure – contact with solvents, acids, fuels, oils, cleaning agents or other chemicals.

 •  Improper sizing chosen by the customer – footwear that does not fit because the wrong size was ordered (see our Refund & Returns Policy to exchange unworn items).

 •  Damage from improper cleaning, drying or storage – such as machine washing, direct heat drying, or prolonged exposure to damp.

 •  Alterations, modifications or repairs carried out by anyone other than Xnexz.

 •  Damage from exposure to heat, fire or conditions beyond the product’s stated rating.

 •  Products not purchased directly from Xnexz or an authorised Xnexz reseller.

 •  Loss, theft or damage in transit (transit issues are handled under our Shipping & Delivery Policy).

4. Safety Performance

Where a product carries a safety rating or certification (for example a protective toe cap or midsole), that protection is only guaranteed when the product is used within its intended purpose and certified limits, and while it remains in sound condition. Safety footwear that has been damaged, heavily worn, modified or exposed to conditions beyond its rating should be withdrawn from use immediately, as its protective performance can no longer be guaranteed.

5. How to Make a Claim

If you believe your product has a manufacturing defect, please contact us before sending anything back:

1. Email support@xnexz.com within the 6-month warranty period, quoting your order number.

2. Include clear photos of the defect and a short description of how and when it appeared.

3. Our team will review your claim, usually within 3–5 working days, and may request additional photos or that the item be returned for inspection.

4. If a return is required, we will provide instructions. Please clean the item where possible and include any original packaging.

6. Our Resolution

Remedy – If a defect is confirmed, we will, at our discretion, repair the product, replace it with the same or an equivalent item, or issue a refund where repair or replacement is not possible.

Replacement warranty – A repaired or replaced product is covered for the remainder of the original 6-month period, not a new 6 months.

Rejected claims – If, on inspection, the damage is found to fall under Section 3 (Not Covered), we will explain why and return the item to you. Any optional repair we can offer in these cases would be quoted separately.

7. Your Statutory Rights

This warranty is provided in addition to, and does not affect, your legal rights. In the UK, the Consumer Rights Act 2015 requires goods to be of satisfactory quality, fit for purpose and as described. Customers in the UAE and other regions retain any consumer protection rights available under their local law. Nothing in this policy limits those rights.

8. Contact Us

For any questions about this policy or to start a warranty claim, please contact:

Email: support@xnexz.com

Customer service phone: +44 20 4569 0161

Returns address: Xnexz Returns Department, 20 Wardle Pl, Oldbrook, Milton Keynes, MK6 2XU, UK