Refund policy

We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@xnexz.com. Please note that returns will need to be sent to the following address: support@xnexz.com

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@xnexz.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@xnexz.com.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refund & Returns Policy

Xnexz is committed to offering a fair and transparent refund experience. Because our safety shoes are crafted to S1P and EN ISO 20345 standards using high-performance materials and are packaged like a premium gift, we want you to be fully satisfied with your purchase. The following policy explains when and how you can return products, what conditions apply and how refunds are processed. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

1. Return Eligibility and Deadlines

Standard returns

90-day return window: You may return unwanted or non-faulty items within 90 days of receiving your order for a full refund. Many competitors offer similar time frames – for example, Safety Brands allows returns within 90 days and requires items to be unworn and in original packaging. We follow this industry norm to give you ample time to evaluate your purchase.
Unworn, unused condition: Returned items must be unworn, unused, free of dirt or damage and in their original packaging with tags and documentation intact. Competitors such as Safety Brands state that items should be in the same condition received, unworn or unused, with tags and in original packaging. Likewise, Shop Caterpillar stresses that items must be returned clean, unworn and with tags, and warns customers not to affix labels or write on the branded box. Please take similar care when returning Xnexz shoes.
Proof of purchase: Please include your order number or receipt. Without proof of purchase we may not be able to identify your order or process a refund.
Gift-style packaging: Our shoes are shipped in premium gift boxes. You must return the product box undamaged and inside an outer shipping box. Do not tape directly onto the shoe box; doing so may render the item non-returnable or subject to a re-boxing fee, consistent with the approach taken by Shop Caterpillar.

Exceptions and non-returnable items

Customised or personalised items: Products altered to your specifications (e.g., custom inscriptions or modifications) cannot be returned unless they are faulty. Personalised items are similarly excluded from returns at many competitors such as Tuffshop.
Sale, clearance or final-sale items: Marked-down items may not be eligible for return unless they are defective. We will indicate non-returnable clearance items at the time of purchase.
Items not purchased directly from Xnexz: If you bought Xnexz products from a third-party retailer or marketplace, please contact the original seller. Shop Caterpillar notes that it cannot refund or replace products that were not bought directly from its site; the same principle applies here.
Used PPE or hygiene products: For hygiene reasons, items such as used insoles or socks cannot be returned once worn.

2. How to Start a Return

Contact customer support (recommended): Email support@xnexz.com with your order number, the item you wish to return and reason for the return. Although Safety Brands allows customers to send returns without prior contact, we strongly recommend contacting us first so that we can provide a return authorisation and ensure a smooth process.
Complete the returns form: We include a returns form with your shipment. Circle the reason for return and include the form in your parcel, similar to Shop Caterpillar’s process of circling the reason and placing the form inside.
Package securely: Place your unworn shoes in their original gift box. Place the gift box inside an outer carton or mailing bag. Do not affix labels or tape directly to the gift box.
Attach the return label: Write or print our returns address clearly on the outer packaging. If we have provided you with a returns label, attach it to the parcel.
Ship via a tracked service: Use a tracked or insured service to send your parcel back to us and keep proof of postage. Competitors such as Shop Caterpillar recommend using a tracked service and keeping proof of return; we also require this to avoid disputes about lost parcels.

Return address

Please send returns to:
Xnexz Returns Department
20 Wardle Pl, Oldbrook, Milton Keynes MK6 2XU
United Kingdom
(We will provide the exact address in your return authorisation email.)

3. Return Shipping Costs

Customer pays return postage for standard returns: For unwanted or wrong-size items, you will bear the cost of returning the goods. Safety Brands states that buyers pay for return postage, and Shop Caterpillar notes that it does not offer free returns except for faulty or incorrect items. We follow this model.
Faulty or incorrect items: If we sent you a defective or wrong item, please contact us immediately. Do not attempt to repair the product; returning a fixed or altered item may void the warranty. Once we confirm the issue, we will provide a free returns label and reimburse reasonable return shipping costs.

4. Faulty Goods and Warranty Claims

Inspection on delivery: Inspect your order when it arrives. Contact us promptly if there are any defects, damage or if the wrong item has been delivered. Safety Brands advises customers to contact them immediately for defective or wrong items; we share this expectation.
Warranty period: Xnexz footwear comes with a 90-day warranty against manufacturing defects from the date of purchase. This warranty covers faults in materials and workmanship. It does not cover normal wear and tear, misuse, damage caused by improper care or modifications.
Claim process: Provide your order number, description of the fault and photographic evidence. As Shop Caterpillar advises, we may request images of faulty items to verify the issue. Do not return defective items before contacting us; we need to authorise the return and may send you a pre-paid label.
Resolution: If the claim is approved, we will repair the item, replace it or issue a refund. If the item has been worn, we will inspect it to determine whether the fault is due to manufacturing or misuse. Unauthorised repairs or alterations invalidate the warranty.

5. Exchanges

We do not offer direct exchanges. Competitors such as Safety Brands and Shop Caterpillar advise customers to return unwanted items for a refund and place a new order. To obtain another size or style, please place a new order once your refund has been processed.

6. Refunds

Inspection and approval: Once we receive your return, we will inspect the item’s condition and packaging. We will notify you by email whether your refund has been approved or rejected. This approach mirrors that of Safety Brands, which notifies customers after inspecting returned goods.
Refund timeline: Approved refunds are processed to the original payment method within 14 days of receiving the returned goods. Shop Caterpillar states that refunds are processed within 14 days of receipt and may take up to two weeks to appear on your account. Tuffshop similarly processes refunds within 14 days. Bank processing times may vary, so please allow additional days for your account to reflect the refund.
Original delivery costs: If you return your entire order within 90 days, we will refund the full purchase price including the standard outbound delivery charge, consistent with UK consumer law and practices at Tuffshop. If you paid for premium delivery, only the standard delivery cost will be refunded.
Partial deductions: If returned items are missing packaging, have signs of wear or damage, or are returned after the 90-day window, we reserve the right to reduce your refund to cover loss in value or to refuse the return. Some competitors deduct a percentage for late returns or missing documentation; we apply similar discretion but aim to be fair and transparent.

7. Cancelling Your Order (Consumer Contracts Regulations)

If you order online you have a 14-day cooling-off period under the Consumer Contracts Regulations. You must notify us of your intention to cancel within 14 days of receipt and then return the item within 14 days of notifying us. We will refund you in full including standard delivery charges. You are responsible for return shipping. The goods must be returned in unused, resellable condition with all packaging and tags attached.

8. International Returns

International customers: You may return goods from outside the UK within the 90-day period, but you are responsible for return shipping, duties and taxes. We will not reimburse customs duties or local taxes paid on delivery. Mark your parcel as “returned goods” to avoid additional customs charges.

9. Additional Information

Lost returns: We are not responsible for returns lost in transit. Always use a tracked service and retain proof of postage.
Gifts: If the item was marked as a gift at the time of purchase and shipped directly to the gift recipient, the recipient can return the gift for a gift credit (subject to eligibility) or the purchaser can receive a refund. The refund will only be issued to the original payment method.
Customer service: For any questions about returns, exchanges or refunds, please contact: support@xnexz.com or call +44 2045690161. We pride ourselves on outstanding customer support and will do our best to resolve any issues promptly.

By shopping with Xnexz you acknowledge that you have read and understood this policy. We appreciate your business and strive to provide durable, stylish safety shoes that deliver on comfort, protection and elegance.

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Refund policy

Refund & Returns Policy