Nebu Returns, Exchanges, Repairs & Package Protection Policy

At Nebu, we want buying gear to feel easy. You should be able to try your first order without worrying that sizing will be off or that one wrong pick means you're stuck. We also want to keep good gear in rotation and out of landfills. This policy is built to give customers a fair path to returns and exchanges.

1. Quick Summary

• 45-Day Fit Guarantee: Customers can return eligible items within 45 days of package delivery if the fit is not right.
• Free Exchanges for 45 Days: We offer free exchanges for eligible orders delivered within the contiguous United States if the exchange is requested within 45 days of package delivery.
• Refund Returns for 45 Days: Refund requests for eligible items must be made within 45 days of package delivery.
• Condition Rules: Items must be clean, unused, and returned with original tags attached.
• Final Sale: Final sale items cannot be refunded or exchanged.
• Return Shipping for Refunds: Customers cover return shipping for refund returns unless they purchased Package Protection.
• Package Protection: Package Protection covers qualifying shipping issues and also includes return-label and exchange-shipping benefits. It is automatically added at checkout and can be removed by unchecking the box. It is not refundable.
• Abuse Prevention: Nebu may deny returns, exchanges, claims, or refunds where there is evidence of abuse, excessive claims, chargebacks, or suspected fraud.
• To process a return, please access our returns portal.

2. 45-Day Fit Guarantee

If you are gearing up with Nebu for the first time and the fit is not dialed for the trail, the crag, or the ride, you may return eligible item(s) within 45 days of package delivery under our Fit Guarantee.

This guarantee is intended to take the guesswork out of sizing so you can focus on the trail, the crag, or the ride — not stress over your first order. It is not a general try-before-you-buy program.

To qualify, the item must be:

• clean
• unused
• returned with original tags attached
• not marked final sale

Nebu may limit or deny Fit Guarantee requests in its sole discretion if we see signs of serial refund activity, repeated sizing abuse, or other misuse of the policy.

3. Exchanges

We offer free exchanges for 45 days from package delivery for orders shipped to addresses in the contiguous United States only including Hawaii and Alaska, but exclude APOs FPOs, and DPOs.

Exchange eligibility rules:

• the exchange must be requested within 45 days of package delivery
• the item must be clean, unused, and returned with original tags attached
• the item must not be final sale
• the original order must have been delivered to a shipping address in the contiguous United States. If you have any special requests, please reach out to support@nebuclothing.com and we will do our best to assist.

Free exchanges are intended to help customers get the right size or a comparable replacement item without extra friction. Nebu may limit exchange options based on inventory availability.

4. Refund Returns

Customers may request a refund for eligible items within 45 days of package delivery.

Refund eligibility rules:

• the refund request must be made within 45 days of package delivery
• the item must be clean, unused, and returned with original tags attached
• the item must not be final sale

For refund returns, the customer is responsible for return shipping, unless the customer purchased Package Protection. If Package Protection was purchased, Nebu may create and provide the return shipping label for an eligible refund return.

Original shipping charges are not refunded unless Nebu determines otherwise in its discretion.

5. Final Sale Items

Final sale items are not eligible for refunds or exchanges.

If an item is marked final sale at the time of purchase, that designation controls.

6. Product Condition Requirements

To be eligible for a return or exchange, products must be:

• clean
• unused
• returned with original tags attached

Items that are worn, washed, dirty, damaged after delivery, missing tags, or otherwise not in original return condition may be denied.

7. Repair Philosophy

We want Nebu gear to stay in use for as long as it reasonably can. Where offered, Nebu may repair damage from real use, not only manufacturing defects, when doing so makes sense for the product, the issue, and the customer experience.

Repair availability, repair method, and repair eligibility are determined by Nebu in its discretion and may vary by product, condition, and parts availability. See Repair Policy [link]

8. Package Protection

Nebu offers Package Protection at checkout.

Package Protection is designed to:

• protect against porch theft
• cover qualifying issues involving lost packages
• cover qualifying issues involving stolen packages
• cover qualifying issues involving damage in transit
• include free exchange shipping
• include return labels for eligible returns
• cover all refund return shipping labels
• cover all exchange return shipping labels

Package Protection is:

• automatically added to cart at checkout
• optional
• removable by the customer by unchecking the box
• not refundable
• only applicable on products associated with the order where Package Protection was purchased.

Purchasing Package Protection does not guarantee a refund, replacement, or exchange in every case. Nebu reviews each claim and decides the appropriate resolution.

9. Package Protection Claim Deadlines

Customers must start a Package Protection claim through our exchange, warranty, and return portal [link] .

Claim timing rules:

• Theft or damage claims: must be made within 14 calendar days after the expected delivery date
• Lost-in-transit claims: no fixed time limit applies while the package remains lost in transit by the carrier

Nebu may request supporting information before approving any claim, including order details, shipping information, photos, or a description of the issue.

10. Nebu's Decision Rights

For Package Protection claims, Nebu retains the right to decide whether to:

• replace the product
• issue a refund
• offer an exchange
• deny the claim

Nebu also retains the right to determine whether a claim qualifies as lost, stolen, or damaged in transit.

11. Abuse, Excessive Claims, Chargebacks & Fraud

To keep this policy fair for everyone, Nebu may refuse any return, exchange, refund, replacement, or Package Protection claim if Nebu identifies:

• patterns of abuse
• excessive claims activity
• serial refund behavior
• repeated first-order fit guarantee use that appears abusive
• chargebacks connected to the order or customer account
• suspected fraud
• inconsistent or misleading claim information

Nebu may also limit future purchases, return privileges, exchange privileges, or Package Protection eligibility where abuse is suspected.

12. How to Start a Return, Exchange, or Claim

Customers should click this link to start, make sure to have:

• order number, or email and shipping zipcode
• full name used on the order
• item(s) involved
• whether they want a refund, exchange, or Package Protection claim
• a brief description of the issue
• photos, if the claim involves damage or a delivery issue

If the request is approved, Nebu will provide the next steps, including any return instructions and, where applicable, a return shipping label.

13. Policy Interpretation

Nebu may update, limit, or discontinue this policy at any time for future orders. The policy in effect at the time of purchase will generally apply to that order, unless Nebu states otherwise.

Nebu has the final say on eligibility, condition, abuse review, and claim outcomes under this policy.

To start a return, please click here.