Change and return

At NextStep Store, we want your experience to be clear, fair and hassle-free.
Below are the conditions applicable under the Spanish General Law for the Defense of Consumers and Users (RDL 1/2007), adapted to our activity as an intermediary (reseller).

🛑 Cancellations

Before shipment (within 14 business days from purchase)

Free cancellation if your order has not yet been processed or shipped.

Order processed but not yet collected by the carrier

Cancellation possible with a 4% fee (shipping costs are non-refundable).
This fee covers internal handling, inventory management and non-recoverable bank/payment commissions.

Order already shipped

The request is treated as a return.
A 5% fee applies to cover logistics and payment processing costs.

🔁 Exchanges

If you need a different size or want to change the model and the item has not been used, simply contact us — you do not need to place a new order.
Logistics costs associated with the exchange are borne by the customer.

📦 Returns (Right of Withdrawal – 14 Days)

Under Spanish law (RDL 1/2007), you have 14 natural days from the day of delivery to return a product as long as it has not been used and remains in perfect condition.

Conditions to accept a return:

The item must not have been used, worn, washed or manipulated beyond what is necessary to verify its nature, characteristics and functioning (the same as trying it at home without signs of use).
Must include original packaging, tags, and safety seals intact.
Return shipping costs are paid by the customer.
The original shipping cost is non-refundable.
Personalized items cannot be returned (a store credit will be issued).
Pop Mart items cannot be returned if the box has been opened.

🛡 Warranty & Product Condition Responsibility

We are intermediaries (resellers), not a technical service

All products sold at NextStep Store do NOT include a commercial warranty or repair service, as we are not the manufacturer nor the official distributor — except for Swatch products, which include the official manufacturer warranty.

What we DO cover

We only cover:

✔ Manufacturing defects on unused items, reported within 14 natural days from delivery.
In such cases, we can offer an exchange or a refund.

What we DO NOT cover

❌ Damage caused by normal use, wear and tear, washing or improper handling
❌ Breaks, scratches, stains, deformities or deterioration from regular use
❌ Issues arising after the 14-day period
❌ Items without original packaging, tags or safety seals
❌ Pop Mart products with opened boxes
❌ Any defect occurring after use of the product

This clause protects the seller and fully complies with Spanish law:
Once an item has been used, we cannot determine whether the issue is due to manufacturing or usage; therefore, we cannot accept returns or assume responsibility.

💸 Refunds

Processing time: 2–5 business days after approval.
Refunds are issued through the same payment method.
For in-store purchases or special orders, a non-expiring store credit is issued.

🔒 Deposits

Deposits placed to reserve products are non-refundable if you decide not to complete the purchase.
They are only refundable if we cannot obtain or deliver the item within 14 business days.