Refund policy

Cancellation, Return, Exchange and Warranty Policy

At Next Step, we want your shopping experience to be clear, safe and transparent.

Below we set out our terms for cancellations, returns, exchanges, refunds, pre-orders and warranty, in accordance with the General Law for the Defence of Consumers and Users (Royal Legislative Decree 1/2007), adapted to our business as intermediaries and resellers.

Last updated: August 8, 2026.

Summary

Cancellation: from “My orders” within 15 minutes of purchase; after that, write to us before the order ships.
Return: 14 calendar days from receipt, with the product unused and with its original packaging, labels and security tags; once approved, you have 7 calendar days to send it.
Exchange: no need to place a new order; the current price of the new product applies.
Refund: within 14 calendar days at the latest, to the same payment method and based on the amount you paid.
Final sale: Pop Mart products and Pokémon cards cannot be returned or exchanged.

1. Cancellations

Within 15 minutes of purchase

You can cancel your order directly from “My orders” within 15 minutes of purchase, provided it has not yet been shipped:

Log in to your account.
Go to “My orders”.
Select the order in question.
Click “Cancel order”, if the option is available.

After 15 minutes

If you want to cancel the order before it ships, contact our customer service team so we can check its status and handle the request where possible. If the order has not been shipped, we will refund all amounts paid.

Order already processed or shipped

The fact that an order has been processed or packed does not limit your right of withdrawal within the legal period.
Once shipped, the cancellation is handled as a return (see section 2).

2. Returns (right of withdrawal)

Time limit

In accordance with Royal Legislative Decree 1/2007, you have 14 calendar days from receipt of the order to exercise your right of withdrawal, except for final sale products (section 5).

Condition of the product

The item must not have been used, washed or handled beyond the normal inspection permitted by law (for example, trying it on at home without signs of use).
It must keep its original packaging, labels and NextStep security tags intact.

Products that cannot be returned

Pop Mart and Pokémon cards: these are final sale and cannot be returned or exchanged (see section 5).
Personalized products: cannot be returned; in these cases a gift card will be issued.

Shipping costs

Return shipping costs are your responsibility.
We will refund the original shipping costs corresponding to the standard delivery option. If you chose a faster or more expensive option than standard, the additional cost resulting from that choice will not be refunded.

How to request a return

Log in to your account.
Go to “My orders”.
Select the order in question.
Click “Request return” and follow the instructions.

You can also go there directly from this link: https://account.nextstepstore.com/orders

Deadline for sending the return

Once the return has been approved, you have 7 calendar days to hand the package over to the carrier, counted from the day we send you the return label (or from approval, if you ship it yourself).

To determine whether you sent it on time, we rely on the carrier's tracking data: the date on which the carrier first scans the package is what counts.
If you do not send it within that period, we will consider that you have waived the return: the request is closed and we may void the label.

3. Exchanges

If you want to exchange a product for another size, color, model or product, and the item meets the return conditions in section 2, you can contact us to request the exchange without placing a new order. Final sale products (Pop Mart and Pokémon cards) cannot be exchanged.

Price applicable to exchanges

The prices published on our website may vary depending on supply, demand, availability and market conditions. These variations do not affect orders that have already been confirmed: the price of the product you bought is fixed when the order is confirmed and does not change afterward.

When you request an exchange, it is processed at the current price of the new product at the time the request is handled:

If the new product costs more than what you paid for the original, you will pay the difference.
If it costs less, we will refund the difference.
If they cost the same, there is no adjustment.

Before confirming the exchange, we will inform you of the applicable price and, where relevant, of the exact amount to be paid or refunded. The exchange request does not change the amount originally paid, nor does it create any right in respect of any later price changes.

4. Refunds

Time frame and method

We will process the refund without undue delay and, in any event, within a maximum of 14 calendar days from when you inform us of your decision to withdraw. Our usual time frame is 2 to 5 business days after receiving the return.
We may withhold the refund until we have received the product or proof that it has been sent back.
The refund is made using the same payment method you used for the purchase, at no cost to you.

Refund amount

The product amount is always calculated based on what you actually paid in the original order, and not on the price the product has later on our website. This also applies if you prefer a return instead of an exchange:

If the price of the product has gone up, you will not be entitled to receive more than you paid.
If the price has gone down, that decrease does not reduce the amount due to be refunded to you either.

5. Final sale: Pop Mart and Pokémon cards

Products from Pop Mart (including surprise boxes or blind boxes) and Pokémon cards (Pokémon TCG: booster packs, boxes, tins and other products) are final sale: returns and exchanges are not accepted, including when they are purchased as a pre-order.

This condition is expressly stated on each product page before purchase. By placing the order, you accept these conditions.

We will only consider a claim about these products if they have a serious manufacturing defect, you notify us within 14 calendar days of delivery and you send us a complete, uncut unboxing video, recorded from when the package is still sealed, in which the defect can be seen. Without that video we cannot accept the claim.

6. Refused, uncollected or undelivered packages

If the package is returned to us because you refuse delivery, do not collect it from the pickup point within the set period, or it could not be delivered for reasons attributable to you (incorrect or incomplete address, recipient not present during the carrier's delivery attempts, or incorrect contact details), you may choose between:

Reshipment: we will send the order again once the cost of the new shipment has been paid.
Refund: we will refund the product amount and the original shipping costs corresponding to the standard delivery option. If you chose a faster or more expensive option, the additional cost resulting from that choice will not be refunded.

In the case of a refund, the cost of returning the package to our premises is your responsibility: we will deduct from the refund the cost the carrier has actually invoiced us for that return, which we can prove with its invoice. We do not apply any penalties or additional handling fees.

The refund will be made within a maximum of 14 calendar days from when you inform us of your choice, and may be withheld until the package reaches our premises. If we do not receive a reply within 14 days of our notice, we will proceed with the refund on the terms set out above.

7. Defective products

Nature of our business

Next Step acts as an intermediary or reseller, not as a manufacturer or official service center. The products sold do not include any additional commercial warranty or in-house repair service.

Exception: Swatch products come with the manufacturer's official warranty.

What we cover

If you receive a product with a manufacturing defect that is visible, and you have not used it, you can notify us within 14 calendar days of delivery to request an exchange, return or refund, as appropriate.

What we do not cover

Damage resulting from normal use, wear, washing or handling.
Breaks, tears, scratches, stains or deformations caused by everyday use.
Faults resulting from use beyond the permitted inspection.
Products without their original packaging or without tags/labels.
Pop Mart products and Pokémon cards, except for a serious manufacturing defect proven as described in section 5.

The purpose of this clause is to ensure the correct application of the regulations in force in cases where it cannot be determined whether a defect is original or the result of subsequent use of the product.

8. Pre-orders

Products marked as Pre-order are not in stock at the time of purchase: we locate and purchase them specifically for you through our network of European suppliers. This condition is expressly stated on each product page before purchase.

Guaranteed price

The price is fixed when the order is confirmed and will not be changed for that order under any circumstances, regardless of later changes in the market price, our suppliers' prices or the price published on the website. We will never ask you for an additional payment on an order that has already been confirmed.

Maximum period and cancellation

The maximum period during which we can keep a pre-order open depends on the validity period of the payment authorization of the method you used:

Bank card: approximately 7 calendar days.
Klarna and other deferred payment methods: up to 30 calendar days.

If we are unable to locate the product within that period, we will cancel the order and you will receive a full refund of everything you paid (or the full release of the authorization, if no charge was actually made).

If you tell us you would rather keep waiting, we will keep the search active for the entire period allowed by the payment authorization, to exhaust every possibility of getting it.

We will keep you informed of the status of your pre-order with regular updates. If we encounter any sourcing difficulty, we will let you know without delay, and you can choose at any time between continuing to wait or canceling with a full refund.

Right of withdrawal

Pre-orders have the same 14-calendar-day right of withdrawal as all other products, under identical conditions (except for the final sale products in section 5).

We do not charge any commission, handling fee or non-refundable amount for the search or sourcing service. In the event of withdrawal or cancellation, everything you paid will be refunded in full.

See all the details on our Pre-order page: https://www.nextstepstore.com/pages/pre-order