Claim and credit requests

I am a purchasing manager for industry or an end-user 

For end customers, industrial companies and users of our footwear, we recommend that in the first instance you contact the distributor or retailer where the purchase was made. We also suggest keeping the receipt, invoice or proof of purchase of the footwear, so that the date of purchase and value of the purchased goods can be traced more quickly. 

Exena has no direct e-commerce: customers who purchase our products from authorised external e-commerce sites must refer (unless otherwise stated) to the business terms and conditions of the intermediary from which they made the purchase.

I am an Exena direct customer

Exena direct customers can submit a complaint on the dedicated page or by contacting us at the email address dedicated to handling reports of non-compliance (customercare@exena.com). At this email address you can report any kind of detected discrepancies, from commercial to product discrepancies. We will reply to requests within 3 working days from receipt of the email, indicating any necessary documental integrations. 

We remind you that under no circumstances will claims be processed (for non-conformity or repetition/purchase error) if the goods have been purchased more than 180 calendar days (6 months) ago.

Two general cases are distinguished:

a) RETURNS OF NEW GOODS: Exena does not accept returns of new goods unless fully justified and authorised in advance by the sales department. As mentioned above, under no circumstances will return requests for goods purchased more than 6 (six) months previously be taken into consideration.

The return procedure for new goods follows these steps:

• The customer reports the return request to the local agent or to the Exena front-office (at the above-mentioned email address), stating the reason for the return (reconsideration by the end customer, error when loading orders, etc.) and specifying the Exena invoice number, including date;
• If the request is accepted, the customer must send the return document (DDT or Packing List) in advance to the Agent or to the same address as above, in order to proceed with the official opening of the report;
• For this type of return, transport is the responsibility of the customer. Exena is at the customer’s disposal, should the customer so request, to collect the goods with its own courier and charge the transport fee at a later date;
• Upon return of the goods, the following return handling charges will apply:
  • € 18.00 charge for returning up to 6 pairs, or…
  • …€ 3.00 charge for each returned pair exceeding 6 pairs
• The return will only be accepted and the credit note issued after our Quality Department has carried out an internal check on the integrity of the goods and their packaging. Please note that the report will only be processed after all the necessary information and documentation has been received. In the event of unsuitable goods or damaged packaging, the Customer will be notified and charged the full cost of restoring the goods.;
• Once the internal control procedure has been completed, the credit note will be issued within 60 working days. A courtesy copy will be sent automatically by our IT systems (from the email address ordini@exena.com).

Please note that Exena does not provide replacements for goods. Should you require the pairs of goods that have been disputed or returned, you can simply place a new order in the same way as usual (i.e. via the Customer Area on our B2B website or by sending an email to ordini@exena.com). The reordered goods will then be dispatched as normal with a Delivery Note, and a standard Invoice will be issued. At the same time, a Credit Note will be emitted for the previously disputed goods, which will offset the new invoice.

b) RETURNS OF GOODS FOR ALLEGED QUALITY PROBLEMS: Exena does not accept returns of used goods unless fully justified and authorised in advance by the sales department. Even for articles with alleged manufacturing defects, the rule applies that under no circumstances will refund requests be considered for goods purchased more than 6 (six) months ago.

The complaints procedure follows these steps:

• The customer shall report the alleged defect by e-mail to customercare@exena.com or to the local agent, enclosing:
  • one or more photos of the defect (if possible);
  • the front/back photo of the washlabel of the shoe (under the tongue);
  • the Exena invoice reference, through which the date of purchase can be traced;
• The report is forwarded to our Quality Department and sales management. Within a short time, the request is evaluated and we will send a clear and comprehensive feedback on the acceptance or rejection decision;
  • In the event that the complaint is accepted without the return of the goods, the credit note is issued within a short period of time (no more than 30 working days);
  • If further investigation and analysis are necessary, management may opt for acceptance of the complaint with return of the goods. In this case we request the return consignment note or packing list to be sent to the customer and proceed with the collection of the goods at our charge and with our carrier:
• The goods, once returned, are subjected to careful Quality Control.
  • If the problem is attributable to a production defect, the claim is accepted and the credit note is issued within a short period of time (within 60 working days);
  • In the event that the problem is not attributable to a manufacturing or quality defect, Exena shall notify the return of the goods or their destruction without issuing any Credit Note; in this case Exena shall charge the cost incurred for the transport of the returned goods.

Please note that Exena does not provide replacements for goods. Should you require the pairs of goods that have been disputed or returned, you can simply place a new order in the same way as usual (i.e. via the Customer Area on our B2B website or by sending an email to ordini@exena.com). The reordered goods will then be dispatched as normal with a Delivery Note, and a standard Invoice will be issued. At the same time, a Credit Note will be emitted for the previously disputed goods, which will offset the new invoice.

If you have any further questions, we are always available at customercare@exena.com, answering Monday to Friday from 09:00 AM to 5:00 PM.