1. About Us

2. Your Statutory Rights

Nothing in this Policy limits or excludes your statutory rights under applicable UK consumer protection law.

If your goods are faulty, not as described or otherwise fail to meet your legal rights, you may be entitled to a repair, replacement, price reduction or refund depending on the circumstances.

3. Standard Returns

If you change your mind about your purchase, you may be entitled to return eligible items in accordance with this Policy.

To qualify for a standard return, items should generally:

• be unused where appropriate;
• be in their original condition;
• be returned with original packaging where reasonably possible;
• include any accessories or free promotional items supplied with the order.

Please contact us before returning any items so we can provide the appropriate return instructions.

4. Consumer Cancellation Rights

If you are purchasing as a consumer, you may have the legal right to cancel your order within 14 days of receiving your goods, subject to applicable legal exceptions.

To exercise your cancellation rights, you must notify us before the cancellation period expires.

You are generally responsible for returning the goods unless we agree otherwise or the goods are faulty.

5. How to Request a Return

To request a return, please contact us by email at info@nexhau.co.uk.

Please include:

• your full name;
• order number;
• item(s) you wish to return;
• reason for the return;
• photographs where the goods are damaged or faulty.

We aim to respond as quickly as reasonably possible with return instructions.

6. Return Conditions

Returned items should be securely packaged to reduce the risk of damage during transit.

Where appropriate, products should be returned:

• in their original packaging;
• with all accessories;
• with instruction manuals where supplied;
• in a resaleable condition unless the return relates to a fault.

We reserve the right to inspect returned goods before processing a refund or replacement.

7. Items That May Not Be Eligible for Return

Subject to your statutory rights, returns may not be accepted for:

• personalised or customised products;
• goods made to your specifications;
• perishable goods;
• products that deteriorate rapidly;
• sealed products that have been opened where they are unsuitable for return for health protection or hygiene reasons;
• digital content once access or downloading has begun;
• gift cards or vouchers where applicable.

Where an item cannot legally be returned, this will normally be made clear before purchase.

8. Return Shipping

Unless the goods are faulty, damaged, incorrectly supplied or we have agreed otherwise, customers are responsible for the cost of returning items.

We recommend using a tracked delivery service and retaining proof of postage until your return has been processed.

We cannot accept responsibility for returns lost or damaged during transit where appropriate care has not been taken.

9. Faulty, Damaged or Incorrect Goods

If you receive damaged goods, faulty goods, incorrect items, or goods that are not as described, please contact us as soon as reasonably possible.

Where appropriate, we may request photographs or further information to help assess the issue.

Depending on the circumstances, we may offer:

• a replacement;
• a repair where appropriate;
• a refund;
• another suitable remedy in accordance with your legal rights.

10. Inspection of Returned Goods

All returned items may be inspected upon receipt.

Where returned goods show signs of use beyond what is reasonably necessary to establish their nature, characteristics or functioning, any refund may be reduced where permitted by applicable law.

Nothing in this section affects your rights in relation to faulty goods.

11. Refund Process

Once we receive your returned item(s), we will inspect them to confirm they meet the conditions of this Policy or your statutory rights.

If your return is approved, your refund will be processed using the original payment method wherever possible.

Where a replacement has been requested and approved, we will arrange dispatch as soon as reasonably practicable, subject to stock availability.

12. Refund Times

We aim to process approved refunds as quickly as reasonably possible.

After your refund has been approved, the time taken for the funds to appear in your account will depend on your payment provider or financial institution.

If you have not received your refund after a reasonable period, please contact your payment provider before contacting us.

13. Partial Refunds

In certain circumstances, we may issue a partial refund where permitted by law.

Examples may include:

• goods returned with missing components;
• goods returned with damage caused after delivery;
• goods returned in a condition that reduces their resale value beyond what is reasonably necessary to inspect them.

Nothing in this section limits your statutory rights where goods are faulty, not as described or otherwise fail to meet legal requirements.

14. Exchanges

Where appropriate, we may offer an exchange instead of a refund.

Exchanges are subject to:

• product availability;
• the item being eligible for return;
• our approval of the exchange request.

If the requested replacement item is unavailable, we may offer an alternative product or a refund.

15. Lost or Delayed Returns

If you are responsible for returning an item, we recommend using a tracked delivery service and retaining proof of postage.

If a returned parcel is lost before it reaches us, you may need to make a claim with your chosen delivery provider.

We are unable to process refunds for returns that are not received unless we have agreed otherwise or the loss is our responsibility.

16. Refused or Uncollected Deliveries

If an order is refused without a legal basis or is not collected from a collection point within the required timeframe:

• the parcel may be returned to us by the delivery provider;
• any return shipping or administrative costs permitted by law may be deducted from your refund;
• original delivery charges may not be refundable except where required by law.

17. Business Customers

Unless otherwise agreed in writing, business customers do not benefit from the statutory cancellation rights available to consumers.

Returns from business customers are accepted only where:

• required by law;
• goods are faulty or incorrectly supplied; or
• we have agreed to the return in writing.

18. Incorrect Return Address

Returns should only be sent to the return address provided by our customer service team or published on our Website.

We cannot accept responsibility for delays or losses where goods are sent to an incorrect address.

19. Abuse of the Returns Process

We reserve the right to refuse returns or take appropriate action where we reasonably believe that the returns process is being misused.

Examples may include:

• repeated fraudulent return requests;
• returning substituted or different goods;
• returning items that have been intentionally damaged;
• misuse of promotional return policies.

Nothing in this section affects your statutory rights.

20. Force Majeure

We shall not be responsible for delays in processing returns or refunds caused by circumstances beyond our reasonable control, including but not limited to:

• severe weather;
• transport disruption;
• industrial action;
• natural disasters;
• public health emergencies;
• failures affecting third-party delivery providers.

21. Changes to this Policy

We may amend this Returns & Refund Policy from time to time.

The latest version will always be available on our Website and will apply to purchases made after the updated version becomes effective.

22. Contact Us

If you have any questions regarding returns or refunds, please contact us before sending any goods back.

23. Relationship with Other Policies

This Returns & Refund Policy should be read together with our:

• Terms & Conditions of Sale;
• Terms of Use;
• Privacy Policy;
• Cookie Policy; and
• Shipping & Delivery Policy.

Where there is any inconsistency between this Policy and your statutory rights, your statutory rights shall prevail.

24. Governing Law

This Policy shall be governed by the laws of England and Wales.

If you are a consumer, you may also have rights under the laws of the part of the United Kingdom in which you ordinarily reside.

Any disputes shall be subject to the jurisdiction of the courts of England and Wales, except where applicable consumer protection legislation provides otherwise.

25. Contact Summary