OUR RETURNS POLICY
We strive to display all our Products as they would look in your homes and in a manner that fully showcases our Products’ colours, shapes and styles.
However, whilst we do everything we can to make sure you’re happy with your order, we do appreciate that at times things don’t always work out. So if you do need to make a return, we’re on hand to help.
WHAT HAPPENS IF I’VE CHANGED MY MIND?
If you’re dissatisfied with your Product in any way, please contact us at email@example.com.
If you wish to return any of your Products, you may do so within 14 days of receiving your Products.
We ask that customers ensure all Products are returned in their original packaging. Unfortunately, for safety reasons, we are unable to accept returns on any Products that have already been installed, unless they are defective.
WHAT IF MY PRODUCTS ARE DAMAGED?
We carefully pack all our Products for shipment, but occasionally accidents do happen. If your Product arrives damaged, or not working, then please do let us know.
If you believe your Products have been damaged in transit, please let us know within 14 days of receiving your Products.
Typically where a Product is damaged we may request that you provide evidence of the damage by sending an email, ideally including photographs, to firstname.lastname@example.org. We would then ask that you return the Products to us, after which, we’re happy to issue you a replacement free of charge.
HOW DOES YOUR WARRANTY WORK?
We pride ourselves on the quality of our Products and expect them to function long after you’ve purchased them. However, if for any reason your Products become defective during your warranty period please let us know.
Our Customer Services Team will typically ask you to return the Product to us, after which, we’re happy to issue you a replacement free of charge.
HOW TO RETURN AN ITEM?
Unless your Products are damaged in transit or become defective during your warranty period, then all Products must be returned uninstalled and in their original packaging.
Please note original packaging also includes the outer brown cartons the Product was originally delivered in. If you have already disposed of this, please find an alternative replacement; please do not affix any label to any of the original white boxes of the Product; when using tape to reseal the original white boxes, please only use transparent tape.
If you're not happy for any reason other than the above, you may return all eligible Nostralux items within 14 days of receiving the order back to our factory warehouse in China, provided that the items are unused and in original condition, including all original packaging. Please note this does not apply to any orders that have been customised.
It is your responsibility for arranging the return of your Products, including paying for postage & packaging costs. However, we politely recommend you send any Products back to us via recorded/trackable delivery. We will not be responsible for any Products that go missing in the post.
Once you have notified us of your wish to return your Products, it is important that you do so within 14 days of notifying us. For any Products returned either during or after this period, we reserve the right to either charge a restocking fee, deduct the courier free which can be up to 30% of total amount paid for your products, issue a replacement or credit (as opposed to a refund), or, in certain circumstances if the item arrives damaged back to us, refuse to accept the return.
As soon as the Products have been received and inspected by our warehouse team, we will then issue a replacement, exchange, or full refund as applicable depending on the nature of your return.
WHAT ARE MY RIGHTS?
Our Returns Policy, as it applies to any damaged or defective Products, or any Products returned by you within your statutory cooling-off period, is compliant with your statutory consumer rights.
If you are unsatisfied by our Products or our Returns Policy, we ask that you get in touch with us first and we’ll do everything possible to address your concerns.
You can obtain further information about your consumer rights from the Citizens Advice Bureau (https://www.citizensadvice.org.uk/about-us/our-campaigns/all-our-current-campaigns/NCW/what-are-your-rights/ or by calling them on 03454 04 05 06).