Return and Refund Policy

Returns Policy

1. General Returns Information (UK and International Customers):
We take pride in the quality of our products. However, if you are not satisfied with your purchase, please review the following policy regarding returns.

We only accept returns in compliance with relevant consumer protection laws. This includes returns for items that are faulty, damaged, or not as described. You may also be entitled to a return in other legally required circumstances.

2. International Returns:
For customers outside of the UK, please note that returning items internationally can be costly. Shipping fees, customs duties, taxes, and other local charges may apply when returning an item to the UK. These costs are the responsibility of the customer, unless the return is due to a fault with the product or a mistake on our part.

We strongly recommend contacting us before attempting a return to discuss the best option. In some cases, we may be able to resolve the issue without the need for a return.

3. Shipping Costs for Returns:
If the return is due to a change of mind or an error on the customer’s part (e.g., ordering the wrong item), the shipping costs for returning the item are the customer’s responsibility. This includes international shipping fees, which can be significantly higher than domestic shipping rates.

If the item is faulty or we made an error, we will cover the return shipping costs, as required by law.

4. Refunds and Exclusions:
Refunds are only issued when we are legally obliged to do so, such as when the product is faulty, damaged, or not as described. Refunds will be processed using the same payment method used for the purchase. Please note that any original shipping costs will not be refunded unless we are at fault.

For international customers, please be aware that local customs duties, taxes, or additional fees paid upon receiving the item will not be refunded by us. You may need to request a refund of these charges from your local customs office.

5. How to Initiate a Return:
To initiate a return, please contact us using the form on the Contact page or at nervelet@gmail.com with your order number and details about the product you would like to return. We will provide you with return instructions, including the correct return address. Items returned without prior communication or authorisation may not be accepted.

6. Condition of Returned Items:
Returned items must be in their original condition and packaging. If the product is not returned in an acceptable condition, we reserve the right to refuse the refund or issue a partial refund at our discretion.

7. Refund Timeframe:
Refunds will be processed within 14 days of receiving the returned item. Please note that international refunds may take longer to appear in your account, depending on your payment provider.