Returns & refunds

You can request a change-of-mind return within 30 days of receiving your order. Email support@nebuula.co.uk with your order reference and the items you wish to return. No reason is required for a statutory cancellation.

Nebuula pays return postage, including change-of-mind returns. Contact us for return instructions and a prepaid return arrangement before posting. We will provide the correct returns address; do not send items to a supplier or an address on the parcel without checking with us.

For our additional offer beyond the statutory cancellation period, items should be unused, complete and in their original packaging where possible. These additional conditions do not limit your statutory rights.

For most goods bought online, you may cancel from placing the order until 14 days after receiving the goods, without giving a reason. After telling us, you have a further 14 days to send them back. For goods delivered separately under one order, the cancellation period normally runs from receipt of the last item.

You may inspect goods as you would in a shop. For statutory cancellations, we may deduct for any loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where the law allows. Opening packaging alone does not remove your cancellation rights.

Legal exceptions can apply to genuinely personalised goods or sealed hygiene goods once unsealed, where applicable and disclosed before purchase. They do not remove rights concerning faulty or misdescribed goods.

Refunds are made to the original payment method. For cancelled goods returned to us, we will refund without undue delay and no later than 14 days after receiving them back or receiving evidence you have sent them back, whichever is earlier. If we have offered to collect the goods, the statutory refund timing runs from notification of cancellation.

A statutory cancellation refund includes the cost of standard outbound delivery, if charged. Extra costs for an upgraded delivery service need not be refunded. Standard UK delivery with Nebuula is free. Your payment provider may take additional time to display the refund.

Goods must be of satisfactory quality, fit for purpose and as described. If something is wrong, email support@nebuula.co.uk with your order reference and a description of the issue. Photos can help, but do not replace your legal rights.

You normally have a short-term right to reject faulty goods within 30 days. After that, you may be entitled to a repair or replacement, and in appropriate circumstances a price reduction or refund. The 30-day change-of-mind offer is not a deadline for all faulty-goods claims. Nebuula bears reasonable return costs for faulty goods.

You may copy the following into an email to support@nebuula.co.uk. Using this form is optional; any clear cancellation statement is sufficient.