Refund policy

RETURNS AND REFUNDS

Cancelling before dispatch

Most orders are processed within 12 hours. If you change your mind, email contact@nesolia.com as soon as possible with "Order cancellation" in the subject line and your order number. We will do our best to stop the parcel before it leaves.

Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013, you may cancel your order within 14 days of receiving it, without giving a reason. Just email us to let us know. You then have a further 14 days to send the goods back.

Our 60-day returns policy

Beyond your statutory rights, we accept returns for any reason — including simply changing your mind — for 90 days from delivery. You can even return something you have used: try our products properly.

Gift cards and digital items cannot be returned.

Your order number or order confirmation is all we need as proof of purchase.

Faulty or damaged items

If an item arrives faulty or damaged, email us and we will replace it free of charge or refund you in full. We cover the cost of returning faulty items — you will never be out of pocket for a fault that is ours.

Under the Consumer Rights Act 2015, you have 30 days from delivery to reject faulty goods for a full refund.

Refunds

Once your return reaches us, we will email to confirm we have it. Your refund goes back to your original payment method within 14 days.

If a refund has not appeared, check your bank account first, then your card issuer — refunds can take a few days to show. If it still has not arrived, email contact@nesolia.com and we will chase it.

Exchanges

Happy to exchange for a different size or variant within the returns window. Just email us.

How to return something

Email contact@nesolia.com and we will send you the return address and instructions. Unless the item is faulty, return postage is at your own cost, and the goods remain your responsibility until they reach us — we recommend using a tracked service.

Contact

contact@nesolia.com