Refund policy

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Returns and refunds

We hope you’re happy with your purchase from Nbs online uk. If you change your mind, you may request a return within 14 days of receiving your order.

To be eligible for a return, the item must be unused, in its original condition, and returned with its original packaging where reasonably possible. You may be asked to provide your order number and proof of purchase.

To request a return, contact us using the contact details provided on our store. Please wait for return instructions before sending an item back. Returns sent without first contacting us may not be accepted.

Unless the item is faulty, damaged, or incorrect, you are responsible for the cost of returning it. We recommend using a tracked delivery service, as we cannot be responsible for return parcels that do not reach us.

Damaged, faulty, or incorrect items

Please inspect your order when it arrives. If an item is damaged, faulty, or incorrect, contact us as soon as possible with your order number and photographs where appropriate. We will review the issue and arrange a suitable solution. Where the item is confirmed to be faulty, damaged, or incorrect, we will cover reasonable return postage costs.

Items that cannot be returned

We cannot accept change-of-mind returns for:

  • Personalised, customised, or made-to-order products
  • Items that have been used or are not in their original condition
  • Gift cards
  • Items that cannot be returned for hygiene or safety reasons after being opened

These exclusions do not apply where an item is faulty, damaged, incorrectly described, or where you have a legal right to return it.

Refunds

We will let you know when we have received and inspected your return. If approved, the refund will be issued to your original payment method. Your bank or payment provider may take additional time to process the refund.

Original delivery charges will be handled in accordance with applicable consumer law. Additional delivery costs resulting from choosing a delivery method more expensive than our standard option might not be refundable.

Cancellations

If you need to cancel or change an order, contact us as soon as possible. We cannot guarantee changes after an order has entered processing or has been dispatched.

This policy does not affect your statutory rights.