Refund & Returns Policy – ShopNellz

Effective Date: July 21, 2026

At ShopNellz, we want you to be satisfied with your purchase. This Refund & Returns Policy explains when you may be eligible for a return, replacement, or refund.

1. Your Consumer Rights

If you are purchasing as a UK consumer, your statutory rights under the Consumer Rights Act 2015 and other applicable consumer protection laws remain unaffected.

If an item is faulty, damaged, not as described, or unfit for purpose, you may be entitled to a repair, replacement, or refund in accordance with your legal rights.

2. Change of Mind Returns

If you wish to return an item because you have changed your mind, you may request a return within 14 days of receiving your order, provided that:

• The item is unused and in its original condition.
• All original packaging, tags, and accessories are included.
• Proof of purchase is provided.

Unless the return is due to our error or a faulty item, the customer is responsible for return shipping costs.

3. Non-Returnable Items

The following items cannot be returned unless they are faulty or required by law:

• Gift cards.
• Digital products or downloadable content.
• Personalised or custom-made items.
• Hygiene-sensitive items that have been opened or used.
• Items showing signs of wear, damage, or misuse after delivery.

4. Damaged or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery and include:

• Your order number.
• A description of the issue.
• Clear photographs of the item and packaging.

We will review your claim and, where appropriate, provide a replacement, repair, or refund.

5. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, refunds will be issued to your original payment method. Depending on your payment provider, it may take 3–10 business days for the refund to appear in your account.

6. Exchanges

Exchanges are offered subject to stock availability. If the requested replacement is unavailable, a refund or alternative solution may be offered.

7. Order Cancellations

Orders may be cancelled before they have been dispatched. Once an order has been shipped, it cannot be cancelled and must instead be returned in accordance with this policy.

8. Return Shipping

Customers are responsible for ensuring returned items are packaged securely. We recommend using a tracked delivery service, as ShopNellz cannot be responsible for returns lost in transit.

9. Contact Us

For any questions regarding returns or refunds, please contact ShopNellz using the contact details available on our website before returning your item.