Refund policy
At Nurvale, we want you to be happy with your purchase. If something is not right, please contact us and we will do our best to resolve it promptly.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Your Right to Cancel an Online Order
If you are a consumer purchasing online, you normally have the right to cancel your order without giving a reason within 14 days of receiving your goods.
To exercise your right to cancel, please notify us within the 14-day cancellation period by emailing:
Please include your name and order number so we can identify your order quickly.
After notifying us that you wish to cancel, you should return the goods to us within 14 days.
You may inspect and handle the goods to the extent reasonably necessary to establish their nature, characteristics and functionality, in the same way you would normally be able to examine them in a shop.
If the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to inspect them, we may make an appropriate deduction from the refund where permitted by law.
2. Our Additional 30-Day Returns Policy
In addition to your statutory cancellation rights, Nurvale offers a voluntary 30-day returns period on most products.
If more than 14 days but no more than 30 days have passed since delivery, you may request a return provided that the item:
- is unused and in a resaleable condition;
- has not been installed, materially altered or damaged after delivery;
- includes all accessories, parts and manuals supplied with it; and
- is returned with its original packaging where reasonably possible.
This additional 30-day policy does not replace or restrict your statutory rights.
3. How to Start a Return
Before returning an item, please contact:
Please provide:
- your order number;
- the item(s) you wish to return;
- the reason for the return, if applicable; and
- photographs or videos where the item is damaged, faulty or incorrect.
We aim to respond within 1 working day and will provide the appropriate return instructions, return reference and return address.
Please do not send goods to our registered office or any other address unless our Customer Support team has confirmed that address for your return, as different products may need to be returned to different locations.
4. Damaged, Faulty, Incorrect or Incomplete Items
If your order arrives damaged, faulty, incomplete or different from what you ordered, please contact us as soon as possible at:
Where possible, we ask that visible transit damage or missing items are reported within 48 hours of delivery, as this helps us investigate the issue promptly with the carrier.
The 48-hour reporting request does not affect your statutory rights.
Please provide photographs or videos of the product, packaging and damage where reasonably possible.
Depending on the circumstances and your statutory rights, we will provide an appropriate remedy, which may include:
- a replacement;
- repair;
- replacement parts;
- a price reduction; or
- a refund.
Where goods are faulty, damaged in transit, incorrect or otherwise not as described, Nurvale will cover reasonable return costs where a return is required.
5. Change-of-Mind Returns
For change-of-mind returns:
- please notify us within the applicable returns period;
- you are normally responsible for the cost of returning the item;
- we recommend using a tracked and adequately insured delivery service; and
- you are responsible for the goods until they are received by the designated return location.
Under your statutory 14-day cancellation right, you may inspect the goods as described in Section 1.
For returns made solely under Nurvale’s additional voluntary 30-day policy after the statutory cancellation period, products should be unused and in a resaleable condition.
6. Products Excluded From Change-of-Mind Cancellation
Certain products may be excluded from the right to cancel or from our additional voluntary returns policy where permitted by law. These may include:
- products made to your specifications or clearly personalised;
- cut-to-size or specially manufactured products;
- goods liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken; and
- other products for which a statutory cancellation exemption applies.
Any exclusion from change-of-mind cancellation does not remove your rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.
A product will not lose your statutory rights merely because it is described as non-returnable.
7. Refunds
Once returned goods are received, we will inspect and process the return as promptly as possible. Refunds are normally issued within 5 working days of the goods reaching us, and in any case within 14 days.
Where you exercise your statutory right to cancel, we will issue any refund due within the period required by law and may withhold the refund until we have received the goods back or you have provided evidence that they have been returned, where permitted.
Refunds will normally be made to the original payment method used for the order.
Once we have issued a refund, your bank, card issuer or payment provider may take additional time to show the funds in your account.
Delivery Charges
If you cancel your entire order under your statutory cancellation rights, we will also refund the cost of our basic standard delivery service where applicable.
If you chose a more expensive delivery option, such as an expedited or premium service, we are not required to refund the additional amount above the cost of standard delivery.
Original delivery charges are not normally refunded for returns made solely under our additional voluntary 30-day returns policy, unless the goods were faulty, damaged, incorrect or not as described.
8. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
If we are able to stop the order before dispatch, we will cancel it and process the appropriate refund.
If the order has already entered the dispatch process or has been collected by the carrier, we may not be able to stop the shipment. You can still exercise any applicable cancellation and return rights after delivery.
9. Return Address
Please contact our Customer Support team before returning any goods.
We will provide the correct return address and instructions for your particular product.
Do not return goods to our registered office unless specifically instructed to do so by Nurvale Customer Support.
Sending goods to an unauthorised address may delay the processing of your return.
10. Cancellation Form
You may use the following form to notify us that you wish to cancel an eligible online purchase. You do not have to use this form; an email clearly stating that you wish to cancel is also acceptable.
To: Nurvale Limited
Email: support@nurvale.co.uk
I hereby give notice that I wish to cancel my contract for the following goods:
Order number:
Product(s):
Ordered on:
Received on:
Customer name:
Customer address:
Date:
11. Contact Us
If you have any questions about a cancellation, return, damaged product or refund, please contact:
Nurvale Customer Support
Email: support@nurvale.co.uk
We aim to respond to customer enquiries within 1 working day.