Returns and Refunds: Sending Things Back

We believe in the things we sell and we want you to be happy with them. We also know that, for one reason or another, you may need to exchange or return something you've bought.

So please make sure you check your items carefully before using or installing them. We also recommend that you keep a note of your order number, which can be found on the order confirmation or with your delivery packaging, as you might need it as proof of purchase in the event of any after-sales queries.


30 Day Money Back Guarantee

We offer a 30-Day Money Back Guarantee on everything we sell, so if you are not completely satisfied with your purchase, and it's within 30 days of receiving it - please get in touch with us and we can explain how to return it*.

To get your money back, goods must be returned to us as soon as possible, in their original packaging, undamaged, and in a saleable condition.

We'll issue a full refund (excluding original delivery charge), to the card you paid with (or Paypal if you paid with that), or exchange the item for a different size/colour if preferred, within 10 working days of receipt.

Consumables and Special Items

Please note, customised special orders such as the Tree and Wildflower Kits cannot be returned.

Once opened, consumables such as batteries, pens, paper and other consumable products are also excluded from both our 30 day return policy and also your 7-day statutory rights, as they may have been partially used.

What to do after 30 Days

Outside of the 30 Day period, if any of our products have failed you in any way, please contact us and we can discuss the options - we may be able to exchange, repair or replace, depending on the problem.

Returning Gifts

We do not offer refunds on items you were given as a gift. However, we are happy to exchange them for other items in our store, to the same value (or more if you pay the difference), subject to the returned item coming back in "as new" condition ie unused.

Faulty Goods

If you're returning goods because they are faulty or were received in a damaged condition, please contact us as soon as possible, so that we can process your return as quickly and efficiently as possible, as returns received back without the right details may take longer to sort out.

If the goods are faulty or damaged on receipt, or a fault occurs within 30 days after you receive them, we'll replace the goods or refund your money, as you prefer.

If a fault occurs after 30 days of purchasing and up to 12 months, we will repair or replace the goods as appropriate.

If on inspection it is obvious that any fault occurred due to damage, misuse, neglect, repair or modification by you the customer, then unfortunately we won't be able to cover postage charges or offer a refund/replacement.

When sending something back that's faulty or damaged, please use an appropriate shipping method: when you get in touch we'll let you know which shipping method to use. As long as you use this method we will refund your return postage charges in full.*

Distance Selling Regulations - 7 Day Cancellation
It is your statutory right to cancel your purchase for any reason within 7 working days from the day after you receive the goods. You must return the goods to us at your expense or we will arrange collection at your expense. Please note if we have to arrange collection it is invariably more costly than if you return the goods to us.

How to Return
When returning an item, please make sure you include:

your full name and contact details

order number (found on the delivery note)

the goods in their original packaging

a copy of the original delivery note would be good.

At the same time, please tell us why you are returning your goods, so we can quickly put things right.

* If the item is faulty, and you need to send it back, we'll cover the cost of second class post, for other returns, if appropriate, we refund the cost of the item minus delivery costs, and for all returns, please retain a proof of posting, which you can get from the Post Office.

Please call us
Do get in touch with us before sending anything back, so we can work out the best course of action - call us on 0800 288 8970, or e-mail us at returns@nigelsecostore.com, and we will answer your questions.

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