Returns and Refunds

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. If you've received a damaged or defective item, or you've just changed your mind about your purchase, our friendly after-sales team are on-hand throughout the week to organise returns, refunds and exchanges. Send us an email to

Please make sure you check your items carefully before using or installing them and/or before you return them back to us. We recommend that you keep a note of your order number, which can be found within your order confirmation email 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 nearly everything we sell so if you are not completely satisfied with your purchase, and it's within 30 days of receiving it, you can return your items for a full refund – no quibble, no fuss. All items need to be returned within 30 days of receipt, unopened, in the original packaging, undamaged, and in a saleable condition. The items must not have been installed, mounted, worn or used in any way. The cost of return delivery must be paid by the customer.

Please note, customised special orders such as the Tree and Wildflower Kits or any other items personalised or bespoke in any way cannot be returned unless faulty or damaged on arrival. Once opened, consumables such as batteries, pens, paper and other consumable products are excluded from both our 30 day return policy and also your 14-day statutory rights, as they may have been partially used. Items with an expiry date cannot be returned.

Items which have been bought on the marketplace from one of Nigel's friends are excluded from the 30-Day Money Back Guarantee as each independent retailer will have their own returns policy. Please check both the retailer's returns policy and the overall marketplace returns policy.


Faulty Goods

In the unlikely event you receive a damaged or defective item, please contact us within 48 hours to exchange it for the same item. If you feel your item was damaged due to poor packaging, please let us know by submitting pictures of the packaging in the state in which it arrived.

If you return something because of an error on our part or because it's damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us.

In the event we find no fault, we reserve the right to re-charge you for the items and to recover our fees and expenses from you. If on inspection of the returned item, the fault appears to have occurred from 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.

If a fault occurs within 6 months of purchasing, please get in touch with us to organise a replacement or refund. If you have purchased an item with a manufacturer's warranty or guarantee which extends beyond this period, we will pursue the case with the manufacturer on your behalf in the event that a fault develops within that time. 

How to Return an Item

To return or exchange an item, please first email with details of why you are returning your goods to us and what action you would like to put things right. To qualify for a refund, goods must be returned to the correct returns address: Nigel's Eco Store, Unit 2 Acre Park, Dalton Lane, Keighley, West Yorkshire. BD21 4JH.. Please do not return any items to our Knaresborough based offices.

When returning an item, please make sure you use a reputable courier and include the following information:

  1. Your full name and contact details
  2. Your order number (found on the delivery note)
  3. The goods in their original packaging

If you are exchanging an item, please make sure to state whether you would like an exact replacement or what different size / colour / variation you would like. You can expect to receive your exchange within 10 days of receiving the returned item back. Please note, if you are returning a product which is undamaged and there has been no error on our part, delivery costs will unfortunately not be refunded.

Refunds of payments made by Credit Card or PayPal will be received according to the terms and conditions of the banking institution or PayPal approximately 20 business days after the products have been received at our warehouse. On the date the refund is completed, we’ll send you an email message confirming the date, amount and payment details. You can see completed refunds when you visit your account after receiving your confirmation email.


Any queries?

If you need any help or have any queries regarding returns, feel free to email our dedicated after-sales team on and we will get back to you as soon as we can.



Distance Selling Regulations 

14 Day Cancellation Period

It is your statutory right to cancel your purchase for any reason within 14 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.

Cancellation Policy

12.1 If you are a consumer, you have the benefit of a 14 day cooling off period where you have a legal right to cancel a Contract for Products and / or Services under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nigel's Eco Store extends this cooling off period to 30 days in respect of Products that are not marked otherwise and which are unused, unopened and can be returned in all original packaging.
12.2 This means that during the relevant period set out in clause 12.4, if you change your mind for any reason and you do not want to keep a Product and / or receive Services, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.
12.3 However, this legal right to cancel does not apply in the case of:
12.3.1 Products made specifically for you or clearly personalised; and
12.3.2 any Products which become mixed inseparably with other items after their delivery.
12.4 Your legal right to cancel a Contract starts from the date of the Acceptance Confirmation (the date on which we contact you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered. For more information see our full terms and conditions
12.5 To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the cancellation form on our Website. A link to the cancellation form is also included in our Acceptance Confirmation. If you use this method we will e-mail you to confirm we have received your cancellation. You can also contact us by e-mail, post or telephone to cancel a Contract. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you post your letter in time for it to be taken with the last post on the last day of the cancellation period or e-mail us before midnight on that day.
12.6 Please provide your name, address, telephone, number, the full product details and your order number to help us to identify your order and process your refund.
12.7 If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.
12.8 If you cancel your Contract we will:
12.8.1 refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which would not be permitted in a shop;
12.8.2 refund you the price you paid for the Services but only to the extent that they have not been performed. You must pay for the supply of the Services for the period for which they have been supplied up until the time of cancellation. The price for Services supplied shall be determined in proportion to the full value of the Services to be performed under the Contract. We will not begin to supply any Services before the end of the cancellation period unless you expressly request that we do so in writing and acknowledge that your cancellation rights will be lost once the Services have been performed in full;
12.8.3 refund delivery costs (where you have paid for delivery) limited to the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if you place your order on a Friday and we offer delivery of the Product on the following Monday at one cost but you choose to have the Product delivered at the weekend at a higher cost, then we will only refund what you would have paid for the cheaper delivery option; and
12.8.4 make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
     (a) if you have received the Product and we have not offered to collect it from you, you will receive your refund within 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us;
    (b) if you have not received the Product or you have received it and we have offered to collect it from you, you will receive your refund 14 days after you inform us of your decision to cancel the Contract; and
    (c) in respect of any Services that you have prepaid for, you will receive your refund 14 days after you inform us of your decision to cancel the Contract.
12.9 If you have returned the Products because they are faulty or not as described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the Products to us.
12.10 We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Products and / or Services we may refund you in vouchers.

12.11 If a Product has been delivered to you before you decide to cancel your Contract:

12.11.1 then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract in accordance with clause 12.5. You can send it back or return it to [our warehouse] at [Nigel's Eco Store, Unit 2, Acre Park, Dalton Lane, Keighley, BD21 4JH]. If we have offered to collect the Product from you, we will collect the Product from the address to which it was delivered. We will contact you to arrange a suitable time for collection using the email address or telephone number provided by you when you placed your order; and

12.11.2 you will be responsible for the cost of returning the Product to us unless the Product is faulty or not as described (in this case, see clause 12.9). We charge £14.00 to collect each large Product from you such as a radiator or electric heater. We will let you know the precise costs of collection prior to collecting any Products and we will only do so if you agree to pay the costs of collection.

12.12 We are under a legal duty to supply Products and / or Services that are in conformity with a Contract. If you are a consumer, you have legal rights in relation to Products that are faulty or not as described and Services that are not carried out with reasonable skill and care, or if the materials used are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 12 or anything else in these Terms and Conditions of Supply. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.


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