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 firstname.lastname@example.org.
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.
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 email@example.com 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:
- Your full name and contact details
- Your order number (found on the delivery note)
- 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.
If you need any help or have any queries regarding returns, feel free to email our dedicated after-sales team on firstname.lastname@example.org 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 Policy12.1 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.
12.11 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.