Nectar & NookReturns & Refunds
You are welcome to return anything ordered from Nectar & Nook within 30 days of receiving it, whatever the reason. Here we outline our return terms, the simple steps to take, who covers the postage, and when to expect your money back.
Conditions
To qualify for a refund within the statutory 30-day window, items must be entirely unused, in their original undamaged presentation box, and have all hygienic plastic shrink-wrap, tamper-evident seals, and security tags completely intact. Given the nature of intimate wellness items, any evidence of broken seals or product handling invalidates return eligibility under UK hygiene rules.
Returning a product to our shop
- Email [email protected] within 30 days of parcel receipt, quoting your order reference, the item you wish to return, and the reason for the request.
- Obtain an official Return Merchandise Authorisation (RMA) code along with the secure UK return logistics depot address from our support team.
- Pack the unsealed, pristine item securely within its original packaging inside a sturdy, discrete outer protective carton with the RMA clearly written inside the box.
- Following return delivery and physical inspection confirming all factory seals remain unbroken, your refund will be processed via direct bank transfer within 3-10 business days.
Who pays return shipping
If something arrived broken, damaged or wrong, we cover the costs by sending a prepaid shipping label or booking a courier collection. If you have simply changed your mind, you only cover the return postage, and we do not take off any restocking fees.
Refund timing and method
We issue your refund within 3 business days once the return passes our inspection. For cash on delivery purchases, we transfer the funds to the bank account you provide us; bank transfers are returned to the account used to pay. Banks typically clear the funds within 1 to 5 business days.
How we resolve different situations
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | We deliver the right product and collect the incorrect one | None |
| Parcel lost | Replacement dispatched or full payment refunded once courier investigation finishes | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | A full refund covering the price of the item | Return shipping only |
Exchanges
If you would like a different size, bottle or product, please follow our standard return process and place a fresh order online. We will refund the returned piece once it reaches us. Whenever an exchange comes from a mistake on our part, we ship the replacement with no delivery charge.
Cancelling an order
You can cancel your purchase at no cost as long as it has not yet left our hands. Send an email to [email protected] quoting your order reference. Once a parcel is on its way, our normal returns policy takes over.
Questions about this policy
Drop a note to [email protected] or ring +44 191 902 3748 during Mon-Fri 10:00-19:15. We answer every single message within one business day.
- Merchant
- Nectar & Nook Living Ltd.
- Registered address
- 18 Cloth Market, Newcastle upon Tyne, NE1 1EE, United Kingdom
- [email protected]
- Phone
- +44 191 902 3748
- Working hours
- Mon-Fri 10:00-19:15
- Registration
- Company No. 16993584