Return and Refund Policy
30 Day Returns
If you're not completely happy with your purchase, you can return most items within 30 days of delivery. Please review the conditions and exceptions below before initiating a return.
Return Conditions
● The return request is made within 30 days of the delivery date.
● The product is unused, in its original condition, and free from any damage.
● The product is returned in its original packaging with all accessories, tags, or inserts included.
● A Returns Authorisation Number (RA#) has been obtained from our team before sending anything back.
● A completed returns form is included with the return.
● Proof of purchase (order confirmation email or packing slip) is included.
How to Initiate a Return
Contact us at team@nalu.co.uk or +44 808 196 2210 with your order number. We will issue your RA# and provide instructions on how to return your item. A returns form is included with every order.
Items returned without a valid RA# and completed returns form will not be accepted.
Return Shipping Costs
You are responsible for the cost of return shipping. We recommend using a tracked and insured delivery service, as the return is at your risk until it is received by us. We are not responsible for items lost or damaged in return transit. No restocking fees are charged.
Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, contact us immediately. We will cover the return shipping cost and offer either a full refund or a replacement at your choice.
Exchanges
Exchanges are available within the same 30 day return window. If you would like to exchange an item due to a sizing issue, please let the team know when you contact them for your RA#. For all other exchanges, return the original item for a refund and place a new order for the item you need.
Items Excluded from Returns
For health and hygiene reasons, the following items cannot be returned unless faulty:
● Pillows that have been opened or used.
● Skincare, balms, and personal care products that have been opened or used.
● Soap bars that have been opened or used.
● Food and drink products (including honey and tea) that have been opened.
Cancellations
If you wish to cancel your order before it has been dispatched, contact us and we will process a full refund to your original payment method within 3 to 5 working days. Orders that have already been dispatched cannot be cancelled and must follow the standard return process after delivery.
Refunds
Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 14 working days. Refunds are always issued to the original payment method used at checkout.
If you have not received your refund after 14 working days, check your bank statement or contact your payment provider. If the issue persists, contact us at team@nalu.co.uk or +44 808 196 2210.
Right to Refuse
We reserve the right to refuse a returned item if it is not in a suitable condition for resale.
Contact Us
Website: https://nalu.co.uk
Phone: +44 808 196 2210
Email: team@nalu.co.uk
Address: Unit 6, Evans Business Centre, Orion Way, North Shields, Tyne & Wear NE29 7SN, UK
Business Hours: Monday - Friday: 9am - 5pm (BST)