Terms of service
About Nalu
www.nalu.co.uk is operated by Brace-Yourself Premium Sports & Orthopaedic Bracing Limited, a company registered in England and Wales under company number 13226749. Our registered/trading address is Unit 6, Evans Business Centre, Orion Way, North Shields, Tyne & Wear NE29 7SN, UK.
References to "we", "us" or "our" mean Nalu.
Using Our Website
Our website is available to UK residents only and we currently deliver to UK addresses. By placing an order, you confirm that you are at least 18 years old and legally able to enter into a binding contract.
Orders
When you place an order, we will email you to confirm receipt. Your order is accepted only once we send you a despatch confirmation email. At that point, a contract is formed for the products listed in that confirmation.
We reserve the right to refuse or cancel an order at our discretion, for example if a product is out of stock, incorrectly priced, or if we suspect fraudulent activity. If we cancel your order, we will refund any payment taken in full.
Pricing & Payment
All prices include VAT and are shown at checkout. Payment must be made in full at the time of ordering using an accepted payment method. We accept payments via Shopify Payments and PayPal.
If a product is listed at an incorrect price due to an error, we are not obliged to supply the product at that price. We will contact you to confirm whether you wish to proceed at the correct price or cancel the order.
Delivery
We aim to deliver orders within 2-4 working days.
Risk & Ownership
Once delivered, items become your responsibility. Ownership of products passes to you only once full payment has been received.
Cancellations & Returns
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.
If you cancel your order:
- We will refund the product price and the standard outbound delivery charge (if you chose a premium or express delivery option, we will only refund the cost of our standard delivery)
- Return postage costs are your responsibility
- Returned items must be unused, in their original packaging, and suitable for resale
- For hygiene reasons, opened or used pillows cannot be returned unless faulty
Your Right to Cancel (Consumer Contracts Regulations 2013)
In addition to our 30-day returns policy, you have a statutory right to cancel your order within 14 days of receiving your goods, for any reason, under the Consumer Contracts Regulations 2013. To exercise this right, contact us within 14 days of delivery. If you cancel under this statutory right, we will refund the full product price and the cost of standard delivery, within 14 days of receiving the item back or evidence that it has been returned, whichever is earlier. You are responsible for the cost of returning the item. This statutory right does not affect the additional returns period offered under our 30-day returns policy above, which is more generous in duration; where the two overlap, whichever gives you the better outcome applies.
Faulty or Damaged Items
If your item arrives damaged, faulty, or not as described, please contact us at team@nalu.co.uk within a reasonable time of receiving it. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund depending on the circumstances.
Product Appearance
Product colours may vary slightly due to photography or screen settings. These variations are outside our control.
Our Responsibility
All products are supplied in satisfactory condition and fit for their intended purpose, in line with your statutory rights under the Consumer Rights Act 2015. Nothing in these terms limits or excludes your statutory rights as a consumer.
Our liability to you for any loss arising from your use of the website or products purchased is limited to the purchase price of the product, except where the law does not allow such limitation (for example, liability for death or personal injury caused by our negligence, or for fraud).
Website Content
All content on www.nalu.co.uk, including text, images, logos, and product descriptions, is owned by Nalu or our brand partners and is protected by copyright. You may not reproduce, copy, or use our content without our prior written permission.
Communication
We communicate primarily by email. By using our website, you agree that electronic communications satisfy legal requirements for written communication.
Contact & Notices
Email: team@nalu.co.uk Telephone: +44 808 196 2210
Or write to: Brace-Yourself Premium Sports & Orthopaedic Bracing Limited (Company No. 13226749), Unit 6, Evans Business Centre, Orion Way, North Shields, NE29 7SN
Circumstances Beyond Our Control
We are not responsible for delays or failures caused by events outside our reasonable control, including natural disasters, transport disruption, industrial action, pandemics, or government restrictions.
Legal
These terms are governed by English law and subject to the non-exclusive jurisdiction of the courts of England and Wales. We may update these terms from time to time. The version in force at the time you place your order will apply.
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)