Returns & Refunds Policy
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Right to Cancel and Return Purchases
Under the Consumer Protection Regulations 2013 you have the right to cancel your order within a period of 14 days from the day after you receive the goods. Nuku, however, has extended this right to 28 days from the date of receipt. This right applies to all items except for:
- Perishable goods and other items likely to expire rapidly, this includes all food and beverages and gift boxes containing such items;
- Items worn next to the body;
- Sealed items where the seal has been broken;
- Personalised items
If you wish to cancel and return your purchase, please contact our Customer Services with the order number quoted on the delivery note. You will be given instructions about where to return the goods which must be made without undue delay and in any case within 14 days of notifying us. When the goods have been received and checked, a refund for the goods and the standard delivery charge (premium charges are not refundable) will be issued as soon as possible, this may mean that you will be contacted for repayment details. Please note that the above items are excluded from this right and the cost of returning the goods is your responsibility.
Your statutory rights regarding damaged, defective or incorrect goods are not affected by this.
Items Damaged in Transit, Defective & Incorrect items
If you take delivery of a package from us and the contents have been damaged in transit, or are defective or are not as specified, we will exchange the these items without charge to you provided you notify our Customer Services within 14 days of taking delivery and return the (s) to us within another 14 days. Please note that we may request photos of the damage and packaging in order to enable us to investigate the matter with our courier and packing facility.
In these circumstance, please call Customer Services with the details and you will be provided with instructions and the address (UK only) to return the goods which must be made without undue delay and in any case within 14 days of notifying us. It is your responsibility to ensure that the items are adequately wrapped. When the damaged, defective or incorrect goods have been received and checked, we will send a replacement to you as soon as possible at no cost to you. Alternatively, if you prefer, we will refund the item(s), this may mean that you will be contacted for repayment details
For returns authorised by Customer Services if they are damaged, faulty or incorrect they should be returned to the following address:
Richmond Importing Ltd,
Unit 1a Canalside
Cancellations Prior to Despatch
If you wish to cancel your order prior to despatch, please contact our Customer Services. As we try to process orders immediately it may not always be possible to prevent an order from being despatched. If your order has already been despatched you may return the items to us in accordance with the 'Right to Cancel and Return Purchases' below.