Refund policy

Last updated: 6 September 2026

NESFORM offers a 90-day return period for eligible products. This is in addition to your rights under UK consumer law.

Change-of-mind returns within 90 days

You may ask to return an eligible item within 90 days after you receive it. To qualify under our voluntary 90-day policy, the item must be unused, uninstalled and in a condition suitable for resale. Please return all parts, fixings, instructions and original packaging supplied with it.

Within the first 14 days after delivery, you also have the legal right to cancel most online purchases without giving a reason. You may handle the item only as much as you reasonably would in a shop. If handling reduces its value, we may make a proportionate deduction from the refund where the law allows.

How to start a return

Email support@nesform.com with your order number and the item you want to return.
Wait for the return instructions and return address. Do not send an item to an address shown on a parcel label unless we confirm it is the correct returns address.
Pack the item securely and keep proof of postage until your return is complete.

If you use your statutory right to cancel, tell us within 14 days after delivery and send the goods back within the following 14 days. You may use the cancellation form at the end of this policy, but you do not have to.

Return postage

You are responsible for the direct cost of returning an item because you changed your mind. We recommend a tracked service. If the item is faulty, damaged on arrival, not as described or sent in error, contact us before returning it. We will arrange or reimburse reasonable return postage where required.

Items that cannot be returned for a change of mind

We do not accept change-of-mind returns for:

made-to-order, personalised or custom-finished products;
items that have been installed, altered, drilled, cut or damaged after delivery;
items missing parts or returned in a condition that makes resale unreasonable; or
gift cards.

These exclusions do not apply where an item is faulty, not as described or otherwise fails to meet your statutory rights.

Faulty, damaged or incorrect items

Furniture hardware should be of satisfactory quality, fit for its stated purpose and as described. If something is wrong, email us with your order number, a description of the problem and clear photographs where useful.

UK law may give you a short-term right to reject faulty goods within 30 days. Depending on the circumstances and when the fault appears, you may instead be entitled to a repair, replacement, price reduction or refund. Nothing in this policy limits those rights.

Refunds

We issue refunds to the original payment method without undue delay and within 7 calendar days. The starting point depends on the reason for the refund, as set out below. Any checks we need to make will not extend these time limits.

For a statutory cancellation, the 7 days start when we receive the returned goods or evidence that you have sent them back, whichever happens first. If we offer to collect the goods or no return is needed, the 7 days start when you tell us you are cancelling.
For an eligible return under our voluntary 90-day policy after the statutory cancellation period, the 7 days start when we receive the returned item.
For a refund for faulty, damaged or incorrect goods, the 7 days start when we agree that you are entitled to a refund. We will assess your claim promptly and will not delay the refund unnecessarily.
For an eligible cancellation before dispatch, the 7 days start when you tell us you are cancelling. If we cancel or decline an order, the 7 days start when we tell you.

For a valid statutory cancellation, we will refund the item price and the cost of our least expensive standard delivery option. We do not have to refund the extra cost of an upgraded delivery service.

For a voluntary return made after the statutory cancellation period, we refund the eligible item price. Original delivery charges are not refunded unless the item was faulty or we made an error.

Your bank or card provider may take additional time to show the credit after we issue the refund.

Exchanges

For a different size, finish or design, the clearest option is to return the eligible item and place a new order. If we sent the wrong item or a replacement is required because of a fault, contact us and we will explain the available options.

Cancellations before dispatch

Email us as soon as possible if you want to cancel or change an order. We will try to help, but we cannot guarantee a change once processing or production has started. This does not affect any statutory cancellation right that applies after delivery.