At Nexusgalleria.com, your satisfaction is our priority. If you’re not completely happy with your purchase, we’re here to help. This policy outlines your rights and how we handle returns, refunds, and exchanges in accordance with UK law.

1. Your Right to Cancel

Under UK consumer law, you have the right to cancel your order and return most items within 14 days of receiving them for a full refund, including standard delivery charges.

To exercise this right:

• You must notify us within 14 calendar days of receiving your order.

• After cancellation, you then have 14 days to return the item(s).

2. Return Eligibility

To be eligible for a return:

• Items must be unused, in original condition, and in their original packaging.

• Include proof of purchase (e.g. order confirmation or invoice).

Items not eligible for return:

• Perishable goods (e.g. food or groceries)

• Personalized or custom-made items

• Opened personal care or hygiene products (e.g. skincare, grooming items)

3. How to Initiate a Return

To start a return, please contact our customer service team at contact@nexusgalleria.com within the return window, including your:

• Order number

• Reason for return

• Photographs (if applicable for damage/defect claims)

We will provide return instructions and the appropriate return address in the UK.

4. Return Shipping

• You are responsible for the cost of return postage unless:

  • The item is faulty, damaged, or incorrect.

• We recommend using a trackable delivery service.

• We are not responsible for returns lost in transit.

5. Refunds

Once we receive and inspect your return, you will be notified via email. If your return is approved:

• A refund will be processed to your original payment method.

• Refunds are typically issued within 7–10 business days.

• We will also refund your original delivery cost only if the entire order is returned.

Please note: Express or upgraded delivery fees are non-refundable unless the item was faulty or delivered in error.

6. Damaged or Faulty Items

If your order arrives damaged, defective, or incorrect:

• Please contact us within 7 days of delivery at contact@nexusgalleria.com

• Include your order number and photos of the item and packaging.

• We will provide a prepaid return label and offer either a replacement or a full refund.

7. Exchanges

We do not process direct exchanges. If you wish to exchange an item (e.g. for a different size or colour):

• Please return the original item for a refund.

• Then place a new order for the desired product.

8. Refund Method

Refunds will be made to the original payment method used at checkout. Depending on your bank, it may take a few additional days for the amount to appear in your account.

9. Customer Support

If you have any questions about returns, refunds, or exchanges, please contact our UK support team:

• Email: contact@nexusgalleria.com

• Phone: +44 745 051 8808

• Address: Nexus Galleria, 70a Northcote St, Stockton-On-Tees, TS183JB