Return and Refund Policy

Last updated: 27 April 2026

Thank you for shopping with Nesuosa. We want every customer to feel confident when purchasing from us. This Return and Refund Policy explains how returns, refunds, exchanges, cancellations, damaged items, and warranty claims are handled for orders placed through our store.

1. Store Information

Store Name: Nesuosa
Business Address: 8 Euston Street, London, NW1 2HA, United Kingdom
Email: support@nesuosa.shop
Phone: +44 7481 742149
Website: https://nesuosa.myshopify.com

2. Return Period

Customers may request a return within 14 days after receiving their order. To be eligible, the item must be returned in a clean, unused, undamaged condition, with original packaging and any tags, cards, accessories, or inserts included where applicable.

After your return request is approved, you must send the item back within the return instructions provided by our support team. We recommend using a tracked shipping service because the customer is responsible for the item until it reaches us.

3. Items Eligible for Return

Returns may be accepted when:

• The item is unused and in its original condition.
• The item is returned with original packaging where possible.
• The return request is made within 14 days of delivery.
• The item is not excluded under the non-returnable items section below.

4. Non-Returnable Items

For hygiene, safety, and customisation reasons, we may be unable to accept returns for:

• Items that have been used, washed, damaged, stained, scented, or altered.
• Personalised, customised, or made-to-order products.
• Items returned without sufficient packaging or with missing components.
• Gift cards, digital products, or final-sale items where clearly marked.

This does not affect your statutory rights for faulty, damaged, or incorrectly supplied goods.

5. How to Request a Return

To request a return, contact us at support@nesuosa.shop with the following information:

• Your full name.
• Your order number.
• The email address used to place the order.
• The reason for the return.
• Photos or videos if the item is faulty, damaged, or incorrect.

Please do not send items back without contacting us first. Returns sent without approval may take longer to process or may be refused if we cannot identify the order.

6. Return Shipping Costs

If the return is due to a change of mind, wrong size selection, duplicate order, or another customer preference reason, the customer is responsible for return shipping costs.

If the item is faulty, damaged on arrival, or incorrect due to our error, we will provide a suitable solution, which may include a replacement, refund, or return shipping support.

7. Refund Processing Time

Once your returned item has been received and inspected, we will notify you whether the refund has been approved. Approved refunds are processed within 7 business days to the original payment method.

Please note that your bank, card provider, PayPal, Shop Pay, or other payment provider may require additional time to post the refund to your account.

8. Original Shipping Fees

Standard shipping is free for eligible orders. If you paid for express shipping, the express shipping fee may not be refundable unless the order was faulty, damaged, incorrectly supplied, or otherwise required by applicable law.

9. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at support@nesuosa.shop.

Please include:

• Your order number.
• Clear photos of the item.
• Photos of the outer packaging and shipping label.
• A short description of the issue.

We will review the issue and offer an appropriate solution, such as a replacement, refund, or other remedy.

10. Exchanges

We may offer exchanges where stock is available. If you need a different item, colour, or style, contact us first. If the requested replacement is unavailable, we may offer a refund or store credit where appropriate.

11. Order Cancellation

You may request to cancel an order within 12 hours of placing it, provided the order has not already been processed, packed, or dispatched.

Once an order has been processed or shipped, it cannot usually be cancelled before delivery. However, you may still request a return after delivery in accordance with this policy and your applicable consumer rights.

12. One-Year Product Warranty

Nesuosa provides a 1-year limited warranty against manufacturing defects from the date of delivery. This warranty covers faults caused by manufacturing or material defects under normal use.

The warranty does not cover:

• Normal wear and tear.
• Accidental damage.
• Misuse, improper care, or neglect.
• Damage caused by washing, heat, moisture, pets, sharp objects, or unauthorised alterations.

To make a warranty claim, contact support@nesuosa.shop with your order number, description of the issue, and supporting photos or videos.

13. Your Legal Rights

This policy does not limit or replace any statutory consumer rights you may have under applicable law, including rights relating to faulty, misdescribed, or incorrectly supplied goods.

14. Contact Us

For return, refund, exchange, or warranty questions, contact us:

Nesuosa
8 Euston Street, London, NW1 2HA, United Kingdom
Email: support@nesuosa.shop
Phone: +44 7481 742149