Refund policy

Last updated: 10 September 2026

At NESORA, we want you to be happy with your purchase. If something isn't right, we're here to help. This policy explains how returns, refunds and damaged or faulty items are handled.

Returns

You may request a return for most eligible items within 30 days of receiving your order.

To be eligible for a return, your item should:

Be unused and in its original condition.
Be returned with its original packaging where reasonably possible.
Include any accessories or components supplied with the product.

Please contact us before sending an item back, as the correct return instructions and return address may vary depending on the product and fulfilment location.

Changed Your Mind

If you've changed your mind, you can request a return within 30 days of receiving your order, provided the item is eligible for return.

Unless otherwise required by applicable consumer law, customers are responsible for return postage costs for unwanted items.

For UK customers, your statutory rights under applicable consumer law, including cancellation rights for eligible online purchases, are not affected by this policy.

We recommend using a tracked delivery service when returning an item, as you remain responsible for the return until it reaches the specified return location.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or you receive the wrong item, please contact us as soon as possible at hello@nesora.co.uk.

Please include:

Your order number.
A description of the problem.
Clear photographs of the item and any damage where appropriate.

If the item is confirmed as faulty, damaged or incorrect, we'll work with you to provide an appropriate solution, which may include a replacement, repair or refund depending on the circumstances and your applicable consumer rights.

You will not be required to cover reasonable return costs where an item is faulty, damaged on arrival or supplied incorrectly where NESORA is responsible.

Refunds

Once an eligible return has been received and assessed, we'll let you know the outcome of your refund request.

Approved refunds will be issued to your original payment method.

Once a refund has been issued, it will usually appear within 5–10 business days, although processing times depend on your bank or payment provider.

Where required by applicable consumer law, eligible standard outbound delivery charges will also be refunded.

Exchanges

We do not currently offer direct exchanges.

If you'd like a different product, you can return your original item if eligible and place a new order separately.

Non-Returnable Items

Certain products may not be eligible for change-of-mind returns, including:

Personalised or custom-made products.
Gift cards.
Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where applicable.
Other products that are legally exempt from cancellation or return rights.

This does not affect your rights if an item is faulty, damaged or not as described.

International Returns

International customers should contact us before returning an item.

Return arrangements, addresses and postage costs may vary depending on the product and destination.

Unless otherwise required by applicable consumer law, customers are responsible for return postage costs for unwanted international orders.

Please do not return an item to the address shown on the original parcel unless we have specifically instructed you to do so.

Incorrect Delivery Information

Please ensure your delivery address is complete and accurate before placing your order.

If you notice an error after ordering, contact us as soon as possible at hello@nesora.co.uk. We'll do our best to help, but we cannot guarantee that an address can be changed once an order has begun processing or been dispatched.

Additional delivery costs may apply if an order needs to be resent because incorrect or incomplete delivery information was supplied by the customer.