When items can be returned, and how we handle faults and refunds.
Last updated: [date to confirm]
We want you to be happy with your order. Because our profiles are made and finished to order, this policy explains when items can and cannot be returned, and how we handle anything that arrives faulty.
Almost everything we sell is made to order — cut to your chosen length and, in many cases, finished or colour-matched specifically for you.
Under the Consumer Contracts Regulations 2013, goods that are made to your specification or personalised are exempt from the usual 14-day right to cancel. This means cut-to-length and bespoke-colour items cannot be returned or refunded simply because you have changed your mind. Please order carefully and request a sample first if colour is important.
If you need to change or cancel an order, contact us as soon as possible at [orders@thenosingco.co.uk — email to confirm]. If we have not yet started making your item we will do our best to amend or cancel it. Once production has begun we may not be able to, as the work is made specifically for you.
Your statutory rights under the Consumer Rights Act 2015 always apply. If your order arrives faulty, damaged or not what you ordered, we will repair it, replace it or refund you.
Please check your order on arrival and tell us within [e.g. 48 hours for transit damage] for anything damaged in transit, and within [e.g. 30 days] for any other fault. Email [orders@thenosingco.co.uk — email to confirm] with your order number and clear photos of the issue, and we will sort it out quickly.
Where a refund is due, we refund to your original payment method, normally within [e.g. 14 days] of agreeing the refund or receiving the item back. Delivery charges are refunded where an item is faulty or incorrect, but are not otherwise refundable.
Please do not send anything back before contacting us — we will confirm whether a return is needed and give you the return address. [Who pays return postage in each case, and the return address, to confirm].
Nothing in this policy affects your legal rights as a consumer. For free, impartial advice you can contact Citizens Advice.
Any questions about returns or refunds? Email [orders@thenosingco.co.uk — email to confirm] and we will be glad to help.