Registered office: 8109 Alexandria Pike, Ste 3, Alexandria, Kentucky 41001, United States
Kentucky Entity ID: 1475464 · Contact: contact form · Email: support@nuagelondon.shop
1. When you are entitled to a refund
- You cancel an order before it is dispatched (full refund).
- You exercise your 14-day right to cancel and return the goods (see our Returns & Refunds Policy).
- An item is faulty, damaged or not as described and a refund is the appropriate remedy under your legal rights.
- We cannot fulfil your order, or a parcel is confirmed lost and you choose a refund.
2. What we refund
- The price paid for the item(s).
- The original standard delivery charge, if you cancel the whole order or the goods are faulty or not as described.
- The cost of returning faulty, damaged or incorrect items.
We do not charge restocking or administration fees. If returned items show signs of handling beyond what is needed to check them, we may deduct an amount reflecting the reduced value and will tell you why.
3. How quickly we refund
- Cancellations before dispatch: without undue delay once we confirm the cancellation.
- Returns under the right to cancel: within 14 days of the day we receive the goods back or you provide evidence of return, whichever is earlier.
- Faulty goods: within 14 days of agreeing that you are entitled to a refund.
We will email you when your refund has been issued.
4. How refunds are paid
Refunds are made to the original payment method. If you paid with PayPal, the refund goes back to your PayPal account or to the card or bank account that funded the PayPal payment. Refunds are made in euros (EUR); if your payment method uses a different currency, the amount you receive may differ slightly because of exchange rates applied by PayPal or your card issuer. Once issued, refunds can take a few business days to appear, depending on your payment provider.
5. If you have not received your refund
If your refund has not appeared within 10 business days of our confirmation email, please contact us with your order number and we will check its status. If you paid with PayPal, you can also see refunds in your PayPal account activity.