Returns Policy
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resalable condition and subject to the cancellation and returns policy below.
Returns Address:
Nettle Green Ltd
8 Hillview Road
Bath
BA1 6NX
Cancellation & Returns
Should you wish to cancel or return any of your goods, you may only do so in accordance with our cancellation and returns policy:
Prior to Delivery
At any time contacting our customer services team, quoting your order reference number, via the Contact Form on the website providing your goods have not already been dispatched. If the goods have been dispatched then please follow our returns policy as detailed below.
If you receive the goods after you have canceled your order but the order has already been dispatched then you must send the goods back to us, without unpacking them, at your own cost and risk. Once you have notified us that you are canceling your contract, and provided that the goods in question are returned by you and received by us in their original condition, any sum debited from your credit card will be re-credited, less the delivery costs, to your account within 30 days.
After Delivery
If the goods we deliver are not what you ordered, are damaged or defective, or the delivery is of an incorrect quantity, we ask for goods to be examined as soon as reasonably possible after delivery and if possible you notify us of the problem via the Contact Form on the website within 7 working days of delivery.
If you notify a problem to us under this condition, our obligation will be, at your option:
- To make good any shortage or non-delivery
- To replace any goods that are damaged or defective
- To refund to you the amount paid by you for the goods in question
In the case of damaged goods, replacements or refunds will only be provided upon the return of the damaged goods to us.
If the return is a result of a mistake by Nettle Green we will refund the delivery charge, otherwise the delivery charge is non-refundable. Replacement items will be sent to you free of delivery charges.
Please take care in packing up items to be returned to us. For any fragile items such as ceramics please return in an appropriately sized double walled cardboard box. The item(s) should be well wrapped in bubble wrap and should not be touching the sides of the box. Please take care to fill the surrounding void arround the product with an appropriate protective packaging material ensuring that the item(s) cannot move about within the box whilst in transit.
If we find that the product has not been returned to us in fully resalable condition or broken, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.
Refunds will be made in the same form of payment that was originally used, within 30 days of us receiving your return.
You may cancel your order (or any part of it) for any reason within 7 working days of receipt of the goods. In order to do so, please simply contact us via the Contact Form on the website. Please pack the item(s) in the original packing and return the item(s) to us. The item(s) must be unused, in its original condition with all tags attached.
The purchasing sum, shipping costs deducted, will be refunded within 30 days from the day the product reaches Nettle Green Ltd. If you use your right to return a product, the return shipping costs will be paid by you.
The returns address is as above.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at www.berr.gov.uk/files/file14633.doc