Returns & Damages

Returns

Cancellation & Returns : 
As per the Consumer Contracts Regulations 2014, you have the right to cancel and return your order within 14 days. No cancellation or return request will be accepted after this period. After the first notification of return, you then have a further 14 days to return the goods to us in as new condition.

To register your return and for more information please email our customer service team at   info@nuwalluk.co.uk 

To proceed with a return, the product must be unused like new condition, and should be returned in its original packaging. 

Before confirming the return of your items, we may request a photograph showing the condition of the product. This helps us ensure that the items are in a resalable condition and good for return.

Customers will be responsible for arranging the return shipment/ postage and insurance of the goods being returned. Any damages that occur during the return process will be liable to deductions from the refund amount owed to you.

All returns must be sent to our head office to allow inspection. 

Once we receive the returned goods, they will be inspected by the warehouse team to ensure they are in resalable condition. After confirmation, refunds will be processed within 7 working days. 

Damages: 

If on the rare occasion you receive an item that is damaged or defective , please contact us within 24 hours to let us know so we can assess the damage and advise the next steps. Photographic evidence will be requested. 

If your fault request is accepted by our customer service team we will arrange a replacement to be sent as soon as possible, if stock is available. Damaged parts on occasions may be requested to be returned. 

If you suspect your items are defective please contact our team at   info@nuwalluk.co.uk as soon as possible so we can advise you further. 

Please note damages that are accepted are: 

Damages caused before or during deliveries arranged directly by Nuwall Uk only. 
Damages reported within 24 hours of delivery and reported to our team.
Manufacturing defaults within 6months . Please note this is the customer's duty to prove after this that the fault was present at time of delivery. 

Damages that will not be accepted:
Damages occurred due to misuse or mishandling by the customer.
Damages caused during the installation, and cutting. 
Damages caused with miscuts and mismeasures. 
Damages caused by cleaning and not following guidelines set out in our product guides. 
Damages caused by storing items prior to install.
Damages caused by force majeure 

If your fault request is completed and accepted , please note Nuwall are not liable for any additional charges such as the below but also not limited to::

Installation costs
Scheduled work deposits
Customer holiday pay and any loss of earnings
Any incurring damages as a result of the product other than the product itself