Refund policy

Returns & Refunds

We want you to be happy with your Nonnella purchase. If it isn't right, here's how to return it.

Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason. You then have a further 14 days to send the item back to us.

To cancel, email us at hello@nonnella.com with your order number. You can use the model cancellation form, but you don't have to — a clear statement that you wish to cancel is enough.

Our 30-day returns promise

We go further than the legal minimum. You can return any unused item in its original condition within 30 days of delivery for a full refund of the item price.

Faulty or misdescribed items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your item is faulty:

  • Within 30 days of delivery, you have the right to reject it for a full refund.
  • Between 30 days and 6 months, we will repair or replace it. If that isn't possible, you're entitled to a refund.

If an item arrives faulty or damaged, email hello@nonnella.com with a photo and we'll sort it. We cover return postage on faulty items.

How to return an item

  1. Email hello@nonnella.com with your order number and reason for return.
  2. We'll reply within 1 business day with the return address and instructions.
  3. Send the item back in its original condition.

Return postage

  • Faulty, damaged or wrong item: we pay. We'll refund your postage or send a prepaid label.
  • Changed your mind: you pay for return postage. We recommend a tracked service, as we can't refund items that don't reach us.

Refunds

We'll refund you within 14 days of receiving the returned item, to your original payment method. Where you exercise your 14-day cancellation right, we refund the standard delivery cost you paid, but not any upgrade to a faster service.

Exceptions

We can't accept returns on items that have been used with raw meat or food and not cleaned, for hygiene reasons. This does not affect your rights if the item is faulty.

Questions?

Email hello@nonnella.com and we'll help.