Introduction

This Returns Policy explains the rights and procedures that apply when a consumer purchases goods from Nortelco. It covers purchases made through our online shop and, where applicable, purchases made directly from us.

A “consumer” is an individual acting for purposes that are wholly or mainly outside their trade, business, craft or profession.

Your rights will differ depending on whether you purchased goods online or in person. Nothing in this policy affects your statutory rights under UK consumer law.

On-Premises Purchases

If you purchase goods from us in person, you do not automatically have a legal right to return them simply because you have changed your mind.

However, Nortelco may, at our discretion, agree to accept an unused item for return or exchange within 14 days of purchase, provided it is returned in its original condition, with all packaging and seals intact, and with proof of purchase.

We may refuse a change-of-mind return where an item has been used, damaged, altered or is no longer in a condition suitable for resale.

This does not affect your statutory rights if goods are faulty, not as described or not fit for purpose.

Distance Purchases

If you purchase goods from Nortelco through our online shop, by telephone or by another method of distance selling, you will normally have the right to cancel your order without giving a reason.

You may notify us that you wish to cancel at any time from placing your order until 14 days after the day on which you receive the goods.

Once you have told us that you wish to cancel, you must return the goods to us within 14 days. Unless we have agreed otherwise, you are responsible for the direct cost of returning the goods.

You may inspect the goods as you reasonably would in a shop to establish their nature, characteristics and functionality. If you handle or use the goods beyond what is reasonably necessary for this purpose and their value is reduced as a result, we may make an appropriate deduction from your refund.

Certain goods may be excluded from the statutory right to cancel where an exemption under consumer law applies, including certain personalised goods, goods liable to deteriorate rapidly, sealed goods which are not suitable for return for health or hygiene reasons once unsealed, and sealed audio, video or computer software once unsealed.

If you cancel your order, we will refund the price paid for the goods together with the cost of our standard delivery option, where applicable. If you chose a more expensive delivery method, we are not required to refund the additional delivery cost.

We may withhold the refund until we have received the goods back or you have provided evidence that you have returned them, whichever occurs first. Refunds will be made using the original method of payment unless otherwise agreed.

Faulty Goods

Goods supplied by Nortelco must be of satisfactory quality, fit for purpose and as described.

If goods are faulty, not as described or not fit for purpose, you may have the right to reject them and receive a refund if you notify us within 30 days of receiving them.

After the initial 30-day period, you may have the right to request a repair or replacement. If a repair or replacement is not possible, is unsuccessful or cannot be provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or to reject the goods and receive a refund, subject to your statutory rights.

These rights apply independently of any manufacturer’s warranty or guarantee and are not affected by Nortelco’s voluntary returns policy.

Please contact us as soon as possible if you believe an item is faulty so that we can arrange the appropriate next steps.

Returning Goods

Before returning any goods to Nortelco, please contact us so that we can provide the appropriate return instructions.

Unless the goods are faulty or we have agreed otherwise, you are responsible for ensuring that returned goods are packaged securely and for the cost of returning them to us. We recommend using an appropriate tracked or insured delivery service, as you are responsible for the goods until they are received by us.

Where goods are faulty, damaged, incorrect or not as described, Nortelco will provide appropriate return instructions and will be responsible for reasonable return costs where required by law.

Please include your name, order number and sufficient information for us to identify your purchase when returning goods.

Refunds

Where a refund is due, we will process it without undue delay and within the timescales required by law.

For cancelled distance purchases, refunds will normally be made within 14 days of the day we receive the returned goods or, if earlier, the day you provide evidence that the goods have been returned.

We will normally issue the refund using the same payment method used for the original purchase unless we have expressly agreed otherwise. You will not be charged a fee for receiving the refund.

Where applicable, we will refund the cost of our standard delivery option. Any additional amount paid for a more expensive delivery method is not normally refundable.

We may make an appropriate deduction from a refund where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality and their value has been reduced as a result.

Statutory Rights

Nothing in this Returns Policy affects or limits your statutory rights as a consumer.

Your rights under UK consumer law apply in addition to any voluntary return, exchange, warranty or guarantee offered by Nortelco or by a manufacturer.

If any provision of this Returns Policy conflicts with your statutory rights, your statutory rights will take precedence.