Nexil Shop | Last updated: 18 August 2026

 

We want you to shop with confidence. This policy explains your rights and our process for returns, cancellations, refunds and exchanges when purchasing from Nexil Shop.

This policy is designed for UK online retail. Your statutory rights are not affected.

1. Your right to cancel

For most goods purchased online, UK consumers normally have the right to cancel within 14 days after the day the goods are received. After notifying us of a cancellation, you normally have a further 14 days to return the goods.

To exercise your right to cancel, contact us at contato.nexilshop@gmail.com with your order number and a clear statement that you wish to cancel.

2. Our extended 30-day returns policy

In addition to your statutory cancellation rights, Nexil Shop accepts eligible returns requested within 30 days of delivery.

To qualify under our voluntary returns policy, the item should be unused, in the same condition in which you received it, and returned with its original packaging where reasonably possible.

3. Items that cannot normally be returned

·         Perishable goods or goods that deteriorate or expire rapidly.

·         Personalised or made-to-order goods, except where faulty.

·         Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

·         Sealed audio, video or software products once unsealed, where the applicable legal exception applies.

·         Digital content once supply has begun after the customer has expressly agreed to immediate supply and acknowledged the loss of the cancellation right, where applicable.

Nothing in this section removes your rights where goods are faulty, damaged, misdescribed or otherwise not in conformity with the contract.

4. Faulty, damaged or incorrect items

If your order arrives faulty, damaged or incorrect, contact contato.nexilshop@gmail.com as soon as reasonably possible and include your order number and, where helpful, photographs of the issue.

Where UK consumer law gives you a right to a repair, replacement, price reduction or refund, we will provide the appropriate remedy. We do not limit or exclude those statutory rights.

5. How to return an item

Before sending a return, email contato.nexilshop@gmail.com to request return instructions. Do not send products back to a manufacturer or supplier unless we specifically instruct you to do so.

6. Return postage

For a change-of-mind cancellation, the customer may be responsible for the direct cost of returning the goods where this was made clear before purchase. If an item is faulty, damaged, incorrect or otherwise covered by your statutory rights, we will handle reasonable return costs as required by law.

We recommend using a tracked service for higher-value returns and keeping proof of postage.

7. Refunds

Once a returned item is received and assessed, we will notify you. Approved refunds will be made to the original payment method unless otherwise agreed.

Where you validly cancel an online order, we will process the refund within the time required by applicable UK consumer law. Banks and payment providers may take additional time to display the credit.

8. Exchanges

If you would like an exchange, contact us. Availability cannot be guaranteed. For faulty or incorrect items, your statutory remedies remain available.

9. Sale items and promotional purchases

Sale or promotional items are not excluded from statutory consumer rights. Eligible promotional items may be returned in accordance with this policy unless a lawful exception applies.

10. Contact

Email: contato.nexilshop@gmail.com