Three reasons to send something back

• You changed your mind. 14 days from delivery, no reason needed, you pay the return postage. This is the right of withdrawal.
• It is faulty or not as described. Two years from delivery, we pay the return postage and you choose repair or replacement first. This is the legal guarantee of conformity.
• It arrived damaged or we sent the wrong thing. Tell us within a few days of delivery and we sort it at our cost.

Starting a return

Write to info@neboka.com with:

• your order number;
• which item or items are going back;
• which of the three reasons above applies;
• for a fault or damage, a photograph. It usually saves a round trip.

We reply within one working day with the return address and, where we are paying for the return, a prepaid label. Please wait for that reply before sending anything: parcels that arrive unannounced take much longer to match to an order.

Condition of returned goods

For a change of mind, send the item back complete, with its accessories and packaging, in a condition that lets us sell it again. You may unpack and examine it as you would in a shop. If it comes back visibly used we may deduct the loss in value rather than refuse the return outright.

Sealed supplements and personal care items cannot be returned once the seal is broken, for hygiene reasons. Unopened, they can.

Refunds

• We refund within 14 days of receiving your withdrawal notice, and in practice within a few days of the parcel reaching us.
• The refund goes back by the same means you paid. We do not issue store credit unless you ask for it.
• A change-of-mind refund includes the original standard delivery charge, but not what you spend sending it back.
• A refund for a faulty item includes everything: the price, the original delivery, and the return postage.

Repairs and replacements

For a fault inside the two-year guarantee you can ask for a repair or a replacement, free of charge and within a reasonable time. If neither is possible, if it would take too long, or if it would cause you significant inconvenience, you can ask for a price reduction or cancel for a refund. For the first year after delivery we have to prove a defect was not there at delivery, not the other way round.

Cancelling before dispatch

If the order has not left the warehouse yet, write to info@neboka.com and we will cancel it and refund in full. Once it has been handed to the carrier, treat it as a return.

The legal detail

The exact wording of your withdrawal right, the deadlines, the exceptions and the model form are on our Right of withdrawal page. Your guarantee rights are in section 9 of the Terms and Conditions. Nothing on this page reduces either of them.