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Return Policy

REFUND POLICY

Can I Return My Item If It's Not Faulty?

If you wish to return a non-faulty item, please get in touch with our Customer Services team at support@nerta.uk or through our "Contact Us" form. They will provide you with guidance on how to proceed with the return. When contacting us, kindly include your order number or receipt of purchase for quicker processing.

For non-faulty items, you are responsible for covering the postage cost of returning the item. We recommend using a secure delivery method that requires a signature upon receipt, especially for expensive items. This ensures the package's safety in case it goes missing. Please note that the item remains your responsibility until it is signed for at the return address. We cannot accept responsibility for items lost or damaged during the return shipping process. Once you have returned the item, please notify us at support@nerta.uk along with your proof of return receipt. We aim to process refunds within 14 working days after receiving your proof of return. The refunded amount will be credited to the credit/debit card used for the purchase. Please allow an additional 5 working days for the refund to clear into your account from the point of processing.

Can I Return My Faulty Item?

If the item you ordered is faulty, you have 30 days to return it. In the case of parcels or items damaged during transit, please report the issue to our Customer Service Team at Nerta UK within 24 hours of delivery. Failure to report damaged parcels during transit within the given timeframe will result in our inability to issue a refund or provide replacement goods.

To return a faulty item, please contact our Customer Services team at support@nerta.uk. Regrettably, we are presently unable to supply a pre-paid return label. Therefore, we kindly request that you keep your postage receipt, and we will refund the postage cost to you via your account, PayPal, or BACS transfer.

Upon receipt of your returned goods and proof of postage, we will either send a replacement item or issue a refund based on your preference. We aim to process refunds within 14 working days after receiving the return. The refunded amount will be credited to the credit/debit card used for the purchase. Please allow an additional 5 working days for the refund to clear into your account from the point of processing.

How Long Will It Take to Process My Faulty Item Return?

Once the faulty item has been returned, please notify us with an image of your proof of postage. We aim to process refunds within 14 working days of receiving the returned item. The refunded amount will be credited to the credit/debit card used for the purchase. Please allow an additional 5 working days for the refund to clear into your account from the point of processing.

How Can I Cancel My Order?

To cancel your order, please contact our Customer Service Team at support@nerta.uk. If your items have already been dispatched before cancellation, you will be responsible for the costs of returning the unwanted items. Orders are picked and packed within an hour of being placed, and once the packing process is complete, we cannot cancel any orders. This return policy does not affect your statutory rights.

How Can I Amend My Order?

If you wish to amend your order, please contact our Customer Service Team at support@nerta.uk. Orders are picked and packed within an hour of being placed. While we will do our best to accommodate your request, we cannot guarantee that we can make any amendments once the order has been created. If you have entered an incorrect address and we are unable to amend it before shipment, Nerta UK is not obligated to offer a refund or replacement.

What If I Haven't Received My Order?

If your order has not arrived within the expected time frame, please contact our Customer Service team at support@nerta.uk as soon as possible. If we are not notified of your missing order within 30 days of the expected delivery date, Nerta UK is unable to guarantee a refund or replacement of your order.
My Order Was Marked as Delivered But I Still Haven't Received It

If your order is marked as delivered by the courier but you have not received your parcel, please contact our Customer Service Team at support@nerta.uk within the first 48 hours of the item being marked as delivered. Before contacting us, please ensure that the courier has not left an image or any information regarding the location of your parcel. After the initial 48-hour notification period, Turtle Wax is unable to guarantee a refund or replacement of your order.

I Forgot to Apply My Discount Code to My Order

If you forgot to apply a discount code to your order, please contact our Customer Service Team at support@nerta.uk for assistance. We will handle such cases on a case-by-case basis. Please note that Nerta UK is unable to guarantee that the discount can be applied once the order has been placed.

My Order Arrived Damaged

We take great care in picking and packing our parcels to ensure they arrive safely. However, accidents can occasionally occur. If your order has arrived damaged, please contact our Customer Service Team at support@nerta.uk within the first 48 hours of receiving the order. Kindly include images of the damaged parcel and your order number in your communication. Outside of the initial 48 hours after receiving the parcel, Nerta UK is unable to guarantee a refund or replacement of your order.