Refund policy

1. Overview

We want you to be happy with your purchase. This policy explains when you can return items, request a refund, or receive a replacement.

This policy applies to all products purchased through our website.

Do not send items back without contacting us first.
Returns sent without prior approval may not be accepted.

2. Change of Mind Returns (UK & EU Customers)

If you are a UK or EU customer, you have the right to cancel your order within 14 days of receiving your item, in line with consumer protection laws.

To be eligible for a return:

  • The item must be unused, unworn, unopened, and in its original condition

  • The item must be returned with all original packaging, tags, seals, and components intact

  • The item must be in a resaleable condition

  • You must notify us of your intention to return within 14 days of delivery

Once your return is approved, you must send the item back within 14 days.

Refunds will be issued to the original payment method once we have received and inspected the returned item.

3. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect

  • Original shipping charges are non-refundable

  • We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit

4. Faulty, Damaged, or Incorrect Items

If you receive an item that is:

  • Faulty

  • Damaged during delivery

  • Incorrect (wrong item sent)

Please contact us within 14 days of delivery, including photographs where possible.

In these cases, we will offer one of the following at no additional cost to you:

  • A replacement item

  • A refund (including original shipping costs where required by law)

5. Non-Returnable Items

We do not accept returns for:

  • Items that have been used, worn, played, washed, or altered

  • Items returned without original packaging, tags, seals, or components

  • Items returned in a damaged, incomplete, or unsaleable condition

  • Items returned outside the stated return periods

This helps us maintain quality and fairness for all customers.

6. International Orders, Customs & Duties

For orders shipped outside the UK:

  • Customers are responsible for any customs duties, taxes, or import fees

  • These charges are not included in our product prices or shipping fees

  • We cannot refund orders refused or returned due to unpaid customs charges

Please check your local import regulations before placing an order.

7. Refund Processing Time

Once a return is approved and received:

  • Refunds are processed within 5–10 business days

  • Your payment provider may take additional time to reflect the refund in your account

8. How to Start a Return

To request a return or report an issue, please contact us at:

support@nrdsqd.com

Please include:

  • Your order number

  • A brief description of the issue

  • Photos (where relevant)