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 Customers)

For change-of-mind returns, items should be returned in a condition that allows them to be resold.

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

To exercise your right to cancel, you must notify us within 14 days of delivery. You then have a further 14 days from the date you notify us to return the item.

You may handle and inspect the item only to the extent reasonably necessary to establish its nature, characteristics and functionality, similar to how you might inspect an item in a physical shop.

Items should be returned with all components and, where reasonably possible, their original packaging. If an item has been handled beyond what is reasonably necessary and its value has been reduced as a result, we may make an appropriate deduction from your refund.

Refunds will be issued to the original payment method once we have received the returned item or you provide evidence that it has been sent back, whichever is earlier where required by law.

3. Return Shipping Costs

For change-of-mind returns, customers are responsible for the cost of returning the item.

We recommend using a tracked shipping service and retaining proof of postage.

Where you exercise your statutory right to cancel, we will refund the price paid for the item and the cost of our standard delivery option. If you selected a more expensive delivery method, we are not required to refund the additional cost above our standard delivery charge.

If an item is faulty, damaged in transit or incorrect, we will cover reasonable return costs where applicable.

4. Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged, not as described, or you receive the wrong item, please contact us as soon as possible at hello@nrdsqd.com, including photographs where helpful.

Nothing in this policy affects your statutory rights under UK consumer law.

Where goods are faulty or not as described, you may have the right to reject them for a full refund within 30 days of receiving them. After this period, you may have additional rights to a repair, replacement, price reduction or refund depending on the circumstances.

If we have sent you an incorrect item or your item arrives damaged, we will arrange an appropriate replacement, refund or other remedy at no additional cost to you.

5. Non-Returnable Items

We may reduce the amount refunded where an item has been handled beyond what is reasonably necessary to inspect it and its value has been reduced as a result. This may include:

  • items that have been played, used, washed, altered or otherwise used beyond reasonable inspection
  • items returned with missing packaging, tags, seals, cards, rulebooks or other components, where this reduces the value of the product
  • items returned damaged, incomplete or otherwise in a condition that reduces their resale value
  • items returned outside the applicable statutory return periods, unless another legal right applies

These provisions do not affect your statutory rights where an item is faulty, damaged, not as described or otherwise does not conform to your contract.

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

We aim to process refunds within 5–10 business days. Where statutory cancellation rights apply, refunds will be made within the time limits required by law. 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:

hello@nrdsqd.com

Please include:

  • Your order number

  • A brief description of the issue

  • Photos (where relevant)