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Overview
Our general Terms and Conditions can be found here.
As per our Terms and Conditions we do not offer refunds for our services unless a genuine error or mistake has occurred. However, specifically for the e-commerce shop/store, we will consider customer requests on case by case basis and offer refunds, only if certain conditions are met that are listed below.
Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging (physical goods only).
Several types of goods are exempt from being returned.
The non-returnable items:
- Gift cards
- Downloadable software products
- Digital goods
- Training
- Subscriptions
- Services
- Custom made products
- Research
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within one day after acceptance. As we currently do not accept credit, and debit card payments, we can only offer instant returns for any payments completed via “Pay by Bank (Automated Bank Transfer)” or any other payment type available as a payment method within our e-commerce shop. For manual bank transfers, refunds will processed immediately after acceptance.
Late or missing refunds
If you haven’t received a refund yet, first check with your bank, if your refund has reached your account.
If you’ve done it ,and you still have not received your refund, please contact us at contact[at]nantorex[dot]com.
Our telephone contact number is: +44 0739 852 1093
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email first at contact[at]nantorex[dot]com.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
After contacting us and discussing a return of the physical product, you should it send to our registered office address, if instructed by our team to do so. Our address is listed below:
Nantorex Ltd, 1 Fairlawn Avenue, Bexleyheath, Kent, DA7 4TQ, United Kingdom.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Our contact form is available here.
For enquiries related to orders, refunds, returns and any other topics please use the following details: contact[at]nantorex[dot]com
Our telephone contact number: +44 0739 852 1093.
