Refund policy

Last updated: August 2026

1. Introduction

At Naz Online Mart, we want you to be happy with your purchase. If you are not satisfied with an item, please contact us as soon as possible so that we can help you with your return, refund, replacement or other applicable remedy.

This policy explains our returns and refunds process. Nothing in this policy is intended to remove or restrict any statutory rights you may have under applicable UK consumer law.

2. Change-of-Mind Returns

For qualifying online purchases, you generally have the right to cancel your order within 14 days from the day after you receive the goods, without giving a reason.

If you decide to cancel, please notify us clearly within the applicable cancellation period. Once you have notified us, you generally have a further 14 days to send the goods back.

3. Condition of Returned Items

Please take reasonable care of products while they are in your possession. You are generally allowed to handle goods as you would reasonably be able to do in a shop to establish their nature, characteristics and functioning.

If goods have been used beyond what is reasonably necessary to inspect them and their value has been reduced as a result, the law may allow an appropriate deduction from a refund.

4. Items That May Be Excluded From Change-of-Mind Returns

Certain products may be excluded from the statutory cancellation right where a specific legal exception applies. Depending on the product, this may include:

• Personalised or custom-made products.
• Goods that are liable to deteriorate or expire quickly.
• Sealed goods which cannot reasonably be returned for health or hygiene reasons once the seal has been broken.
• Other products for which a statutory cancellation exception applies.

Where an exception applies to a particular product, the relevant information will be provided to you before or at the time of purchase where required.

These exceptions do not remove your statutory rights where goods are faulty, not as described or otherwise fail to meet applicable legal requirements.

5. Faulty, Damaged or Incorrect Items

If your item is faulty, damaged, not as described, or does not meet applicable legal requirements, please contact us.

Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, price reduction or refund.

Your statutory consumer rights are not affected by this policy.

If your parcel arrives damaged, we recommend contacting us promptly and, where possible, providing photographs of the packaging and damaged item to help us investigate the issue.

If you receive the wrong product, please contact us with your order number and details of the item received so that we can arrange the appropriate solution.

UK consumer law provides specific remedies for faulty goods, including a short-term right to reject in qualifying circumstances and rights to repair or replacement in applicable cases. :contentReference[oaicite:1]{index=1}

6. How to Request a Return

To request a return or cancellation, contact us using the details below and provide your order number and the reason for contacting us.

1. Contact Naz Online Mart by email.
2. Provide your order number and relevant details.
3. We will provide return instructions where a return is required.
4. Package the product securely to help prevent damage during return transit.
5. Send the product using the return instructions provided.

7. Return Shipping

For a change-of-mind return, the direct cost of returning the goods may normally be the customer's responsibility where permitted by applicable law and where we have informed you of this before the purchase.

Where an item is faulty, incorrect, damaged or otherwise covered by a statutory remedy, we will work with you to arrange the appropriate return and remedy.

8. Refunds

Where you are entitled to a refund following a qualifying cancellation, we will refund the applicable amount in accordance with UK consumer law.

For qualifying online cancellations, the refund generally includes the cost of the standard delivery option originally paid. If you selected a more expensive delivery option, we generally only need to refund the cost of the standard delivery option.

Where goods are returned because they are faulty, incorrect or otherwise covered by a statutory remedy, the applicable refund and delivery costs will be handled in accordance with your legal rights.

9. Refund Processing

Under the applicable UK rules, qualifying refunds are generally required within 14 days subject to the circumstances set out in law. :contentReference[oaicite:2]{index=2}

10. Deductions From Refunds

For a qualifying change-of-mind cancellation, we may be entitled to reduce a refund where the value of the goods has been diminished by handling beyond what was reasonably necessary to establish their nature, characteristics and functioning.

We will not apply deductions in a way that removes or restricts rights that cannot legally be restricted.

11. Exchanges and Replacements

If you would prefer an exchange or replacement rather than a refund, please contact us. Where an item is faulty or otherwise covered by statutory rights, any repair or replacement will be handled in accordance with applicable law.

12. UK Shipping Rates

The following are the standard shipping rates currently offered by Naz Online Mart. Delivery estimates are approximate and may vary depending on the destination, courier and circumstances outside our reasonable control.

13. Delivery Delays

Delivery estimates are provided as guidance and may be affected by courier delays, weather, public holidays, address issues or other circumstances outside our reasonable control.

If your order has not arrived within the expected delivery period, please contact us so that we can investigate the shipment.

14. Proof of Purchase

We may ask for reasonable evidence that an order was purchased from Naz Online Mart, such as an order number, confirmation email, receipt or other appropriate evidence.

15. Contact Us

If you have any questions about returns, refunds, exchanges or this policy, please contact Naz Online Mart:

This policy does not limit or exclude any statutory consumer rights. Where a mandatory legal right applies, that right will prevail over any conflicting provision of this policy.