Refund policy
Last updated: 30 September 2026
1. Cancelling your order before dispatch
You can cancel your order at any time before it is dispatched by emailing us at nexcart.co.uk@gmail.com, and we will refund you in full.
2. Changing your mind
Under the law, you have 14 days from the day you receive your order to tell us you have changed your mind, and a further 14 days after that to send the products back.
How to return a product
- Tell us you want to return a product by emailing nexcart.co.uk@gmail.com, using our returns form at [returns form link], or through the marketplace you bought it on. Please include your order number.
- Send the product back within 14 days of telling us, to the address we give you.
- You pay for return postage unless the product is faulty or not as described. We recommend a tracked service, as you are responsible for the product until it reaches us.
Your refund
We will refund the price of the product and our standard delivery charge (if you paid one) within 14 days of receiving the product back, or of you showing us proof you have sent it, whichever is sooner. If you chose a more expensive delivery option, we only refund the cost of our standard option. We refund using the method you paid with.
You can handle the product as you would in a shop to see if it is right for you. If it has been used more than that, or damaged, we may reduce your refund to reflect the loss in value.
3. Products you cannot return if you change your mind
For health, hygiene and practical reasons, the law allows us to exclude some products from change-of-mind returns. You cannot return the following unless they are faulty or not as described:
| Product | When it cannot be returned |
|---|---|
| Perfumes and fragrances | Once the seal or cellophane has been removed |
| Cosmetics, skincare and personal care products | Once opened or unsealed |
| Underwear, swimwear and pierced jewellery | Once the hygiene seal or protective lining has been removed |
| Food, drink, flowers and other perishables | At any time, as they can go off quickly |
| Personalised or made-to-order products | At any time, as they are made to your specification |
| Sealed CDs, DVDs, video games and software | Once the seal has been broken |
| Digital products, downloads and gift cards | Once you have started the download or the gift card has been sent |
Some products, such as perfumes, aerosols and products containing batteries, may have to be returned using a specific courier service because of postal rules for hazardous items. We will tell you how to send them back.
4. Faulty products: your legal rights
Every product we sell must be of satisfactory quality, fit for purpose and as described. If it is not, you have legal rights under the Consumer Rights Act 2015, including:
| When you tell us | Your right |
|---|---|
| Within 30 days of delivery | A full refund |
| Within 6 months of delivery | A repair or replacement. If this is not possible, or the repair fails, you can ask for a refund or a price reduction. |
| Up to 6 years after delivery | A repair or replacement, or a price reduction or refund if that fails. After 6 months, you may need to show the fault was there at delivery. |
We will pay the cost of returning faulty products and refund you within 14 days of agreeing you are entitled to one. These rights apply to all products, including those listed in section 3 above.
5. Marketplace orders
If you bought through eBay, TikTok Shop, Facebook Marketplace or Instagram, please start your return through that platform so your purchase stays covered by its buyer protection. You can also contact us directly.
6. Contact us
Email: nexcart.co.uk@gmail.com
Phone: [phone number]
Anfield Business Centre
58 Breckfield Road South
Liverpool
L6 5DR