Right of withdrawal

Last updated: September 5, 2026

Statutory Consumer Rights

Where mandatory consumer protection laws of the country in which the customer has their habitual residence apply, those rights remain unaffected. The choice of the laws of the State of Wyoming, USA, must not result in consumers being deprived of the protection granted to them by the mandatory provisions of the law of their habitual residence.

The voluntary 90-day return option described below applies in addition to any statutory rights of withdrawal, statutory guarantee rights, and other consumer rights.

1. Return Period

Customers may register unused items for return within 90 calendar days of receiving the goods. Returns are excluded after this period has expired.

2. Return Requirements

For a return to be accepted, the goods must:

Be unused, unwashed, and in a resalable condition
Be in their original packaging with all labels, tags, and accessories
Be returned together with proof of purchase, such as the order confirmation or invoice number
Have been registered in advance by contacting info@nellandcroft.com; unregistered returns may be refused or processed with a delay

The customer must carefully inspect and package the goods before returning them. Damage caused by inadequate return packaging may result in a reduction of the refund.

3. Items Excluded from Returns

The following exclusions apply exclusively to the voluntary 90-day return option. Mandatory statutory rights of withdrawal, statutory guarantee rights, and other consumer rights remain unaffected:

Discounted goods and sale items marked “Final Sale”
Personalized or made-to-order items
Gift cards and vouchers
Hygiene products and close-fitting garments where the seal has been removed
Items marked as “non-returnable”

4. Return Shipping Costs

The customer bears the cost and risk of returning the goods unless otherwise expressly agreed or required by mandatory law.

We recommend using a tracked shipping service. We accept no liability for packages lost during return shipment where no tracking service was used.

Where standard shipping was free because the order value was €50 or more, there are generally no original shipping costs to refund. Where the order value was below €50 and a shipping fee was paid, this fee will not be refunded unless mandatory consumer law in the customer’s country of habitual residence—such as within the European Union or the United Kingdom—requires the reimbursement of standard shipping costs following a timely return. In such cases, we will reimburse the standard shipping costs to the extent required by law.

Where paid express shipping, currently €9.90, was selected for the original order, this surcharge will not be refunded in the event of a return.

5. Inspection and Refund

After receiving and inspecting the returned goods, we will inform the customer by email whether the return has been accepted or rejected.

If accepted, the purchase price of the goods, excluding the original shipping costs, will be refunded to the original payment method within 5–10 business days.

We reserve the right to make a deduction for diminished value where goods are not returned in satisfactory condition, or to reject the return entirely and send the goods back to the customer at the customer’s expense.

6. Damaged or Defective Goods

If goods are damaged or defective upon receipt, we ask customers to notify us, where possible, within 48 hours of delivery by emailing photographs to info@nellandcroft.com.

This timeframe does not limit any mandatory statutory guarantee or consumer rights.

At our discretion, we will initially offer repair or replacement. A full refund will be provided only where repair or replacement fails, is impossible, or would be unreasonable for the customer, insofar as required by mandatory law.

7. Exchanges

Direct exchanges, such as for a different size or colour, are not offered.

Customers should instead place a new order for the desired item and return the original item in accordance with this policy.

8. Mandatory Consumer Law

Where the customer has their habitual residence in a country whose mandatory consumer laws apply regardless of the contractually agreed governing law—such as within the European Union—the minimum rights prescribed by those laws take precedence wherever this policy provides less favourable terms.