Returns & Exchanges

Returns & Exchanges Policy – Nustina

At Nustina, we want you to shop with confidence. You have 30 days from the date of receipt to request a return or exchange, under the conditions below.

1) Legal Right of Withdrawal (14 Days – EU/UK Consumers)

In accordance with UK Consumer Contracts Regulations and EU law (where applicable), you have 14 days from the date of receipt to exercise your right of withdrawal without giving any reason.

To exercise this right, contact our customer service at contact@nustina.com to receive return instructions and a return label.

  • Exchange: Free of charge – we cover the cost of the return and the shipment of the replacement item.

  • Refund: You are responsible for the return shipping costs (label fee) and a handling/restocking fee based on the number of items returned. Once we receive and inspect the item, the refund will be processed (less fees) within 14 days.

2) Extended Commercial Policy (Day 15 to Day 30)

Between day 15 and day 30 after delivery, we still allow returns or exchanges under the following terms:

  • Exchange: Always free of charge – Nustina covers return and re-shipping fees.

  • Refund: Only available for non-sale / non-promotional items.
    Return shipping and handling fees are deducted from the refund amount.

Sale or discounted items are eligible only for exchange or store credit, not for refunds.

3) Return Conditions

To qualify for a return or exchange, the item must be:

  • Unused, unwashed, unworn

  • Returned in its original condition with packaging and tags intact

  • Accompanied by proof of purchase (order confirmation email or invoice)

Returns must be approved in advance by contacting contact@nustina.com.
Please do not send your parcel directly to the manufacturer.

4) How to Return

  1. Email us at contact@nustina.com with your order number, item(s) to return, reason (exchange/refund), and photos if needed.

  2. You will receive return instructions (and a prepaid label if applicable).

  3. Repack the item securely with original packaging and tags.

  4. Ship the parcel following the provided instructions.

  5. Once received and inspected, we will confirm the exchange or refund (minus any applicable fees).

Until your parcel reaches us, it remains your responsibility. We recommend using a tracked shipping service.

5) Refunds

Once your return is approved:

  • Refunds are issued to your original payment method, excluding initial shipping fees (unless the return is due to our error) and after deducting return/handling fees.

  • Typical processing time: up to 14 days after receipt and inspection.

Delayed or missing refund?

  • Check your bank account

  • Contact your bank or card issuer

  • If you still have not received your refund, email us at contact@nustina.com

6) Non-Returnable Items

For hygiene or customisation reasons, some items may be non-returnable (e.g., personalised items). This is always stated on the product page.

7) Damaged, Defective or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 72 hours with photos at contact@nustina.com.
We will arrange for a replacement, exchange, or full refund (including return costs) as appropriate.