Refund policy
Last updated: 13 August 2026
We want you to be satisfied with your NUWEAVE purchase.
This policy explains how cancellations, returns and refunds work. It is provided in addition to your statutory rights under UK consumer law. Nothing in this policy excludes or restricts those rights.
1. Your right to cancel an online order
If you are a UK consumer purchasing goods online, you normally have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days after the day you receive the goods.
Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods to us.
To start a cancellation or return, contact:
Please include your name and order number.
2. Cancelling before dispatch
If your order has not yet been dispatched, contact us as soon as possible.
Where we are able to stop the order before dispatch, we will cancel it and refund the amount paid.
If your order has already been dispatched, you can use your applicable cancellation and return rights after receiving it.
3. Condition of returned goods
You may inspect goods in the way you reasonably would if examining them in a physical shop.
Please take reasonable care of returned goods.
If handling beyond what is reasonably necessary to inspect the goods reduces their value, we may make an appropriate deduction from the refund where permitted by law.
We recommend returning products securely packaged to reduce the risk of damage in transit.
4. Return postage
If you are returning an item because you have changed your mind under your statutory cancellation right, you are responsible for the direct cost of returning the goods unless we have agreed otherwise.
If the goods are faulty, damaged, not as described or we supplied the wrong product, we will meet reasonable return costs where required by law.
Please contact us before returning faulty or incorrect goods so that we can provide appropriate instructions.
5. Refunds
Where you validly exercise your right to cancel, we will refund amounts due in accordance with UK consumer law.
This will normally include:
- the price paid for the returned goods; and
- the cost of our standard delivery service where you paid for delivery and the law requires that cost to be refunded.
If you selected a more expensive delivery method than our standard option, we are not required to refund the additional premium delivery cost.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.
For returned goods, we may withhold the refund until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first.
Once the relevant refund conditions have been met, refunds will be made within the timeframe required by law.
Your bank or payment provider may take additional time to display the refund after we have processed it.
6. Faulty, damaged or incorrectly supplied goods
You have statutory rights where goods are faulty, not of satisfactory quality, not fit for purpose or not as described.
If there is a problem with your order, contact us as soon as reasonably possible at:
Please provide:
- your order number;
- a description of the problem; and
- photographs where they would reasonably help us understand the issue.
Providing photographs is not intended to remove or restrict your statutory rights.
Depending on the circumstances and your legal rights, the appropriate remedy may include a refund, repair or replacement.
7. Goods damaged in transit
If your parcel arrives damaged, please contact us rather than relying solely on the courier.
Where goods are lost or damaged before they are delivered to you or a person you have nominated to receive them, we will deal with the matter in accordance with your legal rights.
Please retain the packaging where possible while we investigate.
8. Sale and promotional items
Your statutory rights apply to goods bought in a sale or promotion in the same way as goods bought at full price.
A reduced price does not remove your rights where goods are faulty or where statutory online cancellation rights apply.
9. Exchanges
If you would like to exchange an item, contact us.
Where an exchange is available, we will explain the process. Your statutory rights remain unaffected.
10. Proof of purchase
We may ask for reasonable evidence that the goods were purchased from NUWEAVE, such as your order number, confirmation email or another suitable form of proof of purchase.
11. How to return an item
Before sending a return, contact hello@nuweave.co with your order number.
Unless we provide a different return address, returns should be sent to:
NUWEAVE Returns
PDC Cleaning Services Limited
Suite 7, International Base
Greenwell Road
East Tullos Industrial Estate
Aberdeen
Scotland
AB12 3AX
United Kingdom
We recommend obtaining proof of postage.
12. Model cancellation form
You do not have to use this form, but you may do so if you wish to cancel an eligible online purchase.
To: PDC Cleaning Services Limited T/A NUWEAVE, Suite 7, International Base, Greenwell Road, East Tullos Industrial Estate, Aberdeen, Scotland, AB12 3AX, United Kingdom
Email: hello@nuweave.co
I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods:
Goods ordered: ______________________________
Order number: ______________________________
Ordered on: _________________________________
Received on: ________________________________
Name of consumer(s): ________________________
Address of consumer(s): _____________________
Signature of consumer(s), if submitted on paper:
Date: ______________________________________
13. Contact
Questions about cancellations, returns or refunds should be sent to: