Refunds and Returns Made Clear and Straightforward
We want every customer to shop with confidence. This page explains how cancellations, eligible returns, damaged products and refunds are handled by Nicol Retailer Limited.
- Clear return guidance
- Support for damaged orders
- Secure online shopping
- Your statutory rights protected
Cancelling and Returning Eligible Purchases
For eligible goods purchased online, you have the right to cancel your order within the statutory cooling-off period of 14 days, beginning on the day after you receive the goods.
To exercise this right, please contact Nicol Retailer Limited by email or through the contact options available on our website. Please do not return any item until you have contacted us and received the appropriate return instructions.
Eligible returned items must be unused, unopened where applicable, and in the same condition in which they were received. You must also provide your receipt, order confirmation or another valid form of proof of purchase.
Please do not send any product back to the manufacturer. All authorised returns must be sent or delivered to Nicol Retailer Limited using the return details provided below.
What Can and Cannot Be Returned?
Food products require special handling. Please review the eligibility guidance carefully before requesting a return.
Eligible Returns
A non-perishable product may be eligible for return where it remains unused, unopened and in the same condition in which it was supplied.
- The product must be returned in its original packaging.
- Any seal or protective cellophane must remain intact.
- A receipt or proof of purchase must be supplied.
- The return must be authorised before it is sent.
Non-Returnable Products
The statutory cancellation right does not normally apply to products that are perishable, likely to expire quickly or no longer suitable for resale for hygiene or safety reasons.
- Fresh and perishable food.
- Flowers and other products likely to deteriorate quickly.
- Beverages and hampers containing perishable goods.
- Products where a seal or cellophane has been broken.
Damaged or Defective Goods
Contact us promptly if an item arrives damaged, defective or in an unacceptable condition. We may request photographs of the product, outer packaging and delivery label.
- Keep the item and packaging until we respond.
- Provide your order number and proof of purchase.
- Photograph the damage clearly.
- Follow the return instructions supplied by our team.
Return Shipping
Unless the goods are faulty, damaged or supplied incorrectly, customers are responsible for arranging and paying for the return of eligible products.
- Original delivery charges are generally non-refundable.
- Use appropriate protective packaging.
- Consider using a tracked delivery service.
- Keep your return-postage receipt until the matter is resolved.
Our Returns Process
Follow these steps so that we can review and resolve your request as efficiently as possible.
Contact Us
Provide your name, order number, product details and the reason for your request.
Send Evidence
Where relevant, supply clear photographs of the item, packaging and delivery label.
Receive Instructions
Our team will review the information and confirm whether a return or other resolution is appropriate.
Refund or Resolution
Once the return has been received and assessed, the approved refund or alternative resolution will be processed.
Tell Us Promptly if Something Is Wrong
If your order arrives damaged or defective, please notify us as soon as possible. Under the current policy, customers should report such goods within 30 days of receipt, and Nicol Retailer may require the goods to be returned within seven days after notification. Photographs may be requested to support an investigation with the courier or packing facility. :contentReference[oaicite:1]{index=1}
Refund and Return Questions
Find quick answers to some of the most common questions about cancellations, returns and damaged orders.
Can I return fresh, chilled or frozen food?
Can I return an item after opening it?
Do I need proof of purchase?
Who pays for return postage?
Where should authorised returns be sent?
Are my statutory rights affected?
Contact Our Customer Support Team
Please contact us before returning any product. Providing your order number, product details and photographs where relevant will help us review your request promptly.
This policy is provided for general customer information and should be read alongside the product description, delivery information and applicable terms and conditions. Your statutory rights are not affected.