Last updated: 28 September 2026

This policy applies to customers in the United Kingdom buying from Nerylux, the trading name of, a Belgian sole trader. Our 14-day returns policy does not limit your statutory rights. Orders already placed retain the return terms that applied when they were purchased.

1. Our free 14-day returns policy

You may request a change-of-mind return within 14 days after the day you receive your item. Please provide your order number or other proof of purchase. You then have a further 14 days after notifying us to send the goods back. Personalised or genuinely custom-made items are excluded from change-of-mind returns, without affecting your rights where goods are faulty.

We cover return costs for eligible returns requested within this 14-day cancellation period. There is no restocking fee. You may inspect the goods as you could in a shop; the handling and refund rules below apply.

2. How to request and send a return

Email contact@nerylux.com with your order number and the item you wish to return. You do not need to give a reason when exercising your statutory right to cancel. We will send you a prepaid return label or suitable return arrangements, together with the correct return address. The return address is provided after you request a return from our customer service team.

Pack the item securely, include your order details and retain proof of posting. Please contact us before arranging your own transport so we can provide the prepaid option. For a statutory cancellation, send the goods back within 14 days of telling us you are cancelling.

Your clear notice of statutory cancellation is effective when given within the applicable period; it does not depend on our approval or issue of a return number. Contact us if our instructions are delayed. Our administrative process does not reduce your legal rights.

3. Your statutory right to cancel an online order

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel most online purchases without giving a reason. The cancellation period ends 14 days after the day you or your nominated recipient receives the goods. For a single order delivered in separate parts, it normally runs from receipt of the last item or part.

You may cancel before dispatch or during this period by emailing or writing to us with a clear statement. You can use the optional form below, but do not have to. Dispatch does not remove your cancellation right. After notifying us, you have a further 14 days to send the goods back.

You may inspect the goods as you could in a shop. Original packaging is helpful but is not an absolute condition of statutory cancellation. Where the law allows, we may reduce a change-of-mind refund to reflect diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Installation or use may go beyond a reasonable inspection. This does not affect remedies for faulty goods.

The statutory change-of-mind right does not apply to goods made to your specifications or clearly personalised. This exception does not remove rights where those goods are faulty, damaged or not as described. A discounted price or a “sale” label does not remove statutory rights.

4. Faulty, damaged, incorrect or misdescribed goods

Goods must be of satisfactory quality, fit for purpose and as described. Under the Consumer Rights Act 2015, UK consumers normally have a 30-day short-term right to reject goods that do not meet these requirements and obtain a refund. After that, repair or replacement and, in appropriate cases, a price reduction or final rejection remain available. A commercial returns deadline does not end these rights.

Tell us when you discover a problem. Photographs can help us assess it, but a failure to report within 48 hours does not remove your rights. We cover reasonable return costs for faulty, damaged, incorrect or misdescribed items and arrange the remedy required by law. You do not have to accept a replacement instead of a refund where you have a legal right to reject.

5. Refund timing and method

For statutory cancellations, we refund without undue delay and within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier. If no goods have been dispatched, we refund within 14 days of your cancellation notice.

For a faulty-goods rejection, we issue the refund without undue delay and within 14 days of agreeing that you are entitled to it. An inspection will not be used to delay a statutory remedy unreasonably.

Refunds go to the original payment method unless you expressly agree otherwise, without refund or restocking fees. When you cancel an entire order under your statutory cancellation right, we also refund the cost of our least expensive standard delivery option. We do not refund the extra cost of optional premium delivery for a change-of-mind cancellation. Your bank may need additional processing time after we issue the refund.

6. Exchanges and missing orders

If you prefer another product, contact us about an exchange or return the original item and place a separate order. This does not affect your entitlement to a refund where the law provides one.

If your order has not arrived, contact us so we can investigate with the carrier and arrange the appropriate delivery, replacement or refund. See our Shipping Policy.

7. Optional cancellation form

Send this form, or any clear cancellation statement, to Nerylux / , Belgium, or contact@nerylux.com.

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Goods and order number:
Ordered on / received on:
Consumer’s name:
Consumer’s address:
Signature (only if sent on paper):
Date:

Delete whichever wording does not apply. This is a cancellation correspondence address; the parcel return address is supplied separately after your request.

Contact us

Nerylux is the trading name of, a self-employed sole trader established in Belgium.

Email: contact@nerylux.com
Telephone: +32 460 22 66 73

Customer service: Monday to Friday, 7 am–5 pm UK time (8 am–6 pm Belgian time), excluding public holidays. We aim to reply within 24 hours. Statutory deadlines for formal requests are explained in the relevant policy.