Refund policy
RETURN, REFUND & CANCELLATION POLICY
At NENY COSMETIC, we want you to shop with confidence. Because we sell beauty, cosmetic and personal care products, certain health, hygiene and safety conditions apply to returns.
This policy applies to orders placed through our online store. Nothing in this policy limits your mandatory consumer rights under the laws applicable to your purchase.
14 Day Cancellation / Withdrawal Right
Customers in the United Kingdom and European Union generally have the right to cancel or withdraw from an eligible online purchase within 14 days of receiving the goods, without giving a reason.
Where an order contains multiple items delivered separately, the 14 day period generally begins when the last item from that order is received.
After notifying us that you wish to cancel or withdraw, eligible goods must generally be returned within a further 14 days.
To exercise your cancellation or withdrawal right, use the return or cancellation function available through your NENY COSMETIC customer account, where available, or contact us at info@nenycosmetic.com
Please include your name and order number.
Beauty, Cosmetic & Hygiene Products
Due to health and hygiene considerations, certain sealed beauty, cosmetic and personal care products cannot be returned once their protective seal or hygiene seal has been broken or removed where the product is no longer suitable for return for health protection or hygiene reasons.
This may apply to certain products intended for direct contact with the lips, eyes, skin or other hygiene sensitive areas.
Please do not open or break the hygiene seal of a product if you are considering returning it.
This restriction does not affect your statutory rights where a product is faulty, damaged, incorrect or otherwise does not conform to the contract.
Condition of Returned Products
Eligible products should be returned with their original packaging, accessories and any applicable seals intact.
Customers may inspect products only to the extent reasonably necessary to establish their nature and characteristics. Where permitted by applicable law, we may make an appropriate deduction if unnecessary handling has reduced the value of returned goods.
Damaged, Faulty or Incorrect Products
Please inspect your order when it arrives.
If you receive an item that is damaged, defective, incorrect or otherwise does not conform to your order, contact us at info@nenycosmetic.com
as soon as reasonably possible.
Please provide your order number and, where appropriate, photographs showing the issue so that we can investigate and resolve it.
Your statutory consumer rights relating to faulty or nonconforming goods are not affected by this policy.
Return Shipping
For an eligible change of mind return under the cancellation or withdrawal right, the customer is responsible for the direct cost of returning the goods unless NENY COSMETIC agrees otherwise or applicable law requires us to bear the cost.
If goods are faulty, damaged, incorrect or otherwise nonconforming, return costs will be handled in accordance with the consumer rights applicable to your purchase.
Please contact us before returning goods. We will provide the appropriate return instructions and return address.
3 Stonecutters Way, Great Yarmouth, NR30 1HF, United Kingdom
We recommend retaining proof of postage and using an appropriate tracked service.
Cancellations Before Dispatch
Where available, customers may request cancellation of an order before it has been fulfilled or dispatched.
If an order has already been fulfilled or dispatched, it may no longer be possible to stop the shipment. This does not remove any applicable statutory cancellation or withdrawal rights after delivery.
Refunds
Once an eligible return has been received and, where appropriate, inspected, we will process the refund in accordance with applicable consumer law.
Refunds will normally be made to the original payment method unless otherwise agreed or permitted by law.
For eligible statutory cancellations or withdrawals, the refund will include the applicable standard outbound delivery charge where required by law. Additional delivery costs resulting from choosing a more expensive delivery method than our standard delivery option are not refundable where the law permits.
We may withhold reimbursement until we have received the returned goods or, where permitted, until you provide evidence that they have been sent back.
Your bank or payment provider may require additional processing time after NENY COSMETIC issues the refund.
Exchanges
If you would like to exchange an eligible unopened product, please contact us. Exchanges are subject to availability and do not replace or restrict your statutory consumer rights.
Contact Us
For returns, cancellations, refunds or questions about this policy:
NENY COSMETIC
Email: info@nenycosmetic.com
Return address:
3 Stonecutters Way, Great Yarmouth, NR30 1HF, United Kingdom
This policy is intended to operate alongside the mandatory consumer protections applicable to customers in the countries to which NENY COSMETIC sells