Refund and Returns Policy

Last Updated: 16 May 2024

At Nomshah Store, we want you to be satisfied with your purchases. This policy outlines the general guidelines for refunds and returns on our marketplace. As Nomshah is a marketplace platform where independent Sellers list their products, individual Sellers may have their own specific return and refund policies. We encourage you to review the Seller's policy, typically found on their product or store page, before making a purchase. However, all Sellers are expected to comply with UK consumer law and the minimum standards set out in this policy.

1. General Returns Period

Many Sellers on Nomshah offer a 30-day return window from the date of your purchase for items that are unused, in their original condition, and with all tags attached. However, your statutory rights regarding faulty or misdescribed goods may extend beyond this period.

For "change of mind" returns for items purchased online, UK consumers generally have a 14-day "cooling-off" period from the day they receive their goods to notify the Seller they wish to return the item for a full refund. The item then usually needs to be returned within 14 days of this notification.

2. Reasons for Return & Refund

2.1. Damaged, Faulty, or Misdescribed Items

If an item you receive is damaged, faulty, or not as described by the Seller, you are entitled to a refund, repair, or replacement under UK consumer law (Consumer Rights Act 2015).

• You have a 30-day right to reject goods that are of unsatisfactory quality, unfit for purpose, or not as described, for a full refund.
• After 30 days, you may still be entitled to a repair, replacement, or partial refund.

To process a refund for damaged or faulty items, Sellers will typically require proof. Please be prepared to provide clear photographs or a short video clearly showing the damage or fault. This evidence should be sent directly to the Seller as per their instructions, or if escalating a dispute, to refund@nomshah.com when requested by Nomshah Customer Support.

2.2. Change of Mind

If you change your mind about a purchase, you generally have 14 days from receiving your order to inform the Seller. You will then typically have another 14 days to return the goods.

• Items must be returned in their original, unused condition, with all tags and packaging intact.
• You may be responsible for the cost of return postage for change-of-mind returns, unless the Seller's policy states otherwise.
• Certain items may be exempt from change-of-mind returns (see Section 4).

3. How to Initiate a Return or Refund

1. Contact the Seller Directly: The first step is always to contact the Seller from whom you purchased the item. You can usually do this through your order history on the Nomshah platform. Explain the issue and what resolution you are seeking.
2. Provide Necessary Information: Include your order number, the item(s) you wish to return, the reason for the return, and any supporting evidence (e.g., photos/videos for damaged items).
3. Follow Seller's Instructions: The Seller will provide instructions on how and where to return the item.
4. Dispute Resolution: If you are unable to resolve the issue directly with the Seller, please contact Nomshah Customer Support at customersupport@nomshah.com for assistance. We may request evidence of the issue, which you might be asked to send to refund@nomshah.com.

4. Items That May Not Be Eligible for Return (or subject to specific conditions)

Unless faulty or misdescribed, the following types of items may not be eligible for return, particularly for change-of-mind reasons (please check the individual Seller's policy):

• Personalised or custom-made items.
• Perishable goods.
• Items sealed for health protection or hygiene purposes (e.g., swimwear, underwear, earrings) if the seal has been broken after delivery.
• Items that have been used, worn, washed, or damaged by the Buyer.

This does not affect your statutory rights if the goods are faulty.

5. Processing Refunds

Once your return is received and inspected by the Seller (or a resolution is agreed upon), and if your refund is approved, it will be processed. A credit will automatically be applied to your original method of payment within a certain number of business days, depending on your card issuer's or payment provider's policies.

6. Late or Missing Refunds

If you haven’t received an expected refund:

• First, check your bank account again.
• Then contact your credit card company or payment provider; it may take some time before your refund is officially posted.
• Next, contact your bank. There is often some processing time before a refund is posted.
• If you’ve done all of this and you still have not received your refund, please contact the Seller. If the issue persists, contact Nomshah Customer Support at customersupport@nomshah.com.

7. Sale Items

Items purchased on sale are subject to the same refund rights as full-priced items if they are faulty, not as described, or not fit for purpose. For change-of-mind returns on sale items, please check the individual Seller's specific policy, though your statutory rights regarding the 14-day cooling-off period will still apply unless the item falls under an exemption (see Section 4).

8. Unreasonable Disputes

While we strive for fair resolutions, Nomshah supports Sellers in declining refunds in situations where the claim is unreasonable or does not align with this policy or UK consumer law. This may include (but is not limited to):

• Claims of non-delivery when tracking information confirms delivery to the address provided by the Buyer.
• Damage caused by the Buyer after receipt.
• Returns requested outside the agreed or statutory timeframes without a valid reason (e.g., for a fault).
• Buyer ordering the wrong item/size and wishing to return it outside the change-of-mind period or contrary to the Seller's stated policy for such returns (statutory rights still apply if the item is faulty or misdescribed).
• Minor variations in colour or appearance that do not constitute misdescription (e.g., due to screen settings).

A simple dislike of an item, if the item is as described and not faulty, is typically covered by the "change of mind" provisions (Section 2.2) and subject to those conditions.

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