Returns and Refund Policy
Last Updated: June 2026
We Want You to Love Every Purchase
At SHOPNIX, we stand behind every product we sell. If something is not right with your order, we will make it right. Our returns and refund process is designed to be simple, fair, and hassle-free because we believe that a great shopping experience does not end at checkout. It continues all the way through to you being completely satisfied with what you receive.
Please read this policy in full so you understand your rights and our process. If you have any questions at any point, our customer support team is here to help.
The Short Version
You can return most items within 30 days of delivery. If your item is faulty, damaged, or not as described, we will cover all return costs and sort it out quickly. If you simply changed your mind, return the item unused and in its original condition and we will refund you. Easy.
1. Your Statutory Rights
As a consumer shopping online in the United Kingdom, you are protected by strong legal rights that we fully honour and support.
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your item, for any reason whatsoever, without needing to provide an explanation. This is your automatic legal right and we will never attempt to deny it.
Under the Consumer Rights Act 2015, all products we sell must be of satisfactory quality, fit for purpose, and as described. If a product fails to meet any of these standards, you have the right to a repair, replacement, or refund depending on the circumstances and the timeframe involved.
These statutory rights are in addition to, and are not limited by, the voluntary returns policy we offer above and beyond them.
2. Our 30-Day Returns Window
We offer a generous 30-day returns window from the date you receive your order. This applies to the vast majority of products we sell and gives you more than double the statutory 14-day minimum, because we want you to have adequate time to properly assess your purchase.
To be eligible for a return within our 30-day window, the following conditions apply depending on the reason for your return.
3. Return Reasons and What They Mean for You
The Item is Faulty or Stops Working
If your item arrives faulty or develops a fault through normal use within 30 days of delivery, you are entitled to your choice of a full refund, a like-for-like replacement, or a repair. We will cover all return postage costs. You do not need to prove the item was faulty at the time of purchase during this initial 30-day period.
If a fault develops between 30 days and six months of purchase, we will offer a repair or replacement in the first instance. If we cannot repair or replace the item, or if the repair or replacement is unsuccessful, we will issue a full refund. In this period, we may ask for a brief description of the fault to help us process your claim.
If a fault develops after six months, you may still have rights under the Consumer Rights Act 2015. Please contact us to discuss your situation and we will review it on a case-by-case basis. We will always aim to be fair and reasonable.
We do not charge any restocking fees or handling fees on faulty returns. Ever.
The Item Arrived Damaged
If your item arrives visibly damaged, please do not discard the packaging. Take clear photographs of both the packaging and the damaged item as soon as you notice the damage and contact us at info@shopnix.co.uk within 48 hours of delivery. We will arrange a collection or return label at no cost to you and either send you a replacement or issue a full refund, whichever you prefer.
Where possible, if the damage is visible at the point of delivery, please note it with the courier before signing for the parcel.
The Item is Not as Described
If the item you received does not match the product listing in terms of description, specification, size, colour, compatibility, or any other material characteristic, this is classed as an item not as described. Please contact us immediately with details and, where helpful, photographs. We will arrange a free return and issue a full refund or send you the correct item, at your preference.
We take listing accuracy very seriously. If you identify a discrepancy between a listing and the product received, please let us know as this also helps us improve our listings for other customers.
You Received the Wrong Item
If we sent you the wrong product entirely, we sincerely apologise. Please contact us and we will arrange a free return collection and send the correct item via priority dispatch, or issue a full refund if you would prefer. We will cover all costs associated with the error.
You Changed Your Mind
We understand that sometimes a purchase just does not work out. If you decide you no longer want an item, you can return it to us within 30 days of delivery provided the item is unused, in its original condition, and returned in its original packaging where possible.
For change of mind returns, return postage costs are your responsibility. We recommend using a tracked postal service as we cannot be held responsible for items lost in transit on their way back to us.
Once we receive and inspect the returned item, we will issue a refund to your original payment method. If the item shows signs of use beyond what was necessary to inspect it, we reserve the right to apply a reasonable reduction to the refund amount to reflect any diminishment in value.
Please note that for change of mind returns, we refund the cost of the item itself. Original delivery charges are non-refundable for change of mind returns unless the item is also being returned under your statutory 14-day cancellation right, in which case standard outbound delivery charges are also refunded.
The Item Has Not Arrived
If your tracking information shows your parcel as delivered but you have not received it, or if your order is significantly overdue with no tracking update, please contact us and we will investigate immediately. We will liaise with the carrier on your behalf and work to resolve the situation as quickly as possible.
We may ask you to complete a brief declaration of non-receipt to assist us in raising a formal claim with the carrier. Once our investigation is complete, we will either arrange a replacement dispatch or issue a full refund depending on the outcome and your preference.
4. Items That Cannot Be Returned
While we aim to accept returns on as wide a range of products as possible, certain items are excluded from our returns policy for hygiene, safety, or legal reasons. These include:
Items that have been used and cannot be resold for hygiene reasons, where the product was sealed at the time of sale and the seal has been broken. Items that have been deliberately damaged or misused by the buyer. Perishable goods or items with a limited shelf life. Personalised, custom-made, or bespoke items created specifically to your requirements. Hazardous materials or items that cannot be returned by post for legal or safety reasons. Any item where the exclusion from returns is clearly stated at the point of sale in the product listing.
Please note that these exclusions do not affect your statutory rights. If an excluded item is faulty, not as described, or damaged on arrival, your statutory rights still apply and we will always honour them.
5. How to Start a Return
Starting a return with us is straightforward. Please follow the steps below.
Contact us first by emailing info@shopnix.co.uk or calling us on +44 7488308396. Please include your order number, the name of the item you are returning, and the reason for the return. You do not need to send anything back before hearing from us.
We will respond within two business days with instructions. Depending on the reason for your return, we will either provide you with a prepaid return label, arrange a courier collection from your address, or ask you to return the item using your preferred postal method if return costs are your responsibility.
Pack the item securely. We recommend using the original packaging where possible. Please include a note inside the parcel with your name, order number, and reason for return so we can process it quickly when it arrives.
Send the item back to us using the instructions provided. If we have given you a prepaid label, simply attach it and drop it at your nearest post office or carrier drop-off point. Keep your proof of postage until your refund or replacement has been confirmed.
Once we receive and inspect the item, we will process your refund or dispatch your replacement promptly. You will receive a confirmation by email.
6. Refund Timescales
We aim to process all refunds as quickly as possible once a returned item has been received and inspected. Our target processing time is within three business days of receiving your return.
Once we have processed your refund, the time it takes to appear in your account will depend on your payment method and bank or payment provider. As a general guide, refunds to debit and credit cards typically appear within three to five business days. Refunds via PayPal are usually faster and may appear within 24 to 48 hours of processing.
If you have not received your refund within ten business days of us confirming it has been processed, please contact your bank or payment provider first, as there may be a processing delay on their end. If the issue persists, please contact us and we will investigate.
We will always refund to the original payment method used at the time of purchase. We are unable to redirect refunds to a different card, account, or payment method.
7. Replacements and Exchanges
If you would prefer a replacement rather than a refund, simply let us know when you contact us to initiate your return. Where the same item is in stock, we will dispatch a replacement as soon as we have received and inspected your return, or sooner if we are satisfied with the details of your claim.
If the exact item is out of stock, we will let you know and offer you the option of waiting for a restock, choosing an alternative product of equivalent value, or receiving a full refund.
We do not charge additional delivery fees on replacement items sent as a result of a fault, damage, or error on our part.
8. Returning Marketplace Purchases
If you purchased from us through a third-party marketplace such as eBay or Amazon, you may have the option to initiate a return through that platform’s own returns system, in addition to contacting us directly. Both routes are valid and we will cooperate fully with any platform-managed return process.
Please be aware that marketplace platforms have their own buyer protection programmes and return policies. Where a platform’s policy is more generous than ours, the platform policy will apply. Where our policy is more generous, we will always honour it.
If you are unsure which route to take, feel free to contact us directly first and we will guide you through the process.
9. Return Postage and Costs Summary
To make things clear at a glance, here is a simple summary of who covers return postage costs depending on the situation.
For faulty items, we cover all return postage costs. For items damaged in transit, we cover all return postage costs. For items not as described, we cover all return postage costs. For wrong items sent, we cover all return postage costs. For change of mind returns within 30 days, the customer is responsible for return postage costs. For statutory cancellation within 14 days, we refund the standard outbound delivery charge but return postage is the customer’s responsibility unless the item is also faulty.
We always recommend using a tracked and insured service when returning items at your own cost. We cannot accept liability for items lost or damaged in return transit where the return was arranged by the customer.
10. Damaged or Lost Returns
If a return parcel is lost or damaged in transit on its way back to us, our ability to process a refund or replacement may be affected. This is why we strongly recommend using a tracked service and retaining your proof of postage when returning items at your own cost.
If we provide you with a prepaid return label and your parcel is lost or damaged in transit, this is our responsibility and we will resolve your case regardless of the transit outcome.
11. Fraud Prevention
We take fraudulent return claims very seriously. Attempting to return an item that was not purchased from us, submitting false damage claims, returning an item in a different condition than described, or any other form of returns fraud may result in your return being declined, your account being restricted or reported to the relevant authorities, and recovery of any fraudulently obtained refunds being pursued.
We carry out reasonable checks on all returns to protect the integrity of our service and to keep costs fair for all genuine customers.
12. Our Promise to You
We know that trust is built over time, one order at a time. We do not hide behind complicated policies or make it difficult for genuine customers to get a fair resolution. If something goes wrong, we want to fix it quickly, fairly, and without unnecessary back and forth.
If at any point you feel that we have not handled your return or refund fairly, please escalate your concern to us directly at info@shopnix.co.uk and we will review your case with fresh eyes. We are committed to getting it right.
13. Contact Us
For all returns, refund requests, or questions about this policy, please get in touch with us using the details below. We aim to respond to all enquiries within two business days.
SHOPNIX GROUP LTD 22 Green Lane Oldham Lancashire United Kingdom OL8 3AY
Email: info@shopnix.co.uk Phone: +44 7488308396
