Last updated: 5 August 2026
This policy explains returns and refunds for goods supplied by Nanostore Ltd. It does not limit rights that cannot lawfully be excluded.
1. Consumer change-of-mind cancellation
If you are a consumer who ordered online, you normally have 14 days after receiving the goods to tell us clearly that you wish to cancel. You then have a further 14 days to send the goods back. Email sales@nanostoreltd.com with your name, order number, the items, and a clear cancellation statement. You may use those words instead of a form.
Handle goods only as you reasonably would in a shop. We may reduce the refund to reflect loss of value caused by handling beyond what was necessary to establish the nature, characteristics, and functioning of the goods.
2. Exceptions
Change-of-mind cancellation may not apply to goods made to your specification or clearly personalised; goods liable to deteriorate rapidly; or sealed goods unsuitable for return for health, hygiene, contamination-control, or safety reasons once unsealed. This does not remove rights where goods are faulty, damaged, or not as described.
3. Faulty, damaged, or misdescribed goods
Goods must be of satisfactory quality, fit for any purpose made known to us that we accept, and match their description. Consumers may have a short-term right to reject faulty goods within 30 days and further rights to repair, replacement, price reduction, or refund under the Consumer Rights Act 2015. Tell us as soon as possible and provide the order number and reasonable evidence. Rights for business customers may instead follow the accepted quotation and applicable sale-of-goods law.
4. Starting a return
- Email sales@nanostoreltd.com before sending anything.
- Include the order number, item, quantity, reason, and photographs where there is damage, defect, shortage, or an incorrect item.
- Wait for return authorisation and the correct return address. Do not send goods to the registered office unless we instruct you to do so.
- Pack goods safely and follow any dangerous-goods, contamination, or carrier instructions we provide.
5. Return costs
For a valid consumer change-of-mind return, you normally pay the direct return cost unless we agreed otherwise. If goods are faulty, damaged before delivery, or incorrect, we pay reasonable return costs or provide an appropriate collection method. Special transport rules may apply to dangerous or regulated goods.
6. Refund timing and amount
For a valid consumer cancellation, we refund the product price and the standard outbound delivery charge. Because Nanostore uses a single standard £15 charge, that standard amount is included where the law requires it. We may withhold the refund until we receive the goods or you provide evidence of return. The refund is made within 14 days after that point, using the original payment method unless agreed otherwise.
Extra costs for a delivery method more expensive than our standard service, import duties paid to third parties, and avoidable loss caused by excessive handling are not refunded unless law requires otherwise. Partial-order cancellations receive the shipping refund required by the circumstances and applicable law.
7. Quote-only and custom orders
An accepted quotation may set product-specific inspection, tolerance, return, or cancellation terms. Custom manufacture already begun may be non-cancellable for change of mind, but remedies for goods that do not meet the agreed specification remain available.
8. Contact
Return and refund questions: sales@nanostoreltd.com. Registered contact address: 128 City Road, London EC1V 2NX, United Kingdom.