Delivery, Returns & Refunds

Delivery

Delivery to both mainland UK* and international orders will be charged at the Royal Mail rates. If you are outside of mainland UK* please do not place an order on the site but contact us by e-mail or telephone and we will quote your carriage as it will be dependent on where you are and the weight of your goods.

(*Mainland UK does NOT include Channel Islands, Alderney and Herm. Parcelforce Worldwide Services are available to these locations.)

Nugel Ltd will try to dispatch your order within 2/3 working  days. Occasionally reasons beyond our control result in delays especially during peak season and therefore you should allow up to 5 days for your goods to arrive, just in case. You will be notified as to when your goods are due for dispatch. If after 30 days we have still been unable to dispatch your order we will contact you to request confirmation of the order. NuGel  Ltd shall not be liable for any loss or damage due to delays or failure to ship resulting from any cause beyond its reasonable control, such as but not limited to securing necessary export licences, compliance with laws or regulations, acts of God, acts or omissions of the purchaser, acts of civil or military authority, judicial action, defaults of sub-contractors or suppliers, labour disputes, delays in transportation, embargoes, or wars.

Deliveries are made by courier or with certain products within the UK by First Class PostRoyal Mail or one of their group companies.. Deliveries are usually made on Mondays to Fridays before 5.00pm.subject to Royal Mail’s term and conditions that can be viewed by visiting their web site. Please make sure that the address you provide is accurate and includes postcode and recipient's telephone number where possible to hasten a speedy and accurate delivery: NuGel Ltd cannot accept responsibility for late or non-delivery if the address and telephone details are insufficient or incorrect. Where incorrect or incomplete delivery information is supplied and goods are returned to us we reserve the right to charge a courier return fee. Please ensure that someone will be at the delivery address on the expected delivery date as all parcels must be signed for. In the event of no one being available to sign, the courier will attempt delivery the next working day. The purchaser may incur a redelivery charge to deliver the goods thereafter. Proof of Delivery of one or more product(s) shall be good evidence of delivery of the specific product(s) requested by the customer and no question shall be raised as to delivery of individual items therein.

Shortfalls, damaged goods, non-delivery

Any shortfalls must be reported to NuGel Ltd Ltd by e-mail or telephone within three days of receipt. If your goods delivered are obviously damaged, please do not sign for them and they will be returned to us. Please then contact us straight away so we are able to send replacement goods. Claims for non-delivery must be made within 28 days of dispatch of goods.

REMEMBER IF YOU SIGN FOR GOODS YOU ARE ACCEPTING THEM IN GOOD CONDITION.

Returns & Refunds

You have a right to return goods within 7 days if you change your mind. Please note that goods can only be returned if they have not been used and you are able to repack the item into it's original packaging. The costs of returning the goods will be yours. You will receive a refund within 30 days of cancellation. It is your responsibility to take care of any goods before returning them and any packaging must be returned in a condition where they can be resold. We will not however accept cancellation or return of goods made to a customer's personal specifications - these are detailed on our product list as 'built to order'. Before you return goods you must first contact us for a returns consent number: we will not accept liability unless this procedure has been followed. If goods are defective, damaged or not as specified on your order, postage costs will be refunded. In the event that we ask you to accept substitute goods for those ordered but found to be unavailable and you then choose to return those goods your postage costs will be refunded. In all other cases you are responsible for the cost of returning goods. For your security you should use Recorded Delivery. It is your responsibility to ensure goods are adequately packed. You should enclose a covering letter with the goods detailing your full name and address, returns consent number, reason for return and indication of whether you require an exchange or refund.

If you cancel your order but fail to return the goods we reserve the right to recover goods sent and deduct the cost of this from any refund.
Warranty on all goods covers manufacturing defects only.