🔄 Returns, Refunds & Exchanges Policy
Naamaste London Appliances
Last Updated: June 2025
⚠️ Important Notice
Nothing in this Returns and Refunds Policy affects your statutory legal rights.
You are protected under the Consumer Rights Act 2015 and related UK consumer laws for faulty, misdescribed, or not-as-described goods.
🟦 1. Our 30-Day Return Promise
At Naamaste London Appliances, we want you to be completely satisfied with your purchase.
You may return items within 30 days of delivery for a refund or exchange, provided they meet the following conditions:
✔ Eligibility Requirements
- Item is unused and in original condition
- Original packaging is included
- All accessories, manuals, and parts are included
- Proof of purchase is provided
📩 To start a return, email: support@naamastelondonappliances.com
🟨 2. Damaged, Faulty or Incorrect Items
Please inspect your order upon delivery.
If your item is:
- Damaged
- Faulty
- Incorrect
You must report it as soon as reasonably possible (ideally within 48 hours).
🔧 Within 30 Days (Faulty or Damaged Items)
| Outcome | Customer Cost |
|---|---|
| Refund | £0 |
| Replacement | £0 |
| Repair | £0 |
✔ We cover collection and redelivery costs where fault is confirmed.
📅 After 30 Days
After 30 days, items are usually covered under the manufacturer’s warranty.
We will:
- Assist you in contacting the manufacturer
- Provide support guidance where needed
📦 Delivery Damage
If your item arrives damaged:
- Note it on delivery paperwork
- Take photos before opening
- Report within 48 hours
Failure to report promptly may affect your claim.
🟧 3. Cooling-Off Period (UK Law)
Under the Consumer Contracts Regulations, you have a 14-day cooling-off period from the day after delivery.
You may cancel for any reason.
📊 Return Charges Overview
| Situation | Standard Items | Large / XL Items |
|---|---|---|
| Return within 14 days (unused, boxed) | £100 collection fee | £175 collection fee |
| Return within 14 days (unboxed, unused) | £100 + deduction | £175 + deduction |
| Return 15–30 days (unused) | £100 collection fee | £175 collection fee |
| Used / installed (no fault) | Not eligible | Not eligible |
📦 Customer Return Option
- Small items may be returned via DPD (customer arranged)
- We recommend DPD for safety and tracking
- If we arrange collection: £35–£100 fee depending on item size
🟥 4. Order Cancellation Policy
You may cancel anytime before dispatch.
However:
| Situation | Charge |
|---|---|
| Cancel before dispatch | £0 |
| Late cancellation (after 4pm before delivery day) | £30 per item |
| Failed delivery due to access / no one home | £30–£75 |
📊 5. Service Charge Summary (When Customer Is at Fault)
| Charge Type | Standard | Large Items |
|---|---|---|
| Failed delivery reattempt | £30 | £75 |
| Collection for unwanted item | £100 | £175 |
| Exchange collection | £50 | £75 |
| Installation failure call-out | 100% charge | 100% charge |
✔ No charges apply for faulty or incorrect items.
🔁 6. Exchanges
We offer exchanges for eligible items.
| Exchange Type | Standard | Large |
|---|---|---|
| Within 14 days (unused) | £50 fee | £75 fee |
| Faulty within 30 days | Free | Free |
📌 Fastest option: return item + place new order.
💰 7. Refunds Policy
Once your return is received and inspected:
- Approval time: 2–5 working days
- Refund processed within: 10 business days
Bank processing times may vary.
⚠️ Refund Deductions
We may deduct up to 50% of refund value if:
- Item is damaged (not due to fault)
- Parts are missing
- Packaging is not returned
- Item is not in resalable condition
🚫 8. Non-Returnable Items
The following cannot be returned:
- Perishable goods
- Custom or special orders
- Personal hygiene products
- Hazardous materials
- Gift cards
- Clearance / final sale items
- Digital downloads
🇪🇺 9. EU Customers
Customers in the European Union have a 14-day cancellation right, under EU consumer laws.
Conditions:
- Item must be unused
- Original packaging required
- Proof of purchase required
🛡️ 10. Customer Duty of Care
Customers are responsible for:
- Taking reasonable care of items
- Keeping original packaging for 30 days
- Avoiding damage or misuse
We may reduce refunds if items are returned in unsellable condition.
📦 11. How to Start a Return
To begin a return:
📩 Email: support@naamastelondonappliances.com
Include:
- Order number
- Item details
- Reason for return
📍 Return Address (Only after approval)
Naamaste London Appliances Returns
Vintage House
36–37 Albert Embankment
London SE1 7TL
United Kingdom
📞 Contact Us
| Contact | Details |
|---|---|
| Company | Naamaste London Appliances |
| support@naamastelondon.com | |
| Phone | 020 7870 3456 |
| Hours | Mon–Fri 9am–6pm, Sat 10am–2pm |
💙 Our Fair Returns Commitment
We aim to balance fairness, flexibility, and legal compliance.
We always:
- Respect your consumer rights
- Resolve issues quickly
- Support faulty product claims fairly
- Provide transparent service charges
✔ This policy does not affect your statutory rights under UK law.
