COOLING OFF PERIOD / RIGHT TO RETURN

As a consumer, you have consumer returns rights under the Consumer Contracts Regulations which gives you a statutory right to cancel your order within 14 days from delivery of the Product(s).

1. You may cancel the order and return your products for any reason within 14 days from the day you receive the Product(s).

2. If you wish to exercise your right to cancel under this Clause 11, you must inform Us of your decision within the cooling-off period. Cancellation by email or by post is effective from the date on which you send Us your message. If you would prefer to contact Us directly to cancel, please email: customer-service@nixs.co.uk. In each case, providing Us with your name, membership number, address, email address, telephone number, and Order Number.
3. It is your responsibility to take reasonable care of the Product(s). The Product(s) must be returned the condition they were dispatched. Packaging must be intact and the seal must not be broken. If you meet these conditions, you will receive a full refund of the price paid for the Products in accordance with our Returns Policy.
4. To cancel the order, you may contact us via our website or by email to customer-service@nixs.co.uk.
5. We will respond to your email as soon as possible and not more than 2 working days. You will then be informed of details of how to return or arrange collection of the Product(s). Please note, collection will only be available from the original delivery address and returns will only be free of charge when sent from the United Kingdom. You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
6. If your product is defective, please see the Returns Policy section below.

RETURNS POLICY

1. If you wish to return a Product to us you may contact us via our website or by email to customer-service@nixs.co.uk. We will contact you to give you details of how to return or arrange collection of the Product(s). Please note, collection will only be available from the original delivery address and returns will only be free of charge when sent from the United Kingdom.

2. If you are returning a Product to us:
   1. because you have cancelled the order within the 14-day period (see above), the Product(s) must be returned in the condition they were dispatched. Packaging must be intact and the seal must not be broken.

      If you meet these conditions, you will receive a full refund of the price paid. Once you contact us, we will reply giving details of next steps. Once we receive the Product we will process the refund due to you as soon as possible and, in any case, within 14 days of the day you gave us notice to cancel . Where you are entitled to a refund, we will refund the price of the Product in full. We will keep you fully informed of progress.

   2. for any other reason (for instance, because you have notified us in accordance with the terms below that you do not agree to a change in these terms and conditions or in any of our policies, or because you consider that the Product is defective), we will examine the returned Product and will notify you of your refund via e-mail within 5 working days of when we receive the Product from you. We will usually process the refund due to you as soon as possible and, in any case, within 14 days of the day we confirmed to you via e-mail that you were entitled to a refund.
3. Subject to the terms below, if you believe that a Product you have ordered from us is defective, you should contact us via our website or by email to customer-service@nixs.co.uk, quoting your membership number and order number, and giving details of the issue with the Product. We will contact you within 2 working days of receipt of your complaint to advise you of the appropriate steps to take.

   If you notify us within 30 days of delivery or collection of the Product that the product is defective, you will have the option to select a repair, an exchange, or a refund. If a fault is found after 30 days from delivery or collection of the Product, you should contact the manufacturer.

4. You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation and return the Products to us, we may have a right of action against you for compensation. When returning a Product to us we recommend you obtain a proof of posting. In all cases, we reserve the right to inspect the Product and verify the fault.

   For an exchange or refund, the Product must be in otherwise 'as new' condition and if possible, with the original packaging. We reserve the right to refuse a refund or exchange if the Product returned is deemed to have been damaged.

5. We will usually make any refunds using the same method originally used by you to pay for your purchase.
6. We do not cover faults caused by misuse, neglect, physical damage, tampering or incorrect adjustment or normal wear and tear. Products sold on our website are intended for domestic use only and are not for commercial use or resale. Please do not remove the serial number.
7. This Returns Policy does not affect your statutory rights.

Complaints and Feedback

We always welcome feedback from Our customers and, whilst We always use all reasonable endeavours to ensure that your experience as a customer of Ours is a positive one, We nevertheless want to hear from you if you have any cause for complaint.

All complaints are handled in accordance with Our complaints handling policy and procedure.

If you wish to complain about any aspect of your dealings with Us, please contact Us In writing, by email, addressed to customer-services@nixs.co.uk