Returns Policy

We want you happy with your order. We also protect the community from receiving anything opened, used, swapped, or tampered with. So yes, we keep it friendly, but we keep it tight.

How to start a return

• Email us at info@sourcenest.co.uk with your order number and what you want to do

• If you are cancelling under the 14 day change of mind right, say that clearly

• We will send you return instructions and the return address

• Do not send anything back without contacting us first, because it can delay processing or cause misrouting

Your legal rights

Nothing in this policy takes away your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Where those laws give you stronger rights than this policy, the law wins.

14 day change of mind returns

If you are a consumer buying online, you can cancel most orders within 14 days from the day after delivery. To use that right: (1) tell us within 14 days that you want to cancel, and (2) send the item back within 14 days after you tell us.

Condition rules, what we accept and what we do not

For a change of mind return, the item must be in resale perfect condition.

We accept returns only where

• the item is unused, unworn, untested, and not switched on where relevant

• it is returned with all original packaging, inserts, tags, accessories, components, manuals, freebies, and bundle items

• any seals are intact, including shrink wrap, tamper seals, security seals, and cellophane where supplied

We do not accept returns where:

• the item has been opened, used, tested, sprayed, worn, washed, or tampered with

• cellophane or shrink wrap is cut, torn, lifted, punctured, removed, or looks rewrapped

• seals or hygiene protections are broken

• anything is missing from the box or bundle

• the item is returned in a condition that cannot be resold as new

If you handle an item more than is necessary to check it, the law allows us to reduce your refund to reflect any loss in value. For certain sealed items, you may also lose the right to cancel once unsealed for health protection or hygiene reasons.

Category rules, because we sell more than fragrance

Fragrance and other sealed boxed goods

• If the cellophane is damaged or the product has been sprayed or tested, it is not eligible for a change of mind return

• Boxes and presentation matter. If packaging is badly damaged or incomplete, we may refuse the return or apply a reduction for loss of value

Beauty, skincare, cosmetics, personal care and hygiene items

• If unsealed, opened, or used, we do not accept change of mind returns

• If supplied sealed and you break the seal, the right to cancel may be lost for hygiene reasons

Collectibles, toys, accessories and lifestyle items

• Eligible within 14 days if unused and complete

• If inner bags are opened, parts are missing, or items are swapped, the return will be refused or adjusted for loss of value

Clothing and wearable items

• Must be unworn and unwashed, with tags attached where supplied

• Any hygiene protections must be intact

• Any signs of wear, scent, marks, or washing means it is not eligible

Bundles, freebies, and missing items

If your order included freebies or bundle components, you must return everything that came with it. If anything is missing, we may refuse the return or deduct a reasonable amount that reflects the missing item and reduced resale value.

Inspection

All returns are checked on arrival. If we find evidence of opening, use, tampering, missing parts, or damage inconsistent with careful handling, we may refuse the return or apply a deduction in line with your legal obligations and the condition rules above.

Refunds

• Approved refunds go back to the original payment method

• For valid cancellations, we process refunds within 14 days of receiving the goods back, or within 14 days of receiving evidence you have sent them back, whichever is earlier

• If you chose an upgraded delivery option, we do not refund the upgrade element. We refund the standard delivery element where the law requires it

Return postage

• For change of mind returns, you pay return postage unless we agree otherwise in writing

• We strongly recommend tracked return shipping and keeping proof of posting

• For verified faults, damage in transit, or incorrect items, we will deal with return costs appropriately based on the circumstances and your statutory rights

Faulty, damaged, or incorrect items

If something arrives damaged, faulty, or not as described

• Contact us promptly with photos of the outer parcel, inner packaging, and the item

• Keep all packaging until we tell you what to do next

• Do not use the item, especially for sealed and hygiene sensitive products

We may ask for the item to be returned for inspection. If a fault or error is confirmed, we will provide the appropriate remedy in line with the Consumer Rights Act 2015.

Not received claims, delivery disputes, and what we need from you

We ship using tracked delivery. If your tracking shows an issue, tell us as soon as possible.

If tracking shows the parcel is not delivered

• We will open an investigation with the carrier

• If the parcel is confirmed lost in transit, we will resolve it, usually by replacement or refund, depending on stock and your preference

If tracking shows delivered but you have not received it:

• Contact us promptly so we can investigate while the carrier evidence is fresh

• We will ask you to complete and sign a non receipt declaration as part of the investigation

• This declaration is not a waiver of your legal rights. It is a formal statement to help us work with the carrier and prevent fraud

• We may also ask for supporting information such as delivery instructions you set, any building concierge details, CCTV availability at your address, or a crime reference number if theft is suspected

We will make a decision based on the carrier’s tracking data and delivery evidence, your declaration, and any supporting information. If the evidence indicates delivery to the correct address, we may decline a refund or replacement. If new evidence later emerges, we will review it.

Fraud prevention and scam attempts

We love the culture. We do not love fraud.

To protect genuine customers and keep prices fair, we use measures that may include

• tracked delivery and dispatch records

• packing checks and internal audit trails

• CCTV in our packing and dispatch areas

• investigations with carriers and payment providers

If we reasonably suspect a false claim, return fraud, chargeback abuse, or attempted scam

• we may refuse the claim or pause processing while we investigate

• we may share relevant information with carriers, payment providers, ecommerce platforms, and fraud prevention partners where lawful and proportionate

• we may report suspected criminal conduct to the police and cooperate with investigations

Any data sharing is handled in line with our Privacy Policy and applicable data protection law.

Contact

Source Nest Online Limited trading as Source Nest

Email: info@sourcenest.co.uk

Telephone: +44 7438 814289

Registered office: 85 Great Portland Street, First Floor, London, W1W 7LT

Company registration number: 16601924

VAT number: GB 509603495