Refund policy
Last Updated: 2 October 2026
At Nosterna, we want you to shop with confidence. This Return & Refund Policy explains your rights and our procedures for cancellations, returns, damaged or faulty products, and refunds.
1. 14-Day Right to Cancel
If you are a UK consumer purchasing online, you generally have the right to cancel an eligible purchase within 14 days after receiving your goods, without giving a reason, subject to certain legal exceptions.
After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.
To request a cancellation or return, contact us at:
Email: contact@nosterna.co
Please include your:
- Full name
- Order number
- Email address used to place the order
- Product you wish to return
We will provide you with the appropriate return instructions.
2. Return Conditions
For change-of-mind returns, products should be returned in a condition consistent with reasonable inspection.
You may inspect the product as you reasonably would in a physical shop. However, you may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the product.
Where reasonably possible, please return the item with its:
- Original packaging
- Accessories
- Manuals or instructions
- Parts and components supplied with the product
These conditions do not affect your statutory rights regarding faulty, damaged, or misdescribed goods.
3. Pet Products & Hygiene
Because Nosterna sells pet products, certain products may have specific hygiene considerations.
Where permitted by UK law, the change-of-mind cancellation right may not apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons once they have been unsealed.
We will only apply this exception where legally applicable.
This does not affect your statutory rights if a product is faulty, damaged, incorrect, or not as described.
4. How to Start a Return
Before returning a product, contact us at:
Please provide your order details and the reason for contacting us.
Our customer support team will provide the appropriate return instructions and return destination.
Do not send returns directly to our registered office at 20 Wenlock Road unless our customer support team specifically confirms that it is the correct return address.
5. Return Shipping Costs
Change-of-Mind Returns
For eligible change-of-mind returns, the customer may be responsible for the direct cost of returning the product where permitted by applicable law and where this has been properly disclosed.
Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged, incorrect, or not as described, please contact us.
Where we are responsible for the issue, we will provide an appropriate solution and cover reasonable return costs where required by applicable law.
6. Damaged, Defective or Incorrect Items
Please inspect your order after delivery.
If you receive an item that is:
- Damaged
- Defective
- Incorrect
- Missing components
- Materially different from its description
please contact contact@nosterna.co as soon as reasonably possible.
To help us investigate, we may ask you to provide:
- Your order number
- A description of the issue
- Photographs of the product
- Photographs of the packaging
- Photographs of the shipping label
We will review the issue and provide an appropriate remedy in accordance with applicable UK consumer law.
7. Faulty Products
Your legal rights regarding faulty products are separate from your change-of-mind cancellation rights.
Under applicable UK consumer law, products supplied to consumers must meet applicable requirements, including being of satisfactory quality, fit for purpose where relevant, and as described.
Depending on the circumstances, you may be entitled to remedies such as a refund, repair, replacement, or price reduction.
Nothing in this policy excludes or limits statutory consumer rights that cannot legally be excluded.
8. Refunds
Once we receive your returned product, we will inspect or otherwise process it as appropriate.
Where a refund is due, it will generally be issued to the original payment method used for the purchase unless otherwise agreed or required by law.
For eligible cancellations, we may withhold reimbursement until we have received the goods back or you provide evidence that you have returned them, where permitted by law.
Where applicable, refunds will be issued within the timeframes required under UK consumer law.
After a refund has been issued, your bank or payment provider may require additional processing time before the funds appear in your account.
9. Original Delivery Charges
Where you validly cancel an entire eligible order under your statutory cancellation rights, we will refund the applicable standard delivery charge as required by law.
If you selected a delivery method that was more expensive than our least expensive standard delivery option, we are generally not required to refund the additional cost of the upgraded delivery service.
10. Non-Returnable Products
Certain products may be excluded from change-of-mind cancellation rights where permitted by applicable UK law, including certain:
- Personalised or custom-made products
- Products made to your specifications
- Perishable products
- Sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed
- Other goods specifically exempted under applicable law
These exceptions do not remove your rights where a product is faulty, damaged, incorrect, or not as described.
11. Exchanges
If you would like a different size, colour, variant, or product, please contact us at contact@nosterna.co.
Where a direct exchange is unavailable, you may need to return the eligible original product and place a new order.
12. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
Email: contact@nosterna.co
We will make reasonable efforts to process your cancellation before dispatch.
If your order has already been dispatched, your applicable statutory cancellation and return rights remain unaffected.
13. Refund Method
Approved refunds will generally be returned to the original payment method used when placing the order.
For security reasons, we do not normally issue refunds to an unrelated card, bank account, or alternative payment method.
14. Contact Us
For cancellations, returns, refunds, or questions regarding this policy, please contact:
Nosterna
Company Number: 16751893
Registered Office:
20 Wenlock Road
London, N1 7GU
United Kingdom
Email: contact@nosterna.co
Phone: +44 7897 011674
Website: Nosterna