Refund policy

Nutshell Vinyl is a trading name of Russ Avery Enterprises Ltd, registered in England and Wales under company number 12805949. Our registered office and business correspondence address is 167-169 Great Portland Street, 5th Floor, London, W1W 5PF.

We want you to be happy with your order. Nothing in this policy affects your statutory rights.

Cancelling a standard order

For standard, non-personalised products, you have the right to cancel your order within 14 days of receiving it, without giving a reason.

To cancel, please email hello@nutshellvinyl.com within the 14-day period, quoting your order number and clearly stating that you wish to cancel. You then have a further 14 days to return the item.

Please contact us before sending a return. We will promptly provide the appropriate return instructions and returns address. Contacting us first helps us identify and process your return; it does not restrict any cancellation or consumer rights you may have. Please do not send returns to our registered-office or virtual-office address unless we specifically instruct you to do so.

You are responsible for the direct cost of returning an item where you are cancelling because you have changed your mind, unless we agree otherwise. Please return items in a condition that allows us to inspect them. You may handle and try on an item only as you would in a shop. We may make a deduction from a refund if the item has been used, worn beyond this, damaged or handled more than necessary, causing a loss in value.

Once we receive the returned item, or suitable evidence that it has been sent back, we will issue your refund within 14 days using the original payment method. The refund will include the price paid for the item and the cost of our least expensive standard delivery option. If you chose a more expensive delivery method, we will refund only the cost of standard delivery.

Faulty, damaged or incorrect items

If an item is faulty, damaged, incorrectly printed, the wrong item or size, or not as described, please contact us as soon as possible at hello@nutshellvinyl.com with your order number, a description of the issue and clear photographs where possible.

We will assess the issue and provide an appropriate remedy in line with your statutory rights, which may include a replacement, repair or refund. For faulty, damaged or incorrectly supplied items, we will provide return instructions and cover reasonable return-postage costs where a return is required.

Exchanges

If you would like a different size please email hello@nutshellvinyl.com before returning anything. Exchanges are subject to product availability. Where an exchange is agreed for a non-faulty item, you may be responsible for return postage and any applicable cost of sending the replacement item.

An exchange does not replace your legal rights to cancel a standard online order or your rights relating to faulty, damaged or incorrectly supplied goods.

Personalised products

Items made to your specific requirements or clearly personalised may not qualify for the usual 14-day cancellation right. This does not affect your rights if an item is faulty, damaged, incorrect or not as described.

Contact

For all returns, refunds and exchanges, email: hello@nutshellvinyl.com.

REMINDER: Please do not send returns to our registered office or virtual-office address unless we have specifically instructed you to do so. To start a return, please email us at hello@nutshellvinyl.com, quoting your order number. We will promptly provide the appropriate return instructions and returns address. Contacting us first helps us identify your order and process your return correctly; it does not affect your statutory cancellation or consumer rights.