Refund policy

Return & Refunds

We hope you will be pleased with everything you have purchased from us but if you are unhappy with your product, you can return it to us in accordance with the returns policy described in this section.

Right to cancel

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a legal right to cancel the contract between you and us within 14 days of delivery without giving a reason unless the product is a custom/bespoke order.

The cancellation period will end after 14 days starting the day after you or a third party acting on your behalf (excluding the company that delivers the Product to you) takes physical possession of the Product you ordered. Where you order multiple Products in one order or a product is delivered in separate parts, lots or pieces, the cancellation period will end after 14 days starting the day after you or a third party acting on your behalf (excluding the company that delivers the product to you) takes physical possession of the last product, part, lot or piece that makes up your order.

To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by making a clear statement by a letter sent by post or email.

Please send a letter or email to us before you return goods, telling us that you are returning the goods and why.

Our returns address is; 1 The Green, St Peters Way, Northampton, United Kingdom, NN1 1TD.

Shipping Cost   

The cost of shipping will not be refunded on any incorrectly ordered items.

If your order would no longer qualify for free shipping without the value of the returned item we will then charge the shipping cost paid to ship your order and deduct this from the amount refunded. 

As New Goods

Goods will not be considered 'as-new' unless they are still in the condition in which the customer received them. This includes all product packaging as shipped to the customer. A product that has been used or attempted to be used will not be considered 'as-new'.

Customers may return 'as-new' goods within 14 days of purchase for a refund of the purchase price in accordance with statutory rights. This does not cover other costs such as shipping.

Nexus Models must be contacted before items that have been used can be returned and will incur a surcharge if the return is accepted.  

Faulty Goods

Customers who believe they have a faulty item should seek our assistance before returning the items by calling 01604 627616.

If goods are returned with a fault, they will be sent back to the supplier for inspection. We will wait for the suppliers decision regarding the item before replacing or refunding the goods. If the supplier decides the item has been damaged by the customer, no refund or replacement will be given.

Shipping and packaging charges for returning products that prove not to be faulty will not be borne by us. Any unnecessary charges incurred by us may result in being billed back to the customer unless other prior arrangements were made.

Damaged Goods

Customers have no right of return on goods they have damaged regardless of if the damage was intentional or accidental. It is the customers responsibility to carefully check that all merchandise received is undamaged and in good working condition.

If you are returning items to us and they are damaged or lost by the postal service you use, we do not accept any responsibility. It is your responsibility to ensure goods are returned to us in the condition in which they were received.

Any claims in respect of damage, shortage or manufacturing faults must be made in writing to; 1 The Green, St Peters Way, Northampton, United Kingdom, NN1 1TD or by email to sales@nexusmodels.co.uk within 3 days of receipt of product. Damaged products includes items that have been damaged in shipping.

If a shipment arrives at your door with apparent shipping damage, please refuse the delivery. If you have already accepted delivery and then find shipping damage, please call us on 01604 627616 immediately. Please save all packaging material and paperwork; do not throw anything away! On some occasions the couriers have asked to see pictures of any damaged packaging.

Incorrectly Sent Items

If you place an order for an item in error, only the price of the returned goods will be refunded. The postage will not be refunded as this was not our error. We will not accept back items that are not in 'as-new' condition.

On the rare occasion that we send an incorrect item please contact us as soon as possible so we can rectify this and return the item to us as soon as possible. We are not able to dispatch replacements without the incorrectly sent item being returned to us first.

Return Post

For damaged/faulty/incorrectly sent items please contact us first to arrange a collection or provide a returns label. If for any reason we are not able to provide one we will advise the best way to return the item. Please do not use express services to return items to us as we may be unable to refund you the full cost paid unless the item exceeds the level of compensation offered by Royal Mail.