Subject to conditions, Goods sold in the UK mainland may be returned for a refund, exchange or replacement within 30 days provided they are returned unused, in a saleable condition and in their original packaging. However, any unwanted, non-faulty or non-damaged Goods returned more than 5 days after delivery will be subject to a 25% restocking charge (calculated by Order value) on refunds. Certain Goods cannot be returned for hygiene reasons. Certain Goods such as knives must be returned in adequate postal packaging for health and safety reasons. Certain last-in-line or special-to-order Goods may also be non-returnable and will be flagged accordingly on the NELLA website or catalogue. The shipping cost of returns may be refunded in whole or in part to the Customer at NELLA’s discretion.
Goods are guaranteed in accordance with the terms of the manufacturer’s warranty or for 1 year from delivery unless otherwise stated. Goods reported faulty within the specified warranty period may be repaired, exchanged or replaced at NELLA’s discretion. Parts and labour under this warranty are guaranteed in the UK mainland only.
Goods that are damaged due to delivery must be reported to NELLA within 24 hours. Large Goods such as refrigerators must be inspected by the Customer on delivery for damage and an acceptance of delivery docket completed noting any damage that resulted from delivery. Goods that are missing from delivery must be reported to NELLA within 7 days from delivery.
Warranties do not apply to Goods that have not been paid for in full and/or any defect in the Goods caused by the fault, negligence or failure of the Customer to use the Goods for their normal intended purpose or failure to adhere to manufacturer instructions (including storage, use in incorrect environment, maintenance, de-scaling and cleaning). Gaskets, refrigerants, filter driers, shelves, tray slides, castors and legs, electric lamps, fuses, keys, locks, glass, filters, mains plugs, and leads, hose connections and consumables are warranted to be free from defect on delivery only and any damage caused due to delivery must be reported to NELLA within 24 hours to qualify for replacement, repair or refund at NELLA’s discretion. Goods marked ‘no commercial warranty’ are sold without any warranties unless otherwise stated. Certain Goods may be disposed of in accordance with NELLA safety instructions for replacement, exchange or refund with NELLA’s prior approval. Engineer call-outs and repairs carried out on non-warranty faults or defects may be subject to further charges including where the Customer has missed or is unduly late for an arranged call-out. NELLA may in its reasonable discretion invalidate warranties for any Goods that have been or are suspected to have been altered, tampered with, serviced, repaired or attended to without NELLA’s prior endorsement or approval. Any Goods repaired or replaced will be guaranteed only for the unexpired or remaining portion of the warranty period of the original Goods that were repaired or replaced.
Old electrical & electronic equipment may be disposed of by prior arrangement in compliance with WEEE regulations.