Returns & Refunds Policy

Last updated: 16 September 2026

At NNST, we want you to be happy with your furniture. If something isn’t right, we’ll work with you to resolve it.

This Returns & Refunds Policy explains how returns, cancellations, refunds, faulty products and damaged furniture are handled.

Nothing in this policy affects your statutory rights under UK consumer law.

For consumer purchases, your rights are primarily governed by the Consumer Rights Act 2015 and, where you purchase from NNST online or by another distance-selling method, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your statutory rights

If you purchase from NNST as a consumer, your furniture must:

  • Be of satisfactory quality

  • Be fit for any particular purpose you have made known to us

  • Match its description

  • Match any sample or model where applicable

  • Comply with the requirements of the Consumer Rights Act 2015

These rights apply separately from any voluntary returns policy offered by NNST.

If your furniture is faulty, damaged, does not match its description or otherwise does not conform to the contract, please contact us as soon as possible so we can arrange an appropriate solution.

2. If you simply change your mind

If you purchase furniture from NNST online, by telephone or another qualifying distance-selling method, you normally have a statutory 14-day cancellation period.

You do not need to give us a reason for cancelling.

For goods, the cancellation period generally starts when you receive the goods.

Once you tell us that you are cancelling, you normally have a further 14 days to return the goods.

This statutory cancellation right is separate from your rights if the furniture is faulty or does not conform to the contract.

3. Our optional returns period

In addition to your statutory rights, NNST may offer a voluntary returns period of:

[INSERT NNST VOLUNTARY RETURNS PERIOD, e.g. 30 days]

This voluntary return period applies only where stated on the relevant product or order and is subject to the conditions in this policy.

Your statutory rights are not affected if you do not qualify for our voluntary return policy.

4. Condition of furniture returned because you changed your mind

For a change-of-mind return, please take reasonable care of the furniture while it is in your possession.

Where possible, furniture should be returned:

  • In its original packaging

  • With all components, fittings, screws and accessories

  • With assembly instructions

  • In an unused and resaleable condition

  • Without unnecessary marks, stains, scratches or damage

  • Without missing or damaged components

You are permitted to handle the goods to establish their nature, characteristics and functioning in the same way that you would reasonably be able to do in a shop.

However, if the furniture has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may be entitled to make a deduction from the refund to reflect the resulting reduction in value.

This may include, for example, damage caused by excessive handling, staining, scratches, missing parts or other damage that prevents the item from being resold as new.

Any deduction will be assessed according to the actual diminution in value and will not be an automatic penalty.

5. Flat-pack furniture that has been assembled

We understand that flat-pack furniture may need to be partially or fully assembled before you decide whether it is suitable for your home.

However, assembling furniture can go beyond the level of handling reasonably necessary to establish its nature, characteristics and functioning.

If you cancel your order after assembling the furniture, please contact us before dismantling or attempting to return it.

Where assembly, dismantling, damage, missing components or other handling has reduced the value of the goods, we may make an appropriate deduction from the refund where permitted by law.

We will not automatically charge a fixed “restocking fee” simply because an item has been assembled.

Any deduction will be based on the circumstances and, where applicable, the actual reduction in value.

6. Return costs when you change your mind

Where you exercise your statutory cancellation right because you have changed your mind, you may be responsible for the direct cost of returning the goods where the law permits this and we have informed you of this before you purchased.

This is particularly relevant to large or bulky flat-pack furniture.

Depending on the size and nature of the item, returning furniture may require a courier or collection service.

If NNST agrees to arrange collection on your behalf, we may charge the applicable reasonable return/collection cost where you are legally responsible for that cost.

We will confirm any applicable collection cost before arranging the collection.

Where the goods are faulty, damaged, misdescribed or otherwise do not conform to the contract, different rules apply and you should contact us before arranging a return.

7. Refunds for cancelled orders

When you validly cancel a distance contract, we will refund the payments we are required to refund under applicable law.

This will normally include:

  • The price paid for the goods; and

  • The cost of the standard delivery option offered by NNST, where applicable.

If you selected a more expensive delivery service than the least expensive standard delivery option we offered, we are generally only required to refund the cost of the standard delivery service.

Where you are responsible for returning the goods, the applicable return cost may be deducted or may be payable separately, provided we have informed you of this as required by law.

Refunds will normally be made using the same payment method used for the original transaction unless you expressly agree otherwise.

8. When will my refund be made?

For a statutory cancellation, we will process your refund within the period required by applicable law.

For goods, we may in certain circumstances wait until we have received the returned goods or you have provided evidence that you have sent them back.

We will not unreasonably delay a refund.

Where a deduction is legally permitted because the value of the goods has been reduced by handling beyond what is reasonably necessary, we will explain the deduction.

9. Faulty, damaged or incorrect furniture

If your furniture arrives damaged, is faulty, is missing components, does not match its description or is otherwise not as required by the Consumer Rights Act 2015, please contact us as soon as possible.

Please provide:

  • Your order number

  • Your name

  • A description of the problem

  • Photographs or videos showing the issue where possible

  • Photographs of the packaging where relevant

We may ask for photographs to help us identify the issue and determine the quickest solution.

Depending on the circumstances and your legal rights, we may offer:

  • Replacement parts

  • A repair

  • A replacement product

  • A price reduction

  • A refund

  • Another appropriate remedy

We will not require you to pay a return or collection cost where the law requires NNST to bear that cost.

10. The 30-day short-term right to reject

Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject goods that do not conform to the contract.

This can apply where goods are faulty, not of satisfactory quality, not fit for purpose or do not match their description.

Where the statutory right to reject applies, the consumer may be entitled to a refund rather than being required to accept a repair or replacement.

There are specific rules governing how the 30-day period operates in different circumstances.

Your statutory rights will always take precedence over any voluntary NNST returns policy.

11. Repairs and replacements

Where appropriate, you may have the right to request a repair or replacement under the Consumer Rights Act 2015.

If a repair or replacement is agreed, NNST will carry this out within a reasonable time and without significant inconvenience to you, subject to the requirements of the legislation.

If a repair or replacement is unsuccessful or the relevant legal conditions are met, you may have further rights, including a price reduction or final right to reject.

12. Furniture that develops a fault after 30 days

The fact that 30 days have passed does not mean that your consumer rights automatically end.

Depending on the circumstances, you may have rights to a repair or replacement and, where the statutory requirements are met, a price reduction or final right to reject.

The Consumer Rights Act 2015 provides additional protections beyond the initial 30-day period.

If you believe your furniture has developed a fault, contact us and we will assess the issue in accordance with your statutory rights.

13. Damage caused after delivery

Please inspect your furniture and packaging as soon as reasonably possible after delivery.

If you notice damage, please contact NNST promptly and provide photographs where possible.

However, failure to report damage immediately does not automatically remove your statutory consumer rights.

If the damage was caused after delivery by incorrect assembly, misuse, accidental damage or another event for which NNST is not responsible, this may not constitute a fault for which NNST is liable.

Where the issue is disputed, we will assess the circumstances fairly.

14. Missing parts or fittings

If your flat-pack furniture is missing screws, fittings, panels or other components, please contact us.

In many cases, we can resolve the issue by supplying the missing component rather than requiring the entire item to be returned.

Please provide your order number and, where possible, the part number shown in the assembly instructions.

15. Incorrect item received

If you receive an item that is different from the product you ordered, please contact us before returning it.

We will arrange an appropriate solution and, where the error is ours, we will cover the reasonable costs associated with correcting the mistake.

16. Exclusions from the statutory cancellation right

The statutory 14-day cancellation right does not apply in every situation.

Certain goods can fall within statutory exceptions, including goods that are made to the consumer’s specifications or are clearly personalised.

For example, if NNST manufactures a piece of furniture specifically to your individual measurements or specifications, the statutory cancellation right may not apply where the relevant legal exception is satisfied.

This does not remove your statutory rights if the goods are faulty, misdescribed or otherwise fail to conform to the contract.

If you are unsure whether a product qualifies for cancellation, please contact us before purchasing.

17. Sale and discounted furniture

Discounted, promotional and sale furniture remains protected by your statutory consumer rights.

A reduced price does not remove or reduce your legal rights where goods are faulty, misdescribed or otherwise fail to conform to the contract.

18. Restocking charges

NNST does not apply an automatic fixed restocking charge simply because a consumer exercises a statutory cancellation right.

Where permitted by law, we may make a reasonable deduction where the value of returned goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Any such deduction will be assessed according to the circumstances and the actual reduction in value.

We will not use a restocking charge to remove or restrict rights that consumers have under UK consumer law.

19. Business customers

This policy primarily applies to consumers purchasing furniture for purposes wholly or mainly outside their trade, business, craft or profession.

Different contractual terms may apply to business-to-business purchases.

If you are purchasing on behalf of a business, please contact NNST if you require information about our business returns terms.

20. How to request a return

To request a return or cancellation, please contact us:

NNST
Telephone: 01924 682681
Email: returns@nnst.co.uk
Website: https://www.nnst.co.uk/

Please include:

  • Your full name

  • Order number

  • Product name

  • Date of purchase

  • Reason for contacting us, if applicable

  • Photographs where the issue concerns damage or a fault

If you are exercising your statutory cancellation right, you do not have to provide a reason for cancelling.

21. Returning your furniture

We will provide return instructions after receiving your request.

Please do not send large or bulky furniture to an address without first contacting NNST, as this may result in unnecessary costs or delays.

Where collection is required, we will agree the collection arrangements with you.

For large flat-pack furniture, please retain the original packaging where reasonably possible until you have decided whether to keep the product.

22. Statutory rights

This policy does not affect your rights under the:

  • Consumer Rights Act 2015

  • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

  • Other applicable UK consumer protection legislation

Where this policy conflicts with a mandatory statutory consumer right, the statutory right will prevail.

23. Contact us

If you have any questions about returning NNST furniture or requesting a refund, please contact our customer service team.

NNST
Telephone: 01924 682681
Email: returns@nnst.co.uk/
Website: https://www.nnst.co.uk/

Last updated: 16 September 2026