Refund policy
Returns Policy
We want you to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help.
You may return eligible items within 30 days of delivery for a refund, provided they meet the conditions outlined below.
Eligibility for Returns
To be eligible for a return, items must:
● Be unworn, unwashed, and unused.
● Be in their original condition with all tags attached.
● Be returned in the original packaging where reasonably possible.
● Be free from stains, odours, pet hair, makeup, deodorant marks, or any other signs of wear.
● Be accompanied by proof of purchase or your order number.
We reserve the right to refuse returns that do not meet these requirements.
Non-Returnable Items
The following items cannot be returned unless they are faulty or incorrect:
● Final sale or clearance items marked as non-returnable.
● Personalised or custom-made products.
Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us within 7 days of delivery. Include your order number and clear photographs of the issue so we can resolve it as quickly as possible.
Where an item is confirmed to be faulty or incorrect, we will arrange an appropriate remedy, which may include a replacement where possible or refund in accordance with consumer laws.
How to Start a Return
To initiate a return:
1. Contact our Customer Support team at nusence.official@icloud.com
2. Provide your order number and the reason for your return.
3.Package your item securely and send it to the return address provided.
20 OZENGELL PLACE, RAMSGATE, UNITED KINGDOM, CT12 6PB
Please do not send returns without first obtaining return instructions, as this may delay processing.
Return Shipping
Unless the item is faulty, damaged, or supplied in error, customers are responsible for the cost of return shipping.
We recommend using a tracked shipping service, as we cannot accept responsibility for items lost or damaged during return transit.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your payment provider or financial institution.
Original shipping charges are non-refundable unless required by law or where the return is due to our error.
International Returns
International customers are responsible for any return shipping costs, duties, taxes, customs fees, or import charges associated with returning items unless the return is due to our error or a faulty product.