Our Returns Policy

In addition to the Distance Selling Regulations, you can return any item within 14 days of receipt for a refund of that item or to exchange it for a different size, colour, or for something else that is in stock.

For returns made outside the Distance Selling Regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them.Please note that some items cannot be returned, unless they have remained in their original wrapping, where the original packaging is intact, or are faulty. e.g. Swimwear/underwear (hygiene reasons) and Headphones/Earphones.

In all cases, the items returned must be in their original condition, which includes any packaging. For example, shoes are to be returned along with the original shoe box and headphones must be returned with the packaging intact/unopened. All goods will be inspected on return.

The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error.

For overseas customers use the form on your delivery and returns note, enclosed with your goods.

We recommend you use a postal service that insures you for the value of the goods you are returning. Please send your returned goods to:

Returns,
Nucleus Online,
228-230 Oxford Street,
Swansea.
SA1 3BJ
UNITED KINGDOM

We also accept cancelled orders under the Distance Selling Regulations - Please click here for more information

Christmas & Birthday Gifts

We understand that in special cases, such as Christmas and Birthdays, our 14 days return policy can run out before the gift is presented to the intended recipient, so the 14 days return policy begins on the day the gift is presented and not on the day the order is delivered.

Faulty Items

If you happen to discover a fault with any item we have sent you (or by some strange event we have sent you the wrong item) then we will be happy to replace it. Simply send the item back to us following the instructions above. Please note that you are responsible for the goods until they are delivered back to us. Where we are able to exchange the faulty item for one that is not faulty we will happily reimburse you for the cost of returning the goods to us, up to a maximum value of £4. If we are not able to replace the item or a suitable replacement cannot be agreed we will refund the total amount you originally paid, including postage costs, but we are unable to reimburse you for the cost of returning the goods to us. In these cases we will issue you a credit note to the value of your postage but cannot credit your bank account. Please note that this is due to the Banks restrictions and is not in our control.

Manufacturers Warranty

All products sold by us carry a full manufacturers warranty, these warranties protect you from all basic defects in workmanship and failure in normal use (unless of course you hammer your shoes by doing mad stuff on a skateboard). Our returns and guarantee policy operates according to the standard Sale of Goods Act 1979 and the Supply of Goods Act 1982. We do not guarantee against standard wear and tear, and we do reserve the right to seek a second opinion from an independent body when defect inspections are required. Some suppliers offer specific and unique guarantees, these can be found on the specific brand literature supplied with your goods.

Making a Complaint

We don't like making mistakes and take every precaution to avoid them, but in the unfortunate event that we have failed to completely satisfy you please contact us immediately. All complaints will be dealt with quickly, fairly and in complete confidence. We don't point fingers here, if someone screws up we have all screwed up and are equally to blame but please don't shout at us, we will do everything in our power to make it right.