To keep things simple, we offer 'No Hassle' returns on your original order. You can return items for refund or exchange at your discretion - we won't ask why. Just return the item following the instructions below.
Returning Goods
Carefully repackage any item(s) you wish to return to us. Please remember to include the original order number or if you do not have the original order please include your full name, your address and an approximate date of when you placed your order, if we receive your return without this information we will be very confused and won't know who to contact... basically, we cannot process your return without it. Return your goods to:
Returns,
Nucleus Online,
228-230 Oxford Street,
Swansea.
SA1 3BJ
Exchanging Goods
We are more than happy to exchange goods for any reason within the first 14 days after delivery, but you must carry the cost of returning these goods to us. When you send the goods back to us, please remember to include your original order number or if you do not have the original order please include your full name and address, and the items you would like in exchange, we cannot process your return without this information. Send the goods to the above address.
Christmas & Birthday Gifts
We understand that in special cases, such as Christmas and Birthdays, our 14 business days return policy can run out before the gift is presented to the intended recipient, so the 14 business 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 the 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.
Returns Policy
We comply with a long list of regulations but the one that's important here is The Consumer Protection (Distance Selling) Regulations 2000, in fact we do more for you than we are legally obliged to by these regulations. The law basically states that you have the unconditional right to cancel your order for any reason within 7 days after you receive your goods, after which we must reimburse you in full for the total amount you paid within 30 days from the date you chose to cancel your order. Well, we figured that 7 days to decide if you like the stuff is too short, so we give you 14 days to cancel your order, we will still honor these regulations. We also think that taking 30 days to give you your money back is just too long, so we will refund you within 7 working days. We hope you find this fair, but by all means get in touch with us if you have any questions.For gifts, the return/exchange/cancellation period begins on the day after the day the gift was presented to the person the gift is intended for. Only as long as the goods were presented in the exact same condition that they were delivered, including product tags and product packaging, but not including the delivery packaging or any price labels.
Returned goods must be 'unused' and 'unworn', except where the goods have been tried on for fit. We will not accept soiled goods, goods that have been washed, or footwear that has been worn outside or has evidence of being worn for purposes other than trying them on.
All products sold by us carry a full manufacturers warranty, these warranties protect you from all basic defects in workmanship and failure in 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.
