Refund policy

Return & Refund Policy

Last updated: 25th July 2026

We want you to love what you buy from Nueve Code ("Nuco", "we", "us"). This policy explains your options if you change your mind or something isn't right. Nothing in this policy affects your legal rights under UK consumer law — where our own policy is more generous than the law, the more generous terms apply.

Your legal right to cancel (14-day cooling-off period)

If you are a consumer buying online and having your order delivered, you have the legal right under the Consumer Contracts Regulations 2013 to cancel your order for any reason, without giving a justification, within 14 days of the day you (or someone you nominate) receive the goods. Where your order arrives in several deliveries, this period runs from the day you receive the last item.

To cancel, simply tell us within those 14 days (see How to start a return below). You can use the model cancellation form, but you don't have to.
After cancelling, you must return the goods to us within 14 days.
You may examine and try on items as you would in a shop. However, if you handle them beyond what is necessary to check them (for example, wearing them out or removing hygiene seals), we may reduce your refund to reflect any loss in value.
We'll refund you within 14 days of receiving the goods back (or of you providing proof that you've sent them). Your refund will include the standard delivery cost you originally paid — though not any extra you chose to pay for a faster or premium delivery option.

This right applies in addition to our voluntary 30-day return policy below, and it applies to sale items too.

If you're shipping to the European Union, the same 14-day right to cancel applies under EU consumer law.

Faulty, damaged or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if an item is faulty, damaged, or not what you ordered.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they aren't, you have the right to:

a full refund if you let us know within 30 days of receiving the item; or
a repair or replacement after that, and a refund if we can't put it right.

For faulty, damaged or incorrect items, we cover the cost of return postage and we won't apply the "unworn / tags attached" conditions below. Please contact us and we'll evaluate the issue and make it right.

Our 30-day return policy (change of mind)

Beyond your legal rights above, we offer a 30-day return window for change-of-mind returns — you have 30 days after receiving your item to request a return.

To be eligible under this voluntary policy, your item must be:

in the same condition you received it — unworn and unused;
with tags attached and in its original packaging; and
accompanied by your receipt or proof of purchase.

How to start a return

To start a return, contact us at returns@nuevecode.co.uk. Please don't send items back before requesting a return — items sent without a request first can't be accepted.

If your return is accepted, we'll send you a return shipping label along with instructions on how and where to send your parcel.

Items that can't be returned under our voluntary policy

Because of what we sell, a few things fall outside the 30-day change-of-mind policy:

Personalised or made-to-order items (special orders or custom products).
Gift cards.
Items sealed for hygiene reasons that have been unsealed or used (for example, certain intimate or base-layer garments).

This list does not remove your legal rights. Even for these items, your right to cancel within 14 days (where it applies) and your rights in respect of faulty goods still stand. If you're unsure whether your item qualifies, just get in touch.

Sale items

Sale items are not covered by our voluntary 30-day change-of-mind policy. However, this does not affect your statutory rights — you still have the 14-day right to cancel and full rights if a sale item arrives faulty, damaged or not as described.

Exchanges

The quickest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the replacement.

Refunds

Once we've received and inspected your return, we'll let you know whether your refund is approved.

If approved, we'll refund your original payment method within 10 business days (and always within the timeframes required by law). Bear in mind your bank or card provider may take additional time to process and post the refund.
If more than 15 business days have passed since we approved your return and you haven't seen your refund, please contact us at returns@nuevecode.co.uk