Refund policy
RETURNS, EXCHANGES & PRODUCT GUARANTEE POLICY
Shop with Confidence — Your Satisfaction Matters
At NACRE FORM™, we are committed to providing a reliable shopping experience and carefully selected massage, beauty and wellness devices.
We understand how important it is to receive your order in perfect condition. Our returns, exchanges and product guarantee policy is designed to provide clear information, fair solutions and dependable customer support.
Please read the following terms before placing your order.
1. 30-DAY RETURNS & EXCHANGES
We offer a 30-day return and exchange policy for eligible products, starting from the date of delivery.
If you wish to return a product because you have changed your mind or no longer need it, the following conditions apply to returns under our additional 30-day policy:
• The product must be completely unused.
• The original packaging must remain unopened and intact.
• All original seals, labels and protective packaging must remain undamaged.
• All accessories, cables, attachments and components must be included.
• The product must be returned in its original condition.
• Proof of purchase or an order number is required.
Products that have been used, damaged, modified or returned with missing components may not qualify for our additional change-of-mind returns policy.
These conditions do not restrict your statutory consumer rights, including your legal right to inspect eligible online purchases.
2. RETURN SHIPPING COSTS
For change-of-mind returns and voluntary exchanges, customers are responsible for all return shipping costs.
Customers are also responsible for applicable return-related customs charges, duties or import fees where legally permitted and disclosed.
All return shipping arrangements must be confirmed with our customer support team before sending the product.
We strongly recommend using a tracked shipping service.
Return shipping costs may vary depending on the product and return destination.
IMPORTANT:
If your product arrives damaged, broken, defective or incorrect, NACRE FORM™ will cover the necessary return shipping costs.
Customers will not be charged for replacement shipping when we provide a replacement for a confirmed damaged, defective or incorrect product.
3. DAMAGED, BROKEN, DEFECTIVE OR INCORRECT PRODUCTS
At NACRE FORM™, your satisfaction and product safety are our priorities.
If your order arrives damaged, broken, defective, incomplete or incorrect, please contact our customer support team immediately after delivery.
We kindly ask customers to report visible damage or missing components within 48 hours of delivery, whenever reasonably possible.
Email: nacreform.contact@gmail.com
Please include:
• Your order number.
• A clear description of the issue.
• Clear photographs showing the damaged, broken or defective product.
• Photographs of the original packaging and shipping label, where available.
• A short video demonstrating the issue, if possible and safe to record.
Please retain the original packaging and all accessories until your case has been reviewed, where reasonably possible.
FREE REPLACEMENT OR REFUND
Once the issue has been verified, customers may request:
• A FREE replacement of the damaged, broken, defective or incorrect product.
• A full refund where applicable under consumer protection law.
Where a customer is legally entitled to reject faulty goods and receive a refund, we will honour that right. A replacement will not be imposed instead of a refund.
For confirmed damaged, defective or incorrectly supplied products, NACRE FORM™ will cover all necessary return and replacement shipping costs.
Where a refund is due, it will be issued to the original payment method in accordance with applicable consumer protection laws.
If a replacement is unavailable, we will offer a refund or another appropriate solution.
Our request for immediate notification, photographs or videos is intended to help us resolve issues quickly. It does not restrict your statutory consumer rights.
Your legal rights to a refund, repair or replacement remain fully protected.
4. LOST OR MISSING PARCELS
If your order is lost during shipping or cannot be delivered, please contact our customer support team.
Email: nacreform.contact@gmail.com
Please include your order number and any available tracking information.
We will investigate the issue with the shipping provider.
If your parcel is confirmed lost before delivery to you or a person you have authorised to receive it, you may choose:
• A FREE replacement shipment, subject to product availability.
• A full refund.
All replacement shipping costs will be covered by NACRE FORM™.
If tracking shows that your parcel has been delivered but you have not received it, please contact us promptly so we can investigate.
Your statutory delivery rights remain unaffected.
5. 30-DAY PRODUCT GUARANTEE
Every NACRE FORM™ product comes with an additional 30-day product guarantee covering manufacturing defects.
If your device develops a manufacturing defect within 30 days of delivery, please contact our customer support team as soon as possible.
Email: nacreform.contact@gmail.com
Please provide:
• Your order number.
• A clear description of the problem.
• Photographs showing the defect, where possible.
• A short video demonstrating the issue, if possible and safe to record.
FREE REPLACEMENT OR REFUND
Once a manufacturing defect has been confirmed, we will offer:
• A FREE replacement of the defective product.
• An appropriate refund, including a full refund where required by law.
We will take the customer's preference and applicable consumer rights into account when arranging a resolution.
Where a customer has a statutory right to a full refund, they will not be required to accept a replacement instead.
NACRE FORM™ will cover all necessary return and replacement shipping costs for confirmed manufacturing defects.
Refunds will be issued to the original payment method in accordance with applicable consumer protection laws.
Our 30-day product guarantee is provided in addition to your statutory consumer rights and does not limit or replace those rights.
6. FAULTY PRODUCTS AFTER 30 DAYS
Our additional 30-day product guarantee does not mean that your legal rights expire after 30 days.
Under applicable UK consumer protection laws, customers may be entitled to a repair, replacement, refund or other remedy if a product develops a fault.
Please contact us if your device develops a fault after the initial guarantee period.
We will review the issue and provide a solution in accordance with applicable consumer law.
7. ORDER PROCESSING & DELIVERY
We aim to process and prepare orders within 1–3 business days.
Once dispatched, estimated shipping time is approximately 5–10 business days for eligible UK deliveries.
Estimated delivery breakdown:
Order Processing: 1–3 business days
Shipping & Delivery: 5–10 business days
Estimated Total: 6–13 business days
Business days exclude weekends and public holidays.
Delivery times are estimates and may vary depending on the destination, shipping provider and circumstances beyond our control.
Tracking information will be provided when available.
Your statutory rights regarding delivery delays and non-delivery remain unaffected.
8. ORDER CANCELLATIONS
If you need to cancel or change your order, please contact us as soon as possible.
Email: nacreform.contact@gmail.com
We will do our best to accommodate cancellation requests before dispatch.
Once an order has been processed or shipped, changes may not be possible.
However, your applicable statutory cancellation rights remain unaffected.
9. UK STATUTORY CANCELLATION RIGHTS
For eligible online purchases, UK consumers generally have the legal right to cancel within 14 days of receiving their goods without giving a reason.
After notifying us of cancellation, customers generally have a further 14 days to return the goods.
Customers may inspect eligible products to establish their nature, characteristics and functionality.
Opening packaging does not automatically remove this statutory right.
Where handling goes beyond what is reasonably necessary and reduces the value of the product, a lawful deduction may apply.
Certain sealed products that are unsuitable for return for genuine health protection or hygiene reasons may be exempt if their protective seal has been broken after delivery, where permitted by law.
Customers are responsible for direct return shipping costs for change-of-mind cancellations where those costs have been properly disclosed before purchase.
Our additional 30-day returns policy does not replace or restrict these statutory rights.
10. HOW TO REQUEST A RETURN OR EXCHANGE
To request a return or exchange, please email:
Include:
• Your order number.
• The product name.
• The reason for your return or exchange.
• Photographs, if relevant.
Our customer support team will review your request and provide return instructions.
Please do not send a product to an unconfirmed return address.
Return destinations may vary depending on the product and fulfilment location.
11. REFUND PROCESSING
Once a return has been received and assessed, we will notify you of the outcome.
Approved refunds will be issued to the original payment method.
Where a refund is required under UK statutory cancellation rights, it will be processed within the applicable legal deadline, generally within 14 days of receiving the returned goods or evidence that they have been sent back, whichever occurs first.
Where required by law, refunds will include the original standard delivery charge.
Additional charges for upgraded delivery services may not be refundable.
Your bank or payment provider may require additional time to display the refunded amount.
12. INCORRECT DELIVERY ADDRESSES
Customers are responsible for providing accurate delivery information when placing an order.
If you notice an error in your delivery address, please contact us immediately.
We will try to update your details before dispatch.
Additional shipping charges caused by incorrect information may apply where legally permitted.
This does not affect your statutory rights where a delivery issue is the responsibility of NACRE FORM™ or the shipping provider.
13. INTERNATIONAL RETURNS
For orders delivered outside the United Kingdom, applicable consumer rights may vary depending on the destination country.
For voluntary change-of-mind returns, customers are responsible for return shipping costs and applicable customs-related charges where legally permitted and properly disclosed.
For confirmed damaged, defective or incorrect products, NACRE FORM™ will cover the necessary return and replacement shipping costs.
Please contact our customer support team before arranging an international return.
14. CONTACT US
For assistance with returns, exchanges, damaged products, missing parcels, refunds or product guarantees, please contact:
NACRE FORM™ Customer Support
Email: nacreform.contact@gmail.com
Website: https://nacreform.com
Please include your order number when contacting us about an existing purchase.
15. YOUR STATUTORY CONSUMER RIGHTS
Nothing in this policy excludes, restricts or replaces your statutory consumer rights.
For UK consumers, these rights include protections under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where applicable consumer protection law provides additional rights or remedies, those legal requirements will take precedence.
16. OPTIONAL CANCELLATION FORM
You may use the following form to cancel an eligible purchase. Use of this form is optional.
To: NACRE FORM™
Email: nacreform.contact@gmail.com
I hereby give notice that I cancel my contract of sale for the following goods:
Product(s):
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Please email the completed information to nacreform.contact@gmail.com.