Refund policy

Last updated: April 18, 2026

At Nueve Collective, your satisfaction is our priority. This policy outlines the procedures for returns, refunds, and exchanges to ensure a fair and transparent process. Our policy is designed to comply fully with UK consumer law.

Key Information

Subject Detail
Coverage Applies only to orders delivered within the United Kingdom.
Return window 30 days from delivery to request a return, refund, or exchange.
Return conditions Items must be in new condition, unused, unworn, unwashed, with all original tags attached, and in its original packaging. You will also need your order number or proof of purchase.
Return method and cost Returns are handled by mail with a free pre-paid downloadable return label; no restocking fees apply.
Return authorisation Returns must be approved in advance and sent to the UK return address; items sent without prior return authorisation will not be accepted.
Refunds Refunds are issued to the original payment method within 7 business days after approval; refunds are made in British Pounds Sterling (£).
Exchanges Exchanges are accepted within 30 days for a different colour or a product of equal value (subject to availability); replacement shipping is free.
Statutory cancellation right UK customers have a separate legal right to cancel within 14 days of receiving the goods; after notifying the store, the goods must be returned within a further 14 days.


30-Day Return & Exchange Policy

We accept returns, exchanges, and refund requests within 30 days of the delivery date for both defective and non-defective products.

To be eligible for a return, your item must be in new condition, unused, unworn, unwashed, with all original tags attached, and in its original packaging. You will also need your order number or proof of purchase.

If your return request is approved, we will send you return instructions along with a free pre-paid return label. All approved returns must be sent to our UK return address.

Please note that items returned without prior return authorisation will not be accepted.

Right of Withdrawal

You have 30 days from the date you receive your order to request a return or exchange under our store policy. Requests submitted after this period cannot be accepted.

If you are a customer in the United Kingdom, you also have a separate statutory right to cancel your order within 14 days of receiving your goods, without giving a reason. This legal right is independent of our 30-day store policy.

To exercise your statutory right to cancel, you must inform us of your decision within those 14 days. After notifying us, you must return the goods within a further 14 days.

For eligible cancellations under UK consumer law, we will refund the full order amount, including the standard delivery cost, within 7 business days of receiving the returned goods or proof that they have been sent back. If you selected a more expensive delivery option, we will only refund the standard delivery cost.

Conditions for a Valid Return

To qualify for a refund or exchange, the following conditions must be met:

  • Items must be new only: unused, unworn, unwashed, and in resalable condition
  • Items must be returned in their original packaging
  • All original accessories, tags, and documentation must be included
  • The return request must be initiated within 30 days of delivery

Items that do not meet these conditions may be refused.

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned, including:

  • Hygiene-sensitive items once opened
  • Personalised, customised, or made-to-order items
  • Products clearly marked as “non-returnable” on the product page

These exceptions are always clearly stated on the relevant product listing.

Order Cancellations

If your order has not yet been processed or dispatched, you may request a cancellation by contacting us at info@nuevecollective.com. 

If your order has already been processed or shipped, you may still have the right to cancel and return it under our store policy or your statutory rights under UK consumer law.

Return Procedure

1. Contact Customer Support

Please email info@nuevecollective.com and include:

  • Your order number
  • The reason for the return or exchange

2. Receive Return Approval

Once approved, we will send you:

  • A return authorisation
  • A free pre-paid return label (downloadable and printable)
  • Detailed packing and return instructions

3. Prepare Your Package

Place the item securely in its original packaging with all included components.

4. Ship the Return

Attach the provided return label and drop the parcel off at the designated carrier location.

Return Address

All approved returns should be sent to:

69 Hamilton Rd, Brentford TW8 0QF, United Kingdom

Refunds

  • Returned items are inspected upon receipt
  • Once approved, refunds are issued to the original payment method
  • Refunds are processed within 7 business days after approval
  • All refunds are issued in British Pounds Sterling (£)
  • Bank processing times may vary depending on your payment provider
  • We may withhold the refund until we have received the returned goods or until you have provided proof that they have been sent back, whichever comes first.

Exchanges

Exchanges are accepted within 30 days for:

  • A different size
  • A different colour
  • A product of equal value, subject to availability

Replacement items are shipped at no additional cost.

To request an exchange, please contact info@nuevecollective.com.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact info@nuevecollective.com and include:

  • Your order number
  • Clear photos of the item and packaging

We will arrange a free return and offer either:

  • A replacement
  • A full refund

Contact Information

E-mail Address: info@nuevecollective.com
Phone Number: +44 7916 691120

Store Name: Nueve Collective

Warehouse Address: 69 Hamilton Rd, Brentford TW8 0QF, United Kingdom

KVK Number: 91917999
VAT: NL004924203B91
Business Address: Van Der Zandenstraat 30, 5521VP, Eersel NL

Customer Service Available Hours | Monday - Friday

09:00 AM - 05:00 PM | BST / GMT+1

For any questions, please visit our Contact Page. We aim to respond within 1 business day.