Refund policy

Returns

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return under our voluntary 30-day returns policy, your item should be returned in the same condition in which you received it, unused and, where possible, in its original packaging. You will also need your receipt or other proof of purchase.

To request a return, please contact us at nicoleh.tours@gmail.com.

Customers are responsible for return postage for change-of-mind returns. We will cover reasonable return postage for faulty or incorrect items.

If your return is accepted, we will provide instructions on how and where to return your item. Items returned without first contacting us may not be accepted.

This returns policy is in addition to, and does not affect, your statutory consumer rights.

UK and EU cancellation rights

If you are a consumer purchasing online in the UK or European Union, you will generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason, subject to any exceptions provided by law.

Please contact us within the applicable cancellation period at nicoleh.tours@gmail.com to tell us that you wish to cancel your order.

You should return the goods within 14 days of notifying us of your cancellation. You are responsible for taking reasonable care of the goods while they are in your possession. We may make a deduction from your refund where permitted by law if the value of the goods has been reduced as a result of handling beyond what would reasonably be necessary to inspect them.

These cancellation rights do not apply where an applicable legal exception applies, such as goods that have been made to your specifications or clearly personalised.

Damaged, faulty or incorrect items

Please check your order when it arrives and contact us as soon as possible if your item is damaged, defective or incorrect so that we can resolve the issue.

Nothing in this policy limits your statutory rights. Goods supplied to UK consumers must be as described, of satisfactory quality and fit for purpose, and you may be entitled to a refund, repair or replacement where these requirements are not met.

Refunds

We will let you know once we have received and inspected your return.

Where a refund is due, it will be made to your original payment method. We aim to process refunds promptly and, where statutory cancellation rights apply, within the timescales required by law.

Once we have issued your refund, your bank or payment provider may take additional time to process it.

If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at nicoleh.tours@gmail.com.