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NexAble Return Policy (UK)

Last updated: 25th November 2025

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1. Cooling-Off Period (Consumer Contracts Regulations 2013)

If you purchase a product or sign up for a service with NexAble online, by phone, or by any distance-selling method, you are entitled to a 14-day cooling-off period starting from the day you receive the goods or the day your service agreement is confirmed.

During the cooling-off period, you have the right to:

  • Cancel your order for any reason; and

  • Receive a full refund for the product or service.

Conditions:

  • Products must be returned in their original condition, with all accessories and packaging intact.

  • You are responsible for any reduction in value caused by handling the product beyond what is necessary to inspect it.

  • Return postage costs may apply unless the item is faulty or incorrect.

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2. Minimum Contract Period

Some NexAble products and services operate on a subscription or monitored-service basis.
These services have a minimum contract term of 12 months.

Key terms:

  • The 12-month contract begins once the service is activated.

  • You may cancel within the 14-day cooling-off period with no penalty.

  • After the cooling-off period, early cancellation may incur charges covering the remaining minimum-term period.

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3. Faulty, Damaged or Incorrect Goods (Consumer Rights Act 2015)

If an item arrives faulty, damaged, or incorrect, you are entitled to:

  • A full refund or replacement within 30 days of receiving the item.

  • A repair or replacement after 30 days, if within a reasonable time.

  • A final right to reject the item if it cannot be repaired or replaced.

NexAble will cover all return costs for faulty, damaged, or incorrect products.

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4. How to Return Items or Request a Cancellation

Please contact our customer support team:

Email: info@nexable.co.uk


Phone: 0330 223 7320

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Address:

Radley House

Richardshaw Road

Leeds, West Yorkshire

LS28 6LE

We will provide return instructions, including any pre-paid labels when applicable.

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5. Refunds

Refunds are processed within 14 days of receiving the returned items or confirmation of cancellation (for services).
Refunds will be issued to your original payment method.

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6. Exclusions

The following items may not be eligible for return unless faulty:

  • Products customised or personalised for a customer

  • Hygiene-sensitive items that have been opened (e.g., ear-related alert systems)

  • Installed equipment where removal would cause damage

  • Services fully performed within the cooling-off period (only if customer gave explicit consent to begin service early)

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