Refund and Returns Policy
Effective Date: October, 2025.
At Nidal Sells Ltd, we are committed to customer satisfaction and product integrity. As a premium eCommerce retailer of Apple iPhones, Android smartphones, and premium earbuds in the United Kingdom, we aim to provide every customer with a risk-free shopping experience. This long-form refund and return policy is a transparent, legally compliant document that ensures both your rights and our processes are clearly understood.
We comply fully with the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and all other applicable UK eCommerce and consumer protection laws.
1. Contact Information
Nidal Sells Ltd
Registered Office: 55 Cannington Road, Romford, Essex, England, RM9 4BE
Email: info@nidalsells.co.uk
Customer Service Hours: Monday–Friday, 9 am–5 pm (excluding UK public holidays)
We recommend contacting our support team before initiating a return or requesting a refund so we can guide you through the process and ensure a smoother experience.
2. Right to Cancel – 14-Day Cooling-Off Period
In accordance with the Consumer Contracts Regulations 2013, you have the legal right to cancel your online order within 14 calendar days from the day you receive your goods.
To cancel under this provision:
- Notify us in writing (email is acceptable) within 14 days
- Clearly state your intention to cancel your order
- Ensure the item is returned to us within 14 days of notifying us
We will refund:
- The full purchase price
- The standard delivery charge (not including Express/Next-Day delivery premiums)
Example: If you purchase a mobile phone with Next-Day delivery and decide to cancel, we will refund the cost of the phone and standard delivery only.
You do not have to give a reason for cancelling within this window, but we welcome your feedback.
3. General Return Eligibility
To be eligible for a return (for cancellation, fault, or change of mind), your item must meet the following conditions:
- Be unused and in brand-new condition
- Be returned in original manufacturer packaging (including inner sleeves and protective films)
- Include all original items such as charging cables, manuals, SIM tools, warranty cards, etc.
- Be accompanied by any promotional items received with the product (e.g., free earbuds, cases)
- Be returned within the relevant timeframe from the date of delivery
Returns that arrive damaged, altered, or missing parts may be rejected or subject to deductions.
4. Non-Returnable Items
Certain goods cannot be returned unless they arrive faulty or are proven not as described. These include:
- Personalised/customised products
- Sealed audio items, such as earbuds or headphones, once opened
- Software or licenses once unsealed or activated
- Hygiene-sensitive items (e.g., in-ear devices or screen protectors)
- Items that have been registered with a manufacturer and cannot be resold
If you are unsure whether your item qualifies, please contact our support team before opening or using the item.
5. Faulty, Incorrect or Damaged Goods
If your item is faulty, damaged on arrival, or different from what you ordered, we will act promptly to resolve the issue. You must notify us within 48 hours of delivery. We may ask for:
- Photographic or video evidence
- IMEI, serial number, or order number
- A description of the issue in as much detail as possible
Where appropriate, we will offer:
- A full refund
- A replacement of the same or equivalent item
- A repair through the manufacturer’s warranty (if available)
In such cases, return postage will be paid by Nidal Sells Ltd, and a label may be emailed to you.
6. Step-by-Step Return Process
To return an item:
- Email us with your order number, reason for return, and any supporting evidence.
- Our support team will send return instructions and authorisation.
- Pack the item carefully with all original contents.
- Include a printed or handwritten note with your name, order number, and return reason.
- Send the item to our returns address using a trackable, insured courier service.
We strongly advise you to keep a copy of the tracking receipt until your return is processed.
7. Who Pays for Return Shipping?
- Change of mind: You are responsible for return postage.
- Faulty or incorrect items: We cover return postage.
- Exchanges: You pay the return cost; we cover the outbound cost of the exchanged item.
We are not liable for lost or damaged returns that were not sent using tracked or insured postage.
8. Processing Refunds
Once we receive your return, we:
- Inspect the product for signs of use, damage, or missing parts
- Verify the return reason and approval
- Process your refund to the original payment method
Refund Timeline:
- 1–3 business days to inspect and approve the return
- 5–10 business days for the payment provider to process the refund
- Up to 14 business days total to reflect in your account
You will be notified by email once the refund is initiated.
9. Exchange Policy
If you’d like to exchange your item:
- The item must meet all return eligibility requirements
- Exchanges are subject to stock availability
- We will only dispatch the replacement once the original item has been received and approved
If the replacement is more expensive, we will send a payment link for the difference. If less, the difference will be refunded.
10. Post-14-Day Warranty Returns
If your item becomes faulty after the 14-day return window but within the warranty period:
- Contact us with photos, fault description, and order number
- We will coordinate with the manufacturer or process the warranty in-house if applicable
Depending on the fault and timeline, we may offer:
- A free repair or replacement
- Store credit
- A partial refund based on item usage or depreciation
11. Restocking and Handling Fees
In certain situations, a restocking fee of up to 20% may be deducted. These situations include:
- Opened items returned without a valid fault
- Returns missing accessories or packaging
- Signs of wear, tampering, or user-inflicted damage
We will inform you in advance if a fee applies.
12. Undeliverable & Refused Orders
If an order is returned to us due to:
- Incorrect or incomplete delivery address
- The customer is unavailable to accept delivery
- Customer refusal to accept the parcel
We reserve the right to deduct original shipping and return costs from your refund.
13. Chargebacks & Return Abuse Policy
Nidal Sells Ltd monitors for fraudulent chargebacks and return abuse. Activities considered abusive include:
- Filing chargebacks while the return is in progress
- Returning different products than what was purchased
- Using the product and attempting to return it after prolonged use
In such cases, we may:
- Block future purchases
- Suspend or ban customer accounts
- Pursue legal action for damages
14. Resolving Disputes
If you’re unhappy with our handling of a return or refund:
- Email our management team for escalation
- Use the Retail ADR Scheme (Alternative Dispute Resolution)
- Submit a complaint to Trading Standards or Citizens Advice
We strive to settle all disputes in a respectful, timely, and mutually beneficial way.
15. Your Statutory Rights
Nothing in this policy affects your statutory consumer rights. You are entitled to:
- Receive goods as described, of satisfactory quality, and fit for purpose
- Request a refund, repair, or replacement for faulty items within reasonable timeframes
16. Updates to This Policy
We may revise this Refund & Return Policy to reflect:
- Changes in UK law or consumer regulations
- Updates to our internal processes
- Expansion of our product categories or services
When changes are made, the new version will be posted on this page with a revised effective date.
17. Need Help?
For any questions, return authorisations, or assistance:
Nidal Sells Ltd
55 Cannington Road, Romford, Essex, England, RM9 4BE
Email: info@nidalsells.co.uk
Our friendly support team is here to ensure your buying experience is smooth, honest, and satisfactory.
Thank you for trusting Nidal Sells Ltd UK, your modern, customer-first, trusted UK Apple store and go-to source to buy Android phones online with complete peace of mind.
