Refund Policy

1. Overview

This Refund Policy explains your rights to cancel an order, return products and obtain a refund or other remedy when you buy from NAM NAM LONDON LTD (“we”, “us” or “our”). It forms part of our Terms of Sale.

This policy is in addition to, and does not affect, your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Your right to cancel (change of mind)

If you are a consumer buying online, you have the legal right to cancel your order within 14 days without giving any reason. This is known as the “cooling-off period”.

2.1 When the cancellation period ends

• For most products, the cancellation period ends 14 days after the day on which you (or someone you nominate) receives the goods.
• Where your order is delivered in separate instalments over several days, the period ends 14 days after the day on which you receive the last instalment.

2.2 How to cancel

To cancel, you must inform us of your decision before the cancellation period ends. You can do this by sending a clear statement to us by email or post using the contact details in section 9. You may use the model cancellation form in section 10, but you do not have to.

2.3 Returning the goods

If you cancel, you must return the goods to us without undue delay and in any event within 14 days of telling us you wish to cancel. You are responsible for the cost of returning the goods unless they are faulty or not as described. We recommend you obtain proof of postage.

You may inspect and handle the goods as you would in a shop. However, if the value of the goods is reduced because you have handled them more than necessary, we may deduct an amount reflecting that loss in value from your refund.

3. Refunds for cancelled orders

If you cancel your order under section 2, we will refund the price you paid for the goods, including the standard delivery cost we charged you. If you chose a more expensive delivery option than our standard delivery, we will only refund the cost of the standard option.

We will make the refund without undue delay, and no later than 14 days after the day we receive the returned goods back, or (if earlier) 14 days after you provide evidence that you have returned the goods. If no goods were supplied, we will refund within 14 days of being informed of your decision to cancel.

We will make the refund using the same payment method you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.

4. Exceptions to the right to cancel

The right to cancel does not apply to certain types of product. Depending on what we supply, the cooling-off period may not apply to:

• Products that have been made to your specifications or are clearly personalised.
• Products that are liable to deteriorate or expire rapidly, such as perishable goods.
• Sealed products that are not suitable for return for health protection or hygiene reasons, if they have been unsealed after delivery.
• Sealed audio or video recordings or sealed software, if they have been unsealed after delivery.
• Products that have been inseparably mixed with other items after delivery.

These exceptions do not affect your rights if a product is faulty, damaged or not as described.

5. Faulty, damaged or misdescribed products

Separately from your right to cancel, the Consumer Rights Act 2015 gives you remedies if the products we supply are not of satisfactory quality, not fit for purpose, or not as described.

5.1 Within 30 days

If your product is faulty within 30 days of delivery, you have the right to reject it and receive a full refund.

5.2 After 30 days and up to six months

If a fault is discovered after 30 days but within six months of delivery, you are entitled to ask us to repair or replace the product. If a repair or replacement is unsuccessful, you may be entitled to a refund, which may be reduced to take account of the use you have had from the product.

5.3 After six months

After six months, you may still have rights, but you may be asked to demonstrate that the fault was present at the time of delivery.

Where products are faulty, damaged or not as described, we will also cover any reasonable cost you incur in returning them to us.

6. Non-faulty returns and exchanges

Outside the statutory cooling-off period, we may at our discretion offer returns or exchanges of unwanted products in re-saleable condition. Any such goodwill returns policy is in addition to, and does not limit, your statutory rights described above. Please contact us using the details in section 9 before returning any item under this section.

7. How to return a product

To return a product, please follow these steps:

• Contact us using the details in section 9 to tell us you wish to return an item and the reason for the return.
• Pack the product securely, including, where possible, the original packaging and any accessories.
• Return the product to the return address we provide, obtaining proof of postage.

Please do not return products to the registered office address unless we have specifically asked you to do so, as this may delay processing of your refund.

8. Orders placed through online marketplaces

If you purchased a product through a third-party online marketplace rather than directly from us, returns and refunds may also be subject to that marketplace’s own policies and procedures. In those cases, please follow the returns process provided by the marketplace. Your statutory rights as a consumer remain unaffected.

9. Contact us

To cancel an order, arrange a return, or ask a question about this Refund Policy, please contact:

• NAM NAM LONDON LTD
• 21 Knightsbridge, Business Centre, London, England, SW1X 7LY
• Email: info@namnamlondon.co.uk

10. Model cancellation form

You may use the wording below if you wish to cancel your order. Completing and returning this form is optional.

To: NAM NAM LONDON LTD, 21 Knightsbridge, Business Centre, London, England, SW1X 7LY

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Goods ordered: __________________________________________

Ordered on / received on: ________________________________

Order reference number: _________________________________

Name of consumer(s): ____________________________________

Address of consumer(s): __________________________________

Signature of consumer(s) (only if this form is sent on paper): ____________________

Date: _______________________