Refund Policy
We aim to be clear and transparent so customers can place an order with confidence. The information below explains how returns, refunds, and cancellations are handled in line with UK and European consumer regulations.
14-DAY RETURNS PERIOD
Under UK consumer law, customers have 14 days from the date of delivery to request a return for eligible items.
Requests made outside of this 14-day period cannot be accepted. We do not offer extended returns at any time. This policy is applied consistently and fairly across all orders.
FAIR USE OF OUR RETURNS POLICY
All requests are reviewed and handled strictly in line with the policy set out on this page. We’re unable to make exceptions outside of these terms. This ensures a fair and consistent approach for all customers.
RETURN SHIPPING
Where a return is approved within the applicable returns period, the customer is responsible for the cost of return shipping.
We strongly recommend using a tracked and insured postal service. Items remain the customer’s responsibility until they are received by us, and we’re unable to accept responsibility for items lost or damaged in transit.
Any postage paid at the time of order for shipping upgrades or expedited delivery services is non-refundable.
PERSONALISED & ENGRAVED ITEMS
Items that have been personalised, engraved, or customised to order are made specifically for the customer and are not eligible for return, refund, or exchange once the order has been placed.
This includes, but is not limited to our NANO™ ID service. Please ensure all personalisation details are reviewed carefully before confirming your order.
DAMAGES & ISSUES
Please inspect your order upon delivery and contact us as soon as reasonably possible if there is an issue.
Requests raised significantly after delivery may be difficult to assess. To allow us to review a request properly, clear details and supporting information may be required. Any review will be conducted in line with applicable consumer law.
EXCHANGES
We do not offer exchanges.
If an item is eligible for return within the applicable returns period, a refund may be issued once the item has been received and inspected. A new order can then be placed if desired. This approach ensures consistency and fairness for all customers.
EUROPEAN UNION CUSTOMERS
For customers located within the European Union, the right to cancel applies for 14 days from the date of delivery, in accordance with EU consumer regulations.
This right applies only where the request is made within the 14-day period. Once this period has passed, cancellations, refunds, or returns cannot be accepted. Extended return periods are not offered.
REFUND PROCESSING
Once a returned item has been received and inspected, we’ll notify you whether a refund has been approved.
Approved refunds will be processed to the original payment method within 14 business days. Please note that additional time may be required for your bank or card provider to process and post the refund to your account.
If more than 21 business days have passed since your return was approved and you haven’t received your refund, please contact us at returns@nanowallets.store.
BUSINESS INFORMATION
To request a return, please contact us at returns@nanowallets.store.
Returns must be requested and approved in advance.
Please note that approved returns need shipping to the following address:
NANO™ Wallets
10 Baker Oats Drive
Wrecclesham
Farnham
Surrey
GU10 4DT
United Kingdom
Items sent without prior approval may not be accepted.
We endeavour to reply to all emails within one business day.
POLICY APPLICATION
All policies are applied to ensure the same standard for every customer.
If you have any general questions prior to placing an order, our support team is always happy to help.
