Nikwax UK Returns Policy & Returns Process

1. Overview

At Nikwax, we want you to be satisfied with your purchase. This Returns Policy explains when and how you can return items purchased from our UK e-commerce store, what costs apply, and how refunds are handled.

This policy applies only to purchases made directly through nikwax.com/en-gb and does not affect your statutory rights under UK consumer law.

2. Eligibility for Returns

2.1 Faulty or Damaged Goods

If the item you receive is faulty, damaged, or incorrect, Nikwax will:

  • Accept the return, and
  • Provide a full refund, including the cost of standard return postage.

Faulty or damaged items must be reported to our Customer Services Team before being returned.

2.2 Returns for Other Reasons

If you wish to return an item for any reason other than a fault or damage (for example, you no longer need the item or ordered it in error):

  • The item must be unused, unopened, and in its original packaging
  • Return postage costs are the responsibility of the customer
  • A refund will be issued for the product price only (excluding original delivery charges, unless required by law).

3. Timeframes

  • Returns must be requested within 30 days of receiving your order
  • Returned items should be sent back within 14 days of approval from Customer Services

We may not be able to accept returns received outside these timeframes.

4. How to Return an Item

All returns must be approved by Nikwax Customer Services before being sent.

Step 1: Contact Customer Services

Before returning any item, please contact Nikwax Customer Services enquiries@nikwax.co.uk and provide

  • Your order reference number
  • The item(s) you wish to return
  • The reason for the return
  • Photos (if the item is faulty or damaged)

Customer Services will confirm whether your return is approved and provide return instructions.

Step 2: Prepare Your Return

When sending your return:

  • Include a copy of your order confirmation or clearly write your order reference number inside the parcel
  • Ensure items are securely packaged to prevent damage in transit

Returns received without an order reference may be delayed or rejected.

Step 3: Send the Item Back

  • For faulty or damaged goods, Customer Services will advise on return postage
  • For all other returns, customers are responsible for return shipping costs
  • We recommend using a tracked postal service, as Nikwax cannot be responsible for items lost in transit

5. Refunds

  • Refunds will be processed once the returned item has been received and inspected
  • Approved refunds will be issued to the original payment method
  • Please allow up to 10 working days for the refund to appear in your account after processing

If an item is returned and found not to be faulty or damaged, Nikwax reserves the right to deduct return postage or decline the refund.

6. Non-Returnable Items

We reserve the right to refuse returns for:

  • Items that have been opened, used, or partially used (unless faulty)
  • Items returned without prior contact with Customer Services
  • Items damaged due to misuse or improper storage

7. Contact Us

For all return requests or questions about this policy, please contact:

Nikwax Customer Services

enquiries@nikwax.co.uk

Or call us directly on 01892 786400

8. Policy Updates

Nikwax reserves the right to update or amend this Returns Policy at any time. Any changes will be published on nikwax.com/en-gb.