Returns
Peace of Mind
We want you to be completely confident in your purchase. Please take a moment to inspect your items upon delivery and let the driver know of any concerns right away.
If you’re unable to check the items at the time of delivery, don’t worry, just contact us in writing within 48 hours of receiving your order if anything is incorrect, incomplete, or damaged. Our team will be happy to help resolve the issue quickly.
Cooling-Off Period
We understand that sometimes you may change your mind. You have 14 days from the date of delivery to let us know if you’d like to return your order. Once you’ve notified us, you’ll have another 14 days to send the items back.⚠️ To qualify for a return, items must be unused, in their original packaging, and in the same condition as when received. Please avoid writing directly on or damaging the packaging. If reboxing is required, a reboxing fee will apply depending on the size of the packaging.
How to Return
To make things easy, simply contact us at at clientservices@nosa.co.uk or call 020 3750 1110 to obtain return approval.
Customers are responsible for return shipping costs unless the item is confirmed as faulty or there has been an error on our part.
We can organise a convenient collection service at cost price. We’ll confirm the fee before arranging a collection. Please note that we allow one collection attempt and two delivery attempts; any additional attempts may incur extra charges.
Refunds
All refunds will be processed back onto the original payment method within 3–7 working days. While we aim to complete all refunds within this timeframe, please allow up to a further 14 working days for funds to appear in your account, depending on your bank or payment provider.Packaging Requirements
All shower enclosures, trays, and large mirrors are delivered on an A-Frame for safe transport. If you’d like to return or exchange these items, please keep the A-Frame, as it must be used again to secure the goods during return.If your order was delivered on a pallet, please ensure the pallet is kept for collection should you decide to return the item, as it will be needed to safely transport the goods back to us.
If the A-Frame or pallet isn’t available, you’ll need to arrange your own return via a suitable courier, who will then be responsible for ensuring the goods are safely returned to us. We recommend all customers return goods using a fully insured service to protect against loss or damage. If goods are damaged in transit when being returned, we will unfortunately be unable to offer a refund.
Under the Consumer Rights Act, you’re legally entitled to reject goods that are unsatisfactory, unfit for purpose, or not as described. This right must be exercised within 30 days of delivery to receive a full refund or exchange.
We’re here to help every step of the way. By placing an order with us, you agree to our Returns Policy — but rest assured, our friendly Client Services team is always on hand to make sure your experience with Nôsa is smooth, transparent, and stress-free.