Widerrufsrecht

Return Policy

 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Returns are only accepted in the following circumstances:

  • The item is faulty

  • The item arrives damaged

  • An incorrect item was sent in error

This is in line with your statutory rights under the UK Consumer Rights Act 2015.

 

 

Change of Mind & Non-Fault Returns

 

Because  Nulu pieces are produced in small, limited batches and are primarily intended for kitchen and food-preparation use, we are unable to accept returns for change of mind once an order has been placed, unless the item is returned unused, in its original condition and packaging, and has only been handled to the extent reasonably necessary to inspect it. We do not offer returns or refunds for undamaged items that are as described, unless required by law (for example under the Consumer Contracts Regulations where customers have cancellation rights). 


Handling that goes beyond this including use, washing, or removal from protective packaging makes the item ineligible for return, in accordance with UK Consumer Contracts Regulations.

 

Natural Variations & Cosmetic Marks

 

Our boards are made in small production runs using recycled materials. As a result, minor surface marks, subtle texture variations, or light cosmetic inconsistencies may occasionally occur.

These are a normal part of the manufacturing process and the characterictic of the product, do not affect durability or performance, and are not considered faults under UK consumer law.

 

 

Hygiene & Use Considerations

 


For hygiene and safety reasons, items that have been used, washed, or come into contact with food cannot be returned, unless they are found to be faulty.


Returned items must be:

 

  • Unused

  • Unwashed

  • Free from marks, damage, or wear

  • Returned in original packaging

 


We reserve the right to refuse a refund where returned items show signs of use or handling beyond what is necessary to establish their nature and characteristics.


To start a return, contact us at contact@houseofnulu.com. Returns must be approved in advance and sent to the address provided once your return request is accepted. Items sent back to us without prior approval will not be accepted.


Once your return is approved, we’ll email you a return shipping label along with instructions on how to send your item back.

 

We hope you love your Nulu pieces. Each board is crafted with care and attention to detail. However, we understand that sometimes things don’t work out as planned.


As a small independent business, returns involve genuine handling, inspection, and processing costs. In terms of exceptions made to any of the policy above, the following deductions may apply to approved returns:

To remain sustainable while offering flexibility, the following applies:

 

  • A return handling deduction of up to £9 may be applied to refunds

  • An additional deduction of  10%  made to reflect any resocking costs resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the item, in line with UK consumer regulations 

  • Deductions will never exceed what is reasonably required to cover inspection, repackaging, and processing

 

Returned items must be unused, in original condition, and sent back within 14 days of delivery. House of Nulu reserves the right to decline a refund if the returned item arrives used, damaged, or not in its original condition.


Original shipping costs are non-refundable. Final sale items are non-returnable and non-refundable.


Refunds are processed once the returned item has been received and inspected.

 

 

International Orders

 

At this time, we do not accept returns or offer refunds for orders shipped outside of the UK, unless the item arrives damaged, faulty, or incorrect.

 

 

Damages and Issues

 

If your Nulu board arrives significantly damaged, faulty, or incorrect, please contact us at contact@houseofnulu.com within 48 hours of receiving your order. We’ll guide you through the next steps to ensure the issue is resolved promptly.

 

 

Non-Returnable Items

 

We do not accept returns on sale items or gift cards.


If you have any questions about your item before purchasing, feel free to reach out to us at contact@houseofnulu.com.

 

 

Exchanges

 

We do not offer direct exchanges. The fastest way to get what you want is to return the item for a refund or store credit and place a new order separately.

 

 

Refunds

 

We’ll notify you once your return has been received and inspected. If approved, your refund will be processed to your original payment method within 10 business days.


Please note that it may take additional time for your bank or credit card provider to process and post the refund.


If more than 15 business days have passed since your refund was approved, contact us at contact@houseofnulu.com.

 

 

Customs, Duties & Taxes

 

International orders are shipped on a Delivery Duty Unpaid (DDU) basis. You may be responsible for customs duties, taxes, or handling fees upon delivery. These charges are not included in your order total or shipping cost.


We recommend checking with your local customs office for more information.


For international orders, we take all reasonable steps on our end to ensure shipments are processed in a way that may help minimise customs duties where possible. Any customs fees, import taxes, or charges applied by local authorities are outside our control and remain the responsibility of the recipient.