When items can be returned, and how we handle faults and refunds.
Last updated: 18 October 2026
We want you to be happy with your order. Because our profiles are made and finished to order, this policy explains when items can and cannot be returned, and how we handle anything that arrives faulty.
Almost everything we sell is made to order — cut to your chosen length and, in many cases, finished or colour-matched specifically for you.
Under the Consumer Contracts Regulations 2013, goods that are made to your specification or personalised are exempt from the usual 14-day right to cancel. This means cut-to-length and bespoke-colour items cannot be returned or refunded simply because you have changed your mind. Please order carefully and request a sample first if colour is important.
If you need to change or cancel an order, contact us as soon as possible at hello@thenosingco.co.uk. If we have not yet started making your item we will do our best to amend or cancel it. Once production has begun we may not be able to, as the work is made specifically for you.
Your statutory rights under the Consumer Rights Act 2015 always apply. If your order arrives faulty, damaged or not what you ordered, we will repair it, replace it or refund you.
Please check your order on arrival and tell us within 7 days of receiving your goods. Email hello@thenosingco.co.uk with your order number and clear photos of the issue, and we will sort it out quickly.
Natural variation in colour, grain and finish — including any difference between the colour shown on screen and the item you receive — is normal for made-to-order and colour-matched products and is not treated as a fault. If colour is important, please request a physical sample before ordering.
Where a refund is due, we refund to your original payment method, normally within 14 days of agreeing the refund or receiving the item back. Delivery charges are refunded where an item is faulty or incorrect, but are not otherwise refundable.
Please do not send anything back before contacting us — we will confirm whether a return is needed and give you the return address. Where an item is faulty, damaged or incorrect, we cover the cost of return; in other cases return postage is at your own cost.
Nothing in this policy affects your legal rights as a consumer. For free, impartial advice you can contact Citizens Advice.
Any questions about returns or refunds? Email hello@thenosingco.co.uk and we will be glad to help.