Last updated: October 2026
At Nexus Collectables, we want you to be happy with your purchase. This policy explains how to request a return, report a problem and receive a refund.
30-Day Returns
You may notify us that you wish to return an eligible item within 30 calendar days of receiving it.
For change-of-mind requests made after the statutory cancellation period, items must be unused, complete and in their original condition, with their original packaging.
Please provide your order number or other proof of purchase. Once you have notified us, send the item back within 14 days.
Your Right to Cancel an Online Purchase
For most online purchases, you have a statutory right to cancel without giving a reason within 14 days after receiving your goods. You then have a further 14 days to return them.
During this statutory period, you may inspect an item as you would in a shop. Original packaging is helpful but is not a condition of exercising your statutory rights.
We may make a proportionate deduction for any loss in value caused by handling beyond what is necessary to establish the item’s nature, characteristics and functioning.
How to Request a Return
Email contact@nexuscollectables.co.uk with:
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Your name.
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Your order number or other proof of purchase.
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The item you wish to return.
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Details of any fault or delivery error, where relevant.
You do not need to provide a reason when exercising your statutory cancellation right.
We will provide return instructions and confirm the return address. Please contact us before posting an item so we can direct it correctly. This process does not make your statutory cancellation rights dependent on our approval.
Return Postage
Change of mind: You are responsible for the direct cost of returning the item.
Faulty, damaged or incorrectly supplied items: We will cover reasonable return postage costs or arrange collection where required. Contact us before paying for postage so we can organise a suitable method.
Pack items securely and retain proof of postage. Tracked delivery is recommended for valuable items.
Faulty, Damaged or Incorrect Items
If an item arrives faulty, damaged or different from its description, please contact us promptly with your order details and a description of the issue. Photographs may help us assess the problem.
You normally have a short-term right to reject faulty goods within 30 days of delivery for a refund. After that period, you may be entitled to a repair or replacement and, in appropriate circumstances, a price reduction or refund.
These rights can continue beyond our voluntary 30-day return period. Original packaging is not required to exercise rights relating to faulty goods.
Exceptions to Change-of-Mind Returns
Statutory cancellation exceptions may apply to:
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Items made to your specifications or clearly personalised.
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Sealed goods unsuitable for return for health protection or hygiene reasons once unsealed.
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Sealed audio, video recordings or computer software once unsealed.
These exceptions do not remove your rights where goods are faulty or not as described.
Sale and discounted items have the same statutory rights as full-price items. Opening ordinary toy packaging does not automatically remove your statutory cancellation right, although excessive handling may reduce the refund where legally permitted.
Refunds
We will inspect returned items and confirm the refund details by email.
For statutory cancellations, we will issue your refund without undue delay and within 14 days of receiving the goods back or receiving evidence that you have sent them back, whichever is earlier.
For returns under our additional 30-day policy, we will issue an eligible refund within 14 days of receiving the returned item.
Refunds are made to the original payment method unless another method is expressly agreed, without a refund processing fee. Your payment provider may take additional time to display the funds.
Original Delivery Charges
When you exercise your statutory right to cancel an entire order, we refund the basic outbound delivery cost.
If you chose a more expensive delivery service, we only need to refund the cost of the least expensive standard delivery option offered. Where free Economy Shipping was available, the additional charge for a faster service is not normally refundable for a change-of-mind cancellation.
For change-of-mind requests made outside the statutory cancellation period, original delivery charges are not refundable.
Faulty or incorrectly supplied goods are handled in accordance with your statutory rights.
Exchanges
Please contact us if you would like an exchange. Availability depends on stock. If an exchange is unavailable, we will explain the applicable return and refund options.
Cancelling Before Dispatch
Contact us as soon as possible if you wish to cancel an order before dispatch.
If the parcel has already been dispatched, you may still exercise any applicable cancellation right and follow the return process.
Your Statutory Rights
Nothing in this policy limits or excludes your rights under applicable UK consumer protection law.
Contact Us
Nexus Collectables
Tony Cook Garden & Aquatic Centre
Skirlaugh, Hull HU11 5AH
United Kingdom
Phone: +44 1964 562413
Email: contact@nexuscollectables.co.uk
Website: nexuscollectables.co.uk
Please contact us to confirm return instructions before sending goods to this address.