Refund policy

Returns & Refunds

We want you to love your VacuumNest order. If something isn't right, here's how returns work. This policy covers orders delivered in the UK and doesn't affect your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Changed your mind? You have 14 days

You can cancel your order for any reason within 14 days of the day you receive it. Just let us know. You then have a further 14 days to send the item back.

• Pack the item securely and include all parts, accessories and manuals.
• You're welcome to unbox and inspect the item as you would in a shop. If it has been used beyond that (for example, dirt in the bin, used filters or mop pads), we may reduce your refund to reflect the loss in value.
• Keep your proof of postage until your refund arrives.

Free return postage

We cover return postage on eligible UK returns. Contact us first and we'll send you the return address and instructions. For larger items such as robot vacuums with base stations, please get in touch before booking a courier so we can arrange the best option.

Your refund

We'll refund you to your original payment method within 14 days of receiving the item back, or of receiving proof that you've sent it, whichever comes first. Your bank may take a few extra days to show the money.

If you cancel your whole order, we'll also refund the standard delivery charge you paid. If you chose a more expensive delivery option, we refund up to the cost of standard delivery.

Faulty, damaged or wrong item

If your item arrives damaged, develops a fault, or isn't what you ordered, contact us with a description of the problem and photos if you can. We'll cover reasonable return costs and arrange a repair, replacement or refund in line with your legal rights. These rights continue beyond the 14-day cancellation period.

Manufacturer warranty

Many products also come with a manufacturer's warranty (some need registration with the brand). This is in addition to your statutory rights.

How to start a return

Email contact@vacuumnest.shop or use our contact form. Tell us the item and your order number, and we'll reply with return instructions. Please don't post anything until you've received our return address.