Refund policy

Nisaiyyah Ltd – Returns & Refunds Policy

Last Updated: 17 December 2025

At Nisaiyyah Ltd, we want you to be happy with your purchase. This policy explains your rights and our obligations under UK consumer law, including how we handle returns, refunds, and faulty items.

This policy does not affect your statutory rights.

1. Your Right to Cancel 

If you purchase from us online, you have the right to cancel your order within 14 days starting from the day after you receive your item, without giving any reason.

To exercise your right to cancel, you must inform us of your decision by sending a clear statement (for example, by email).

Once you have told us you wish to cancel, you then have a further 14 days to return the item to us.

2. Refunds for Cancelled Orders

If you cancel your order in line with the above:

  • We will issue your refund within 14 days of receiving the returned item, or 14 days of receiving evidence that it has been returned, whichever is sooner.
  • Refunds will be made using the same payment method you used for the original transaction.
  • The refund will include the cost of the item and the standard delivery charge (if applicable).
  • We do not refund any enhanced or express delivery options.

3. Return Postage Costs

  • Customers are responsible for the cost of returning items when cancelling an order due to a change of mind.
  • We will cover return postage costs where the item is faulty, damaged, or incorrect.

4. Exchanges

We do not currently offer direct exchanges.
If you would like a different item, size, or colour, please return the original item in accordance with this policy and place a new order.

5. Custom or Bespoke Items

Items that are made to order, personalised, or customised are exempt from the 14-day cancellation (change of mind) right.

This does not affect your statutory rights if the item is faulty, damaged, or not as described.

6. Condition of Returned Items

You may handle and try on items as you would in a physical shop, to check their fit, feel, and suitability.

However, if:

  • An item has been used beyond what is necessary to try it on, or
  • It is damaged, stained, washed, worn outside, or shows signs of excessive handling,

we may make a deduction from your refund to reflect any loss in value

7. Non-Returnable Items

The following items cannot be returned unless they are faulty, damaged, or not as described:

  • Custom or personalised items
  • Items clearly marked as non-returnable at the point of sale
  • Hygiene-sealed items where the seal has been broken after delivery

8. How to Return an Item

To return an item, please follow these steps:

  1. Email us at nisareturns@outlook.com to notify us of your return.
  2. We will provide return instructions and the return address.
  3. Return the item securely, ideally in its original packaging.
  4. Please include all original tags, labels, and accessories where possible.

The customer is responsible for the item until it reaches us. We recommend using a tracked postal service.

9. Contact Us

If you have any questions about returns, refunds, or cancellations, please contact us:

Email: nisareturns@outlook.com
Business Name: Nisaiyyah Ltd
Registered Address: 128 City Road, London, EC1V 2NX

10. Model Cancellation Form

(Complete and return this form only if you wish to cancel the contract)

To:
Nisaiyyah Ltd
128 City Road
London
EC1V 2NX
United Kingdom
Email: nisareturns@outlook.com

I hereby give notice that I cancel my contract of sale for the following goods:

Order number: __________________________

Ordered on / Received on (delete as appropriate): __________________________

Name of consumer(s): __________________________

Address of consumer(s): __________________________

Signature of consumer(s) (only if this form is sent by post): __________________________

Date: __________________________

You don’t have to use this form, it is an example, an email with all relevant information will suffice.