Returns & Refund Policy

Last updated: 16 August 2026

At NXTFlow Supplies, we want you to be happy with your purchase. This Returns & Refund Policy explains how to return an item, cancel an online order, and what to do if an item arrives faulty, damaged or incorrect.

Nothing in this policy affects your statutory rights.

30-Day Returns Policy

In addition to your statutory rights, we offer a 30-day returns policy on eligible products.

You have 30 days from the date you receive your order to request a return.

For returns made under our voluntary 30-day returns policy, items must:

• be unused and uninstalled;
• be in a clean and resalable condition;
• include all parts, accessories and instructions supplied with the product;
• be in their original packaging where reasonably possible; and
• be accompanied by proof of purchase or your order number.

Different conditions apply where you are exercising your statutory cancellation rights during the 14-day cancellation period, as explained below.

To request a return, please contact:

Email: info@nxtflowsupplies.co.uk

Please include your order number and details of the item you wish to return.

We will provide return instructions and, where appropriate, the correct return address or return label.

Please contact us before sending goods back so that we can process your return correctly. This does not affect your statutory rights.

UK Consumer Right to Cancel Online Orders

If you are purchasing as a consumer, you normally have the legal right to cancel an online order without giving a reason.

You must tell us that you wish to cancel within 14 days after the day you receive your goods.

If your order contains multiple items delivered separately, the cancellation period normally starts after you receive the final item.

After telling us that you wish to cancel, you must send the goods back within a further 14 days.

To cancel your order, email:

info@nxtflowsupplies.co.uk

Please include your name, order number and a clear statement that you wish to cancel your order.

During the statutory cancellation period, you may inspect and handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in much the same way as you would be able to inspect an item in a shop.

If the value of the goods has been reduced because they have been handled beyond what is reasonably necessary, we may make an appropriate deduction from the refund where permitted by law.

Return Postage

Change-of-mind returns

If you are returning an item because you have changed your mind or ordered the wrong product, you are responsible for the direct cost of returning the goods unless we agree otherwise.

We strongly recommend using an insured and trackable delivery service. You remain responsible for the goods until they are received by us.

Faulty, damaged or incorrect goods

If an item is faulty, damaged when delivered, or we have sent you the wrong product, please contact us before returning it.

Where the return is our responsibility, we will provide appropriate return instructions and will cover reasonable return costs.

Faulty Products

All goods supplied by NXTFlow Supplies must meet the standards required by applicable UK consumer law.

If a product is faulty, not as described or not fit for its intended purpose, you may have a legal right to a refund, repair or replacement depending on the circumstances and how long you have had the product.

Where the legal short-term right to reject applies, consumers may have the right to reject faulty goods within 30 days.

Please contact us as soon as reasonably possible if you believe an item is faulty.

Email info@nxtflowsupplies.co.uk with:

• your order number;
• the product concerned;
• a description of the fault; and
• photographs or video of the problem where this would help us assess the issue.

We may ask for the product to be returned for inspection.

Please do not dispose of a product that you believe to be faulty until we have advised you what to do, as we may need to inspect it or arrange its return.

Your statutory rights are not affected by any manufacturer's warranty.

Damaged or Incorrect Orders

Please inspect your order when it arrives.

If your parcel or products appear damaged, or if you receive an incorrect item, please contact us as soon as reasonably possible so that we can resolve the issue.

Where possible, please provide photographs of:

• the damaged item;
• the outer packaging;
• the delivery label; and
• any visible damage to the parcel.

Reporting delivery damage promptly helps us investigate the issue with the carrier, but failure to report it immediately does not remove any statutory rights you may have.

Items That Cannot Be Returned

Certain products may be excluded from change-of-mind returns where permitted by law.

These can include:

• goods made to your specifications or clearly personalised;
• goods that are liable to deteriorate or expire rapidly;
• sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken; and
• goods which, after delivery, have become inseparably mixed with other items.

Under our voluntary 30-day returns policy, we may also be unable to accept products that have been installed, used, altered or damaged after delivery, unless they are being returned because of a fault or another statutory right applies.

Opened or partly used consumables, sealants, compounds, chemicals and similar products may not qualify for our voluntary change-of-mind return policy where they can no longer reasonably be resold.

This does not affect your statutory rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

Chemicals, Liquids and Restricted Products

Some chemicals, liquids, aerosols or other products may be subject to courier or transport restrictions.

Please do not return these products without contacting us first.

We will advise you on an appropriate return method where a return is available.

Transport restrictions do not remove any statutory rights that you may have.

Sale and Clearance Items

Sale and clearance products have the same statutory consumer rights as products purchased at full price.

Eligible sale items may also be returned under our 30-day voluntary returns policy provided they meet the conditions set out above.

Where a clearance, discontinued or specially discounted product has different voluntary return conditions, these will be clearly stated before purchase.

This does not affect your statutory rights.

Gift Cards

Gift cards are generally non-refundable except where a refund is required by law.

Exchanges

We do not normally process direct exchanges.

If you wish to purchase a different product, the quickest method is usually to return the original eligible item for a refund and place a new order for the replacement product.

If we have supplied an incorrect or faulty product, please contact us and we will advise you of the appropriate replacement or return process.

Refunds

Once we receive your return, we will inspect it and process the refund where applicable.

Refunds will normally be made to the same payment method used for the original purchase, unless otherwise agreed.

For a valid statutory cancellation of an online consumer order, we will issue any refund due without undue delay and within the time limits required by law.

Where applicable, this includes the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, such as an upgraded or express service, we are not required to refund the additional amount above our standard delivery charge.

For returns made only under our additional 30-day voluntary returns policy, original delivery charges are not normally refundable unless we state otherwise or the law requires us to refund them.

After we issue your refund, your bank, card provider or payment provider may take additional time to show the funds in your account.

If you believe a refund has not arrived after a reasonable period, please contact us at info@nxtflowsupplies.co.uk.

Trade and Business Customers

Statutory consumer cancellation rights apply to consumers and do not generally apply where goods are purchased wholly or mainly for business purposes.

Our voluntary 30-day returns policy may still be available for eligible trade purchases, subject to the conditions set out in this policy and any separate terms agreed with the customer.

Nothing in this section limits any rights or remedies that a business customer may have in relation to goods that are defective or supplied in breach of contract.

Return Address

Unless we provide alternative instructions, authorised returns should be sent to:

NXTFlow Supplies
65 Orton Avenue
Sutton Coldfield
B76 1JJ
United Kingdom

Please contact us before returning an item so that we can provide the correct return instructions.

Contact Us

If you have any questions about a return, refund or faulty product, please contact us:

NXTFlow Supplies
Email: info@nxtflowsupplies.co.uk

We aim to deal with returns fairly and promptly.

Nothing in this Returns & Refund Policy is intended to exclude, restrict or reduce any rights you have under applicable UK consumer law.