Refund & Returns Policy

We believe in straightforward, hassle-free returns. If you have a problem with your order, just get in touch and we'll sort it out. No unnecessary hoops to jump through.

As a UK consumer, you are protected by the Consumer Rights Act 2015 and, for online purchases, the Consumer Contracts Regulations 2013. These rights apply in addition to our own policy and are not limited by it.

• Goods must be of satisfactory quality, fit for purpose, and as described.
• If goods are faulty within 30 days of delivery, you have the right to a full refund.
• If goods develop a fault within 6 months, we must repair, replace, or refund — and we must prove the item was not faulty if we dispute the claim.
• For online orders, you have a 14-day cooling-off period from the day you receive the goods, during which you may cancel and return for any reason.

Most items purchased from NUGSM can be returned within 30 days of delivery, provided the following conditions are met:

The following items are non-returnable unless they arrive faulty or not as described:

• Opened tempered glass or screen protectors (unless faulty)
• Any part that has been installed, fitted, or used
• Custom or special-order parts
• Items damaged after delivery due to misuse or incorrect fitting
• Items returned more than 30 days after purchase without prior agreement
• Items not purchased from NUGSM

Please follow these steps to return an item. Do not send items back without contacting us first — unauthorised returns may cause delays.

Please report faulty or incorrect items within 30 days of delivery. Where possible, include a photo or short description of the fault when you contact us — this helps resolve things faster.

• Faults reported within 30 days — full refund or replacement at your choice.
• Faults reported between 30 days and 6 months — we will repair, replace, or refund after inspecting the item.
• Faults reported after 6 months — we may ask you to demonstrate the fault was present at the time of sale.

We test every item before sale, but if a fault develops after purchase we will always investigate fairly and work with you to reach the best outcome.

Once we receive your returned item and confirm it meets the return conditions, we'll process your refund as follows:

We'll send you a confirmation email once the refund has been processed. Bank processing times are outside our control and may vary.

If you'd prefer to exchange an item rather than receive a refund, we're happy to arrange this subject to stock availability. Please mention your preference when you contact us to begin a return.

• Exchanges are available for items returned in original, unused condition within 30 days.
• If the replacement item is higher in value, you'll be charged the difference.
• If the replacement item is lower in value, we'll refund the difference.
• If the item you want is out of stock, we'll offer a full refund instead.

Items can also be returned in person at our Worthing warehouse during opening hours. Please bring your order confirmation or proof of purchase.

• In-person returns are accepted within 30 days of purchase.
• Items must be in their original condition with all accessories.
• Refunds for in-person returns can be issued as cash, card refund, or trade account credit.
• No need to contact us in advance — just bring the item to the warehouse.

• Most parts carry a 12-month warranty against manufacturing defects from the date of delivery.
• If a part fails within warranty, we will repair, replace, or refund it at our discretion — including return postage.
• The warranty does not cover damage caused by incorrect fitting, misuse, or modification after installation.
• Please keep your order confirmation as proof of purchase for any warranty claim.

If you have any questions about this policy, need to start a return, or want to discuss a problem with your order, please get in touch — we're here to help.

This policy was last reviewed in June 2026 and is governed by the laws of England and Wales. Nothing in this policy affects your statutory rights as a UK consumer.