Refunds & Returns
Your right to cancel
At Nash Packs, every pack is handmade to order with care, attention to detail and a passion for the outdoors. Because my products are individually manufactured to your specifications, my refunds and returns policy differs slightly from that of retailers selling off-the-shelf products.
I want you to be completely happy with your purchase, so please take a moment to read this information before placing an order.
1. Order Cancellations
I understand that sometimes plans change.
You may cancel your order and receive a full refund within 7 calendar days of placing your order, provided manufacture of your pack has not yet begun.
Once manufacture has commenced, your order can no longer be cancelled for a change-of-mind refund.
To request a cancellation, please email support@nashpacks.co.uk with your order number and cancellation request.
If your cancellation meets the conditions above, I will arrange a full refund to your original payment method.
2. Bespoke & Made-to-Order Products
All Nash Packs products are individually handmade to order. Where a product is made to your personal specifications or is clearly personalised, once manufacture has begun, I am unable to accept returns or provide refunds simply because you have changed your mind, ordered the wrong size or no longer require the product.
Please ensure you have selected the correct size, specifications and options before completing your purchase.
This policy does not affect your statutory consumer rights.
3. Faulty or Defective Products
I take great pride in the quality and craftsmanship of my packs. However, if something isn't quite right, I want to know about it. If you believe your Nash Packs product is faulty or defective, please contact me at: support@nashpacks.co.uk
Please include:
Your order number.
A description of the issue.
Photographs showing the suspected fault, where possible.
I will review your concerns and discuss the available options with you. Depending on the circumstances and your statutory rights, these may include:
A replacement product.
A repair, where appropriate.
A full or partial refund.
Where a full refund is required under UK consumer law, this will include the applicable original standard delivery charges. Your statutory rights will always take precedence over this policy.
4. Shipping & Return Costs
For cancellations accepted under Section 1, a full refund will be provided, including any shipping charges paid. For any other discretionary return or refund agreed outside your statutory rights:
Original shipping charges are non-refundable unless otherwise agreed.
Taxes, duties and import charges are non-refundable unless otherwise agreed.
Return shipping costs are the responsibility of the buyer.
Where an item is confirmed to be faulty and a return is required, I will cover reasonable return shipping costs where agreed.
Please contact me before returning any product so I can provide appropriate instructions.
5. Refund Processing
Once a refund has been approved, it will be issued to the original payment method used when placing your order. Please allow up to 14 calendar days for your refund to be processed, subject to applicable statutory refund deadlines. The time taken for funds to appear in your account may vary depending on your bank or payment provider.
6. General Wear & Tear
My packs are designed for adventures, and adventures inevitably leave their mark. Normal wear and tear, accidental damage, misuse, improper care or damage caused by modifications are not considered manufacturing defects.
7. Contact Me
If you have any questions about your order, need help choosing the right pack or wish to discuss a potential return, please get in touch.
Email: support@nashpacks.co.uk