Refund Policy

Refund & Returns Policy

Last updated: May 2026

We want you to love Nudi Spray. If you don't, we're here to help. This page sets out our refund and returns policy in plain English, alongside your statutory rights as a UK consumer.

This policy applies to orders placed through www.nudispray.com by consumers in the United Kingdom.

1. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other UK consumer protection law. Where this policy gives you rights that go beyond the statutory minimum (for example, our 30-day Satisfaction Guarantee), those additional rights are offered on a goodwill basis.

2. Our 30-Day Satisfaction Guarantee ("Love it or your money back")

If you're not happy with your first order of Nudi Spray, you can return it to us within 30 days of delivery and we'll refund the price you paid for the product.

The guarantee covers:

  • First-time customers, on their first order of Nudi Spray.
  • The product price (original shipping costs are not refunded under this guarantee, but see Section 3 below for your statutory cooling-off right which does include standard outbound shipping).

To claim under the guarantee:

  1. Email us at hello@nudispray.com within 30 days of delivery, with your order number and a short note telling us why it didn't work for you (your feedback genuinely helps us improve).
  2. We'll reply with a returns address and confirmation.
  3. Return the product (even if partly used – that's fine under this guarantee) to the address provided.
  4. We'll refund the product price to your original payment method within 14 days of receiving the returned item, or within 14 days of you providing proof of postage, whichever is sooner.

Return postage under the goodwill guarantee is paid by the customer. We recommend using a tracked service, as we cannot refund items lost in return transit.

3. Your 14-day right to cancel (statutory cooling-off period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is separate from, and in addition to, our 30-day Satisfaction Guarantee above.

How to cancel

You can cancel by sending a clear statement of your decision to cancel to:

  • Email: hello@nudispray.com
  • Post: Customer Care, HRT & ME Limited, Judins, Heathfield Road, Burwash Weald, East Sussex, TN19 7LA

You may use the model cancellation form at the end of this policy, but you don't have to.

Returning the goods

You must return the goods to us within 14 days of telling us you want to cancel. The cost of return postage under the statutory cooling-off right is paid by the customer unless the goods are faulty or not as described (see Section 4).

Refund

If you cancel within the cooling-off period:

  • We'll refund the price of the goods plus the standard cost of outbound delivery (we don't have to refund any premium delivery upgrade you chose).
  • We'll process the refund within 14 days of receiving the goods back, or within 14 days of you providing proof of postage, whichever is earlier.
  • The refund will be made to the same payment method you used for the original transaction.

IMPORTANT – products excluded from the statutory cooling-off right

The statutory right to cancel does not apply to certain products. In particular:

  • Sealed products that are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery (Regulation 28(3)(g) of the 2013 Regulations).

This means that once the protective seal on your Nudi Spray, Nudi Pads, or Easi Pads has been broken, you lose the statutory right to cancel that item under the 14-day cooling-off period. (Our separate 30-day Satisfaction Guarantee in Section 2 still applies to first orders even on opened products.)

If the seal is intact, you can return the item under the cooling-off period.

4. Faulty, damaged or incorrect items

If your order arrives faulty, damaged, or different from what you ordered, you have rights under the Consumer Rights Act 2015. In summary:

  • Within 30 days of delivery: you have a "short-term right to reject" and can ask for a full refund.
  • Within 6 months of delivery: if a fault appears, it's assumed to have been present at delivery (unless we can show otherwise), and you can ask for a repair, replacement, or refund.
  • After 6 months: you may still have rights, but you'd need to show the fault was present at delivery.

How to report a problem

Please email hello@nudispray.com as soon as you can, with:

  • Your order number
  • A description of the issue
  • A photo of the product and (if relevant) the packaging

We'll respond within 3 working days. Where goods are faulty, damaged, or incorrect, we pay return postage and will provide a pre-paid returns label or reimburse reasonable postage costs.

5. Subscription orders

If you have a Nudi Spray subscription, this Refund & Returns Policy applies to each individual delivery in the same way as a one-off order. For cancellation of the subscription itself (rather than return of a specific order), please see our Subscription Terms.

In particular:

  • The 14-day cooling-off period applies to your first subscription delivery.
  • For each subsequent renewal delivery, you can return unsealed items under our standard returns policy (see Section 3), but the 30-day Satisfaction Guarantee in Section 2 applies only to your first order.

6. Returns address

Please do not return any item without first contacting us at hello@nudispray.com to obtain a returns reference. This helps us track your return and process your refund quickly.

Once we've confirmed, send returns to:

Nudi Spray Returns
HRT & ME Limited
Judins
Heathfield Road
Burwash Weald
East Sussex
TN19 7LA
United Kingdom

7. Refund timing

All refunds are made to your original payment method. Once we issue the refund, it typically appears in your account within 5–10 working days, depending on your card issuer or payment provider. We have no control over this timing once the refund has left our system.

8. Contact us

If you have any questions about your return or refund, please contact:

Customer Care
HRT & ME Limited
Judins, Heathfield Road, Burwash Weald, East Sussex, TN19 7LA
Email: hello@nudispray.com

If we can't resolve a complaint to your satisfaction, you can also contact Citizens Advice (0808 223 1133 or citizensadvice.org.uk) or your local Trading Standards office.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract under the 14-day cooling-off period)

To: HRT & ME Limited, Unit 1, Judins, Heathfield Road, Burwash Weald, East Sussex, TN19 7LA – hello@nudispray.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

  • Ordered on [*] / received on [*]:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is notified on paper):
  • Date:

[*] Delete as appropriate.