Refund policy
Return & Refund Policy
Last updated: 21 August 2026
We want you to be happy with your shed or kennel. If something isn't right, here's how returns work.
Your Right to Cancel
You may cancel your order within 14 days of delivery for any reason, under the Consumer Contracts Regulations 2013. To do so, email support@nexavell.com with your order number.
Condition of Returned Items
Items must be:
- Unused, unassembled, and in original condition
- In original packaging where possible
Because sheds and kennels are large items, once assembled or installed, they may no longer be eligible for a full refund unless faulty. We assess this on a case-by-case basis.
Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described, you're entitled to a repair, replacement, or refund under the Consumer Rights Act 2015. Contact us within 30 days of delivery with photos and your order number, and we'll sort it out promptly.
Return Shipping Costs
- If the item is faulty or our error, we cover return costs.
- If you're returning an item for a change of mind, return delivery costs are the customer's responsibility, given the size of these products.
Made-to-Order / Bespoke Items
Custom-built or bespoke sheds and kennels (e.g. non-standard sizes, custom colours) are excluded from the 14-day cancellation right once production has started, except where faulty.
Refund Timeline
Refunds are processed within 14 days of us receiving the returned item or confirming a valid cancellation, back to your original payment method.
How to Start a Return
Email support@nexavell.com with:
- Your order number
- Reason for return
- Photos (if faulty/damaged)
We'll confirm next steps and arrange collection or return instructions.