Returns & Refund 

Cancellations and Returns

We are committed to providing the highest quality products and service to our customers. However, on rare occasions, products may be found to be in some way defective or unwanted. In keeping with our commitment to providing you with excellent service, we offer the following by way of cancellation and returns.

Can I cancel my order? If so, how much notice do I need to give?

You have the right to cancel your order within 14 days from the date on which the products are delivered to you without giving any reason (“Cooling-off Period”).

You can cancel your order during the Cooling-off Period by notifying us in writing (by email to info@naf-uk.com or by post to: NAF, Wonastow Road Industrial Estate (west), Monmouth NP25 5JA, ) and stating clearly that you wish to cancel your order and returning the products supplied, to: NAF, Wonastow Road Industrial Estate (west), Monmouth NP25 5JA, without undue delay, and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. You will bear the costs of returning the products to us.

For ease, you may wish to use the Model Cancellation Form set out below:

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

To meet the cancellation deadline, it is sufficient for you to send your communication setting out your wish to cancel before the cancellation period has expired.

You can also call us on 01600 710 700.

We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of unnecessary handling by you. Unnecessary handling is any handling over and above what is necessary to establish the nature, characteristics and functionality of the products (i.e. what you would do in a shop to inspect the products prior to purchase). 

Any protective packaging for the products should only be removed where it is strictly necessary to test it. We can make a deduction from the reimbursement for damage or wear and tear where the product has not just been checked, but used. In some cases, because of the way you have treated the product, no refund may be due. 

What happens if I cancel an order? 

If you cancel your order by following the above instructions, we will reimburse to you all payments received by you (including, if applicable, the costs of delivery except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us) in respect of the returned products. A refund will be processed either within 14 days of NAF receiving the returned items or, if earlier, within 14 days of the day you are able to provide us with proof of your return. It is recommended that you retain evidence of returned goods, as no refund will be issued by us if the goods are not received or if there is no evidence of the return.

Some conditions/exclusions apply. We will not refund products which have been opened or tampered with or which have been consumed in whole or in part (unless the products are defective and such defect was only apparent on opening of the product). It is your responsibility to ensure products are returned in suitable packaging, we will make a deduction from the reimbursement of any items returned damaged if they are not suitably packaged.

What if there's a problem with the product? 

We are under a legal obligation to supply products that conform with the Contract. Therefore, if the products delivered are not of satisfactory quality or do not conform to the description provided or any other terms set out herein upon delivery, you may cancel the contract and obtain a full refund (including a refund of the delivery charges for sending the items to you and the cost incurred by you in returning the item to us) within 30 days of the date of delivery by returning the products to us at: NAF Wonastow Road Industrial Estate (west), Monmouth NP25 5JA.Other rights are available to consumers for faulty goods. Consumers can find more information about their other statutory rights for example, through Citizens Advice https://www.citizensadvice.org.uk/consumer/ 

Need more information?

Check out our Terms of Sale.