Refund policy

Thank you for shopping with nathanjamesx.

We want customers to understand their return and refund rights clearly before making a purchase. This Return & Refund Policy explains the conditions for returns, the return period, eligible and non-returnable items, return shipping responsibilities, damaged or incorrect products, exchanges, cancellations, refund processing, and how to contact us for assistance.

By placing an order through nathanjamesx.shop, you acknowledge that you have read and understood this Return & Refund Policy.

1. Business Information

Store Name: nathanjamesx
Website: nathanjamesx.shop
Email: info@nathanjamesx.shop
Telephone: +44 7809 397900
Business Address: 11 Pensfield Park, Bristol, BS10 6LE, United Kingdom
Return Address: 11 Pensfield Park, Bristol, BS10 6LE, United Kingdom

If you have questions regarding a return, refund, damaged product, incorrect item, or order cancellation, please contact us using the details above.

2. Return Period

We offer a 30-day return period for eligible products.

The 30-day return period begins on the date the customer receives the order.

To be eligible for a return, the return request must be submitted within 30 days of delivery.

Return requests submitted after the 30-day return period may not be accepted unless otherwise required by applicable law.

3. Return Eligibility

To qualify for a standard return, the product must generally:

• Be returned within 30 days of delivery

• Be unused and unworn

• Be unwashed

• Be in the same condition in which it was received

• Include original tags where applicable

• Include original packaging where reasonably possible

• Show no signs of use, washing, alteration, damage, stains, odours, or excessive handling

• Include any accessories or components originally supplied with the product

• Be accompanied by valid proof of purchase or the relevant order information

Because we primarily sell clothing and fashion-related products, customers should take reasonable care when trying on items.

Items that show signs of wear beyond what is reasonably necessary to inspect fit, size, appearance, or suitability may not qualify for a standard return.

4. How to Request a Return

To request a return, please contact:

Email: info@nathanjamesx.shop

Please include:

• Your full name

• Order number

• Email address used for the order

• Product you wish to return

• Reason for the return

• Relevant photographs where necessary

For damaged, defective, or incorrect products, photographs may be requested to help us review the issue.

Please contact us before sending a return so that we can provide the appropriate return instructions.

Sending a product back without first following the applicable return procedure may delay processing.

5. Return Address

Approved returns should be sent to:

nathanjamesx.shop
11 Pensfield Park
Bristol, BS10 6LE
United Kingdom

Customers in the United States and Canada should be aware that our return location is in the United Kingdom.

Please carefully review the return instructions provided before sending any product.

6. Buyer’s Remorse Returns

We accept eligible returns where a customer changes their mind, including situations such as:

• The customer no longer wants the product

• The customer ordered the wrong size

• The customer selected the wrong colour or style

• The product does not meet the customer's personal preference

• The customer ordered the wrong item by mistake

Such returns must meet the eligibility requirements stated in this policy and must be requested within 30 days of delivery.

7. Return Shipping Costs for Change-of-Mind Returns

For eligible returns made because of buyer's remorse, change of mind, incorrect size selection, incorrect colour selection, or other reasons not caused by an error by nathanjamesx.shop, the customer is responsible for the cost of returning the product to our return address.

Original standard shipping is provided free of charge on eligible orders, so there is normally no original standard shipping fee to refund.

Customers are responsible for choosing a suitable return delivery service.

We recommend using a trackable shipping method for international returns.

nathanjamesx.shop is not responsible for return parcels that are lost before they are received at our return address, except where applicable law provides otherwise.

8. Damaged, Defective, or Incorrect Items

If you receive a product that is:

• Damaged

• Defective

• Incorrect

• Significantly different from the product ordered

• Missing an item that should have been included

please contact us as soon as reasonably possible at:

info@nathanjamesx.shop

Please provide:

• Your order number

• A description of the problem

• Photographs of the affected product

• Photographs of the packaging where relevant

• Photographs of the shipping label where relevant

We will review the information provided.

Where the issue is verified as our error or a qualifying product defect, we will provide an appropriate resolution in accordance with this policy and applicable law.

Depending on the circumstances, the available resolution may include:

• Replacement

• Refund

• Return instructions

• Other appropriate remedy

For verified damaged, defective, or incorrect products, customers will not be required to bear return shipping costs where we determine that a return is necessary because of our error.

9. Non-Returnable Items

Certain products may not be eligible for return where permitted by applicable law.

Examples may include:

• Items showing clear signs of wear

• Washed products

• Altered products

• Products damaged after delivery through misuse

• Products with missing tags where the tags are required for resale

• Products returned incomplete

• Products returned outside the applicable return period

• Personalised or custom-made products, where applicable

• Items identified as non-returnable before purchase where legally permitted

This section does not limit any rights customers may have in relation to faulty, defective, or incorrectly supplied products.

10. Hygiene-Sensitive Products

Certain clothing or fashion products may be subject to hygiene-related return restrictions where permitted by applicable law.

Where a product has a hygiene seal, protective seal, or similar protective packaging, it may not qualify for a change-of-mind return after the seal has been removed if resale would create a hygiene concern.

Any applicable restriction will not affect statutory rights relating to defective, damaged, or incorrectly supplied products.

11. Sale and Promotional Items

Unless specifically stated otherwise, eligible products purchased during a sale, promotion, or discount event may be returned under the same general return conditions described in this policy.

The refund amount will be based on the amount actually paid for the returned product after applicable discounts.

Promotional discounts are not converted into cash value.

12. Exchanges

Where available, customers may request an exchange for an eligible product.

Exchange availability depends on current inventory and the circumstances of the return.

If the requested replacement product, size, or colour is unavailable, we may offer a refund instead.

Customers should contact:

info@nathanjamesx.shop

before returning a product for exchange.

13. Return Inspection

Once a returned product is received, we will inspect it to confirm whether it satisfies the applicable return requirements.

The inspection may include checking:

• Product condition

• Signs of wear

• Tags

• Packaging

• Accessories

• Completeness

• Whether the returned product matches the original order

After inspection, we will notify the customer whether the return and refund have been approved.

14. Refund Method

Approved refunds will normally be returned to the original payment method used to place the order.

We do not normally issue refunds through a different payment method unless required by applicable law or technically necessary.

The refunded amount will generally correspond to the eligible amount originally paid for the returned product.

15. Refund Processing Time

Once an eligible return has been received, inspected, and approved, the refund will be processed to the customer's original payment method within:

7 business days

This means nathanjamesx.shop will issue the approved refund within 7 business days after the return has been approved.

Depending on the bank, card issuer, payment provider, or financial institution, additional time may occasionally be required for the refunded funds to appear in the customer's account after we have issued the refund.

If more than 7 business days have passed after we confirmed that your refund was issued and you have not received it, please first check with your bank or payment provider and then contact us at:

info@nathanjamesx.shop

16. Refunds for Cancelled Orders

If an order is successfully cancelled before dispatch and payment has already been collected, any approved refund will be returned to the original payment method.

Approved cancellation refunds will normally be processed within 7 business days.

If an order has already been dispatched, it can no longer be treated as a pre-dispatch cancellation and may instead need to be returned in accordance with this Return & Refund Policy.

17. Original Shipping Charges

We currently provide free standard shipping on eligible orders to the United States and Canada.

Because eligible standard shipping is free, there is normally no original standard shipping fee to refund.

Any optional, additional, or separately purchased delivery service, if offered in the future, may be subject to different refund conditions disclosed before purchase.

18. Return Shipping Documentation

Customers should keep:

• Return shipping receipt

• Tracking number

• Proof of postage

• Any relevant carrier documentation

until the return and refund process has been completed.

This documentation may be required if a return shipment is delayed or cannot be located.

19. Refused or Unclaimed Deliveries

If a customer refuses delivery or fails to collect a parcel and the shipment is returned to us, we will review the circumstances after the returned parcel is received.

Any refund will be determined according to the condition of the returned products, this policy, and applicable law.

Customers should contact us rather than intentionally refusing delivery when they wish to return an order.

20. Incorrect Delivery Address

Customers are responsible for providing a complete and accurate shipping address during checkout.

If an order is returned because the customer supplied an incorrect or incomplete address, please contact us at:

info@nathanjamesx.shop

We will review the returned shipment and advise on the available options.

21. Items Lost During Return Shipping

Customers are responsible for ensuring that change-of-mind returns are sent using an appropriate delivery method.

For this reason, we recommend using a trackable return service.

If a customer-arranged return shipment is lost before reaching us, we may be unable to issue a refund unless sufficient evidence is available or applicable law requires otherwise.

This does not apply in the same way where return shipping has been arranged directly by us because of our error.

22. Partial Refunds

Where legally permitted, a partial refund may apply if an eligible return has experienced a reduction in value caused by handling beyond what is reasonably necessary to inspect the product.

Examples may include:

• Signs of wear

• Missing components

• Damaged packaging beyond reasonable opening

• Missing accessories

• Alteration of the product

• Damage caused after delivery

We will review such situations individually and apply applicable consumer protection requirements.

23. Refund Notifications

When a refund is approved and processed, we will normally send a notification to the email address associated with the order.

Customers should ensure that their contact information remains accurate.

24. Duplicate or Excess Refunds

If a technical or payment processing error results in an incorrect duplicate or excess refund, customers should contact us so that the issue can be reviewed.

Any correction will be handled in accordance with applicable law and payment provider procedures.

25. Chargebacks and Payment Disputes

If you experience a problem with an order, we encourage you to contact us first at:

info@nathanjamesx.shop

We will make reasonable efforts to investigate legitimate order, delivery, product, return, and refund concerns.

Nothing in this section limits a customer's legal rights or rights provided by their payment provider.

26. Consumer Rights

This Return & Refund Policy is intended to explain our standard return procedures.

It does not exclude, restrict, or replace any non-waivable consumer rights that may apply under relevant law.

Where applicable consumer protection law provides additional rights or remedies, those rights will continue to apply.

27. Policy Consistency

We make reasonable efforts to ensure that return and refund information displayed throughout our website remains consistent.

Customers should be able to access this Return & Refund Policy before completing a purchase.

If a specific product is subject to a materially different lawful return condition, that information should be disclosed before purchase.

28. Changes to This Return & Refund Policy

We may update this Return & Refund Policy when reasonably necessary to reflect changes in:

• Business procedures

• Product categories

• Return processes

• Payment procedures

• Applicable legal requirements

The most current version will be published on our website.

Changes will not retroactively reduce rights that customers already have where prohibited by applicable law.

29. Contact Us

For questions regarding returns, refunds, exchanges, cancellations, damaged products, or incorrect items, please contact:

nathanjamesx
Email: info@nathanjamesx.shop
Telephone: +44 7809 397900
Business Address: 11 Pensfield Park, Bristol, BS10 6LE, United Kingdom
Return Address: 11 Pensfield Park, Bristol, BS10 6LE, United Kingdom

Please include your order number when contacting us about an existing purchase so that we can assist you more efficiently.