Returns & Cancellations

This page covers the three different reasons you might want to send something back: your statutory right to cancel a distance sale, our additional goodwill return window for change-of-mind after that, and faulty goods covered by warranty or the Consumer Rights Act. Each route has slightly different rules, so please pick the one that applies to you.

Last updated: 12 May 2026

1. 14-day statutory right to cancel (online orders)

If you bought from us online and you're a consumer (not buying for a business), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a 14-day cooling-off period to cancel for any reason — you don't need to give us a reason and the goods don't need to be faulty.

How long you have

• 14 days to tell us you're cancelling, starting the day after you (or someone you nominated) received the goods.
• A further 14 days to send the goods back after you've told us you're cancelling.
• We'll refund you within 14 days of receiving the goods (or proof of return), to the same payment method you used.

How to cancel

1. Email hello@nerdvanalivingston.co.uk with your order number and the words "I am cancelling under the Consumer Contracts Regulations". We'll reply with a returns reference and the address to send the goods to.
2. Send the item back within 14 days of telling us, in a condition fit for resale.
3. We'll refund you within 14 days of receiving it.

Reductions in your refund

We can reduce your refund if the value of the goods has gone down because you've handled them more than was necessary to check them, in the same way you would in a shop. We can't charge you for normal inspection (e.g. taking a board game out of its shrink-wrap to look at the components).

When the 14-day right does not apply

Regulation 28 of the 2013 Regulations excludes some categories of goods from the statutory cancellation right. The exclusions that come up most often for us are:

• Customised or made-to-order goods — anything we've made or modified specifically for you, including 3D prints from your own files, custom paint commissions, and special-order items.
• Sealed goods that have been unsealed — sealed goods that aren't suitable for return for hygiene reasons once unsealed (e.g. dice trays or terrain pieces sold in factory-sealed packaging where the seal has been broken).
• Digital content once you've started downloading or streaming it (gift card balances, online event tickets where attendance has begun).

If you're not sure whether your order qualifies, email us and we'll check before you go to the trouble of posting it.

2. Our goodwill returns window (after the statutory 14 days)

We know things sometimes turn up in the wrong size, the wrong scale, or just don't suit the table you imagined. As a goodwill gesture beyond your statutory rights we'll accept change-of-mind returns up to 30 days from delivery, on the same terms as the statutory window:

• Goods must be unused, in their original packaging, and in resaleable condition.
• You pay return postage; we recommend a tracked service.
• We refund the price of the item to your original payment method. We don't refund the original outbound postage on a goodwill return (we do on a statutory cancellation).
• Customised, made-to-order, and used / demo items aren't covered — same exclusions as the statutory route.

Email us first for a returns reference; we don't process returns without one because we need to match the package back to your order in our system.

3. Faulty or not-as-described goods

Under the Consumer Rights Act 2015, anything we sell to you must be of satisfactory quality, fit for purpose, and as described. If something arrives faulty or develops a fault during its warranty period:

• Within 30 days of delivery: you have a short-term right to reject and get a full refund (s.20 CRA 2015).
• Up to 6 months from delivery: we'll repair or replace at no cost. If repair / replacement isn't possible, we'll refund.
• Up to 6 years (England) / 5 years (Scotland): you may still have rights against us for inherent faults that were present at delivery; please get in touch and we'll work through it.

For faulty goods we cover the return postage (we'll either send you a label or refund a reasonable courier cost on receipt). If on inspection the goods are not faulty, we may have to ask you to cover the round-trip postage — we'll always tell you before we charge anything.

Starting a return

1. Email hello@nerdvanalivingston.co.uk with your order number, what you'd like to return, and which of the routes above applies. We reply with a returns reference within 1 working day.
2. Write the returns reference clearly on the outside of the package (so it doesn't get mistaken for a new order at our door).
3. Send to the address below using a tracked service.
4. Once we've received and inspected the goods we'll refund the right amount to your original payment method. Some card issuers take up to 10 working days to show the refund on your statement — if it doesn't appear after that, please contact your bank first as they'll have more detail than we will.

Returns address