Returns & Refund Policy
Last updated: September 2026
At Nerb HQ, every Nerb is packed with great care before beginning its journey to its new home. If something isn't right with your order, please get in touch and we'll do our best to help.
1. Change-of-Mind Returns
If you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving your Nerb, without needing to give a reason.
If you would like to return your Nerb, please email:
Please include your order number and let us know that you'd like to cancel your order.
Once you've told us you'd like to cancel, please return the Nerb to us within 14 days. The Nerb should be returned in its original condition.
You are responsible for the cost of returning an unwanted item.
Once we receive the returned Nerb (or evidence that it has been sent back), we will issue your refund within 14 days. Your refund will include the cost of standard delivery you originally paid.
2. Damaged, Defective or Incorrect Orders
If your Nerb arrives damaged, defective or you receive the wrong item, please contact us as soon as possible.
Please email:
and include:
your order number
clear photos showing the issue
We'll review your request and arrange an appropriate remedy, which may include a replacement or refund.
Nothing in this policy affects your statutory consumer rights.
3. Cancelling an Order Before Dispatch
If you change your mind before your Nerb has been dispatched, please contact us as soon as possible and we'll do our best to cancel the order before it leaves Nerb HQ.
Once an order has been dispatched, you can still use the cancellation process described above.
4. Shipping Issues
All Nerbs are sent using tracked shipping.
If your order appears to be lost or significantly delayed, please contact us and we'll investigate with the shipping provider.
International customers may be responsible for customs charges, import taxes or other fees imposed by their country.
5. Contact
For any questions about your order or a return, please contact: