Refund policy

NASS Shop – Refund & Returns Policy

Last updated: February 2026

Thank you for supporting NASS by shopping with us. All profits from your purchase go directly to supporting people living with axial spondyloarthritis (axial SpA).

We want you to be happy with your purchase. If for any reason you are not, this policy explains your rights and how to return an item.

How Our Products Are Made

All NASS Shop products are produced using a print-on-demand service provided by our fulfilment partner, Printful Inc. Each item is individually printed and shipped by Printful on our behalf once you place an order. This means your order is made specifically for you and production typically begins shortly after purchase.

Inspecting Your Order

Please inspect your order upon delivery. If the item is defective, damaged, or if you have received the wrong item, please contact us as soon as possible so that we can evaluate the issue and make it right.

Your Right to Cancel (Change of Mind)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your item. You do not need to give a reason.

Once you have notified us of your wish to cancel, you have a further 14 days to return the item to us.

To be eligible for a change-of-mind return:

  • The item must be unworn, unused and in its original condition.
  • The item must be returned with all original tags and packaging intact.

Refunds for change-of-mind returns:

  • Donation products and final sale items are non-refundable and not eligible for return or exchange.
  • We will issue a refund, including the cost of standard outbound delivery minus a 10% restocking fee, within 14 days of receiving the returned item.
  • Alternatively, if you prefer, we can offer an exchange for a different size or product.
  • The cost of return postage is your responsibility.
  • If the item shows signs of wear, use, washing, or damage caused after delivery, we may reduce the refund to reflect the diminished value of the item.

Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to receive goods that are of satisfactory quality, fit for purpose and as described. If your item arrives faulty, damaged or is not what you ordered, we will make it right.

Within 30 days of receiving your item:

  • You are entitled to a full refund or a replacement. The choice is yours.

After 30 days but within 6 months:

  • We will offer a replacement or repair in the first instance. If this is not possible or the replacement is also faulty, you are entitled to a full refund.

For faulty, damaged or incorrect items:

  • NASS will cover the cost of return postage.
  • Please contact us as soon as possible with your order number, a description of the issue and photographs of the fault or damage.

How to Start a Return

  1. Contact us at fundraising@nass.co.uk with your order number and reason for return.
  2. We will confirm your return and provide a returns address.
  3. Post the item back to us using a tracked delivery service. Please keep your proof of postage.
  4. Once we receive and inspect the item, we will process your refund or exchange.

Please do not return items without contacting us first, as we need to provide you with the correct returns address and instructions.

Refund Processing

  • Refunds will be issued to your original payment method within 14 days of us receiving the returned item.
  • Please allow an additional 5–10 working days for the refund to appear in your account, depending on your payment provider.

Exchanges

If you would like to exchange an item for a different size or product, please contact us. We will arrange for a replacement to be sent once we receive your returned item. If there is a price difference, we will either charge or refund the difference accordingly.

Items That Cannot Be Returned

We are unable to accept returns on the following:

  • Gift cards or vouchers.
  • Items that have been worn, washed, altered or damaged after delivery (except where the item was faulty on arrival).

Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For further information on your statutory rights, visit www.citizensadvice.org.uk.

Contact Us

If you have any questions about our returns policy, please get in touch:

Email: shop@nass.co.uk Phone: 020 8741 1515

National Axial Spondyloarthritis Society (NASS) Ground Floor, Unit 6, Cambridge Court 210 Shepherds Bush Road, London, W6 7NJ

Registered charity in England and Wales (1183175) and Scotland (SC049746)