Returns and refunds

When we made the mistake

If an item is missing, damaged, faulty or not the one on your list, tell us within 7 days of delivery. We will replace it or bring what is missing at no cost to you, delivery included. If we cannot supply the item, we give its price back.

When you change your mind

You may return an item you no longer need within 7 days of delivery if it is unused, in the condition it arrived in and in its packaging. We exchange it or give you its price as Store Credit. The cost of bringing it back to us is yours.

What cannot be returned

• Books we have covered or labelled for your Learner, because they were prepared for one child. If such a book is faulty or is not the one on your list, we replace it.
• Stationery whose pack has been opened or used.
• Items bought at a reduced price that were marked as not returnable when you bought them.

How you get your money back

Where a refund is due it is given as Store Credit: one credit for every shilling, kept on your account and spent like money on anything at Nuella. Where we could not supply something you paid for, you may ask for the amount to be sent back the way you paid, by M-Pesa or to your card.

Deposits in a campaign

During a campaign you may secure an order with a Deposit and clear the Balance within the Payment Window. If the Balance is not paid when the window closes, the Deposit becomes Store Credit. A Deposit is not refunded in cash. The campaign's page gives the dates and percentages.

How to start a return

Write to us on WhatsApp or by email with your order number, the item and what is wrong. A photo helps. We answer during the day and tell you what happens next. Our details are on the Contact page.