Returns Information
The item is not what I ordered.
If you discover we have sent you an incorrect item, we will exchange it for the right one.
Sometimes the product specifications from the manufacturer may change, in which case we will do our best to offer you a substitute of the same or better quality at the same price. If you are not happy with the replacement, you can return it to us within the nine working day period, in accordance with our Returns policy.
Before returning the item, please contact our Customer Services team by phone on 0845 458 2744 or by email at connect-uk@nikken.co.uk to receive a returns number and address.
Please then return the item to our warehouse, writing your returns number on the outside of the parcel. We will refund your postage and send you the correct item free of additional delivery charges.
In the event of Nikken UK Limited sending you a replacement for a damaged, defective or incorrect item, you must return the original item to us within 30 days of our email confirming the issue of the replacement item. Provided you return this to us within the 30 days you will have nothing more to pay. If you do not return the original item within the 30-day period, we reserve the right to charge an amount equal to the price of the replacement item to the payment card you used for the order.
Please note that all sizes and measurements are approximate but we do try to make sure that they are as accurate as possible.
An item is missing from my order.
Please check the parcel(s) carefully as some smaller items may have fallen to the bottom of the box. Please also check your delivery note. This should indicate if any parcels are still to be delivered.
Please note that larger items (such as Kenkopad®, KenkoDream® Deluxe mattresses, Air Wellness™ Power5 Pro™) will be delivered separately from any smaller items ordered.
Should you have received all deliveries, but the item is still missing, please contact our Customer Services team by phone on 0845 458 2744 or by email at connect-uk@nikken.co.uk.
We want you to be satisfied with the goods you have received. We will be happy to refund the full price (excluding any delivery charges originally paid) of any unused items that are returned to us in a resaleable condition within nine working days of the date of receipt, or within 14 days of order confirmation. Please note items must be returned unused and in their original packaging.
To return any item for a refund, please first contact our Customer Services team by phone on 0845 458 2744 or by email at connect-uk@nikken.co.uk, quoting your registered ID and order number, to obtain a returns number and address.
Please then return the item to our warehouse, writing your returns number on the outside of the parcel.
Please note that the item is returned at your own cost and your own risk. Nikken cannot accept responsibility for any items that get lost in the mail. If you are returning items of a high value, we recommend you use a recorded delivery service.
Should you wish to return a mattress, we are able to arrange collection. The cost of collecting the mattress will be deducted from your refund. Please contact our Customer Services team by phone on 0845 458 2744 or by email at connect-uk@nikken.co.uk for details of charges and to arrange a collection.
If you return goods purchased online within nine working days of the date of receipt, or within 14 days of order confirmation, the contract is cancelled and your credit card will be refunded once the delivered goods have been returned and inspected.
Should the goods show signs of use or damage on return, we reserve the right not to grant a refund and to destroy the goods. Alternatively, items may be returned to you at your cost.
Please allow 21 days for any refunds to be processed.
All nutrition and skincare products are excluded from our returns policy
This does not affect your statutory rights.
Please note: There is no facility to return goods which have been purchased online from Nikken UK Limited to any Consultant
I have a faulty item I need to return
We want you to be completely satisfied with your purchase. If any item you receive proves to be defective or damaged during the shipping process, we will happily replace it or refund the item.
Before returning any faulty items, please contact our Customer Services team by phone on 0845 458 2744 or by email at connect-uk@nikken.co.uk, to obtain a returns number and the returns address.
Please return the item to our warehouse, writing your returns number on the outside of the parcel. We will refund your postage and send you a replacement for that item, free of charge.
If you are returning a faulty KenkoDream® or KenkoComfort™ Deluxe, we will arrange for collection. When contacting us, please state the full collection address and telephone number.
In the event of Nikken UK Limited sending you a replacement for a damaged, defective or incorrect item, you must return the original item to us within 30 days of our email confirming the issue of the replacement item. Provided you return this to us within the 30 days you will have nothing more to pay. If you do not return the original item within the 30-day period, we reserve the right to charge an amount equal to the price of the replacement item to the payment card you used for the order.
Please note: There is no facility to return goods which have been purchased online from Nikken UK Limited to any Consultant
Can I exchange an item for something else?
Product exchanges will be limited to alternative size requests for the same product. If you need to exchange an item on this basis, please contact our Customer Services team by phone on 0845 458 2744 (local rate) or by email at connect-uk@nikken.co.uk.