Cancellation policy

Purchase options cancellation policy

Last updated: 3 November 2026 · Version 11.3.2026

Some items in our store may be offered to you as a subscription (auto-refill), a pre-order, or try before you buy. This policy explains how you can change or cancel those kinds of purchases. It applies to orders placed at Nelson's and forms part of our Terms of Service. It should be read together with our Refund & Return Policy, which covers returns and refunds in detail. Nothing in this policy limits any right you have under the consumer-protection law of the country, province, or state where you live.

Subscriptions (auto-refill)

When you purchase a subscription, you receive repeat deliveries of the same product on the schedule you select at checkout. Our current subscription is a 90-day auto-refill cycle, which matches how long the scent barrier is designed to last, and subscribers pay 25% less per delivery than the one-time price.

Your payment details are stored securely by our payment gateway, Airwallex. We do not store full card numbers. Your saved payment method is charged at the start of each billing cycle, before that refill is shipped, unless you have chosen to pay in advance. Charge dates may shift slightly where a billing date falls on a weekend or public holiday.

Subscriptions renew automatically at the end of each cycle until you cancel. By enrolling, you authorize us to charge your payment method on a recurring basis until you cancel.

You can change or cancel your subscription at any time, with no minimum number of deliveries and no cancellation fee. Every order confirmation email contains a link to your order, and you can manage your subscription from there: skip or reschedule a delivery, change the quantity, update your payment method, or cancel. You can also manage it from your customer account, or email us at info@trynelsons.com with your order number and we will make the change for you.

To avoid being charged for an upcoming refill, please cancel, skip, or change your subscription at least 3 days before your next billing date. If a refill has already been charged and shipped, it is treated like any other order and can be returned under our 30-day money-back guarantee.

We may change the subscription price from time to time. We will email you at least 30 days before a price change takes effect, and you can cancel before the new price applies. If a payment fails, we will email you and may retry the charge; if it is not resolved within 7 days, we may pause or cancel the subscription.

We do not provide pro-rated refunds for the unused portion of a billing cycle unless required by law. An unshipped refill can be cancelled for a full refund. Once a refill has shipped, our Refund & Return Policy applies. Our 30-day money-back guarantee applies to every delivery, including subscription refills.

Pre-orders

We do not currently offer pre-orders. If we introduce them, this section will apply.

When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product that is not yet in inventory. We may collect no payment or a partial deposit at checkout, store your payment method, and then fulfill and charge the full or remaining payment at a future date. You can cancel a partially paid pre-order that has not yet been fulfilled, and any deposit paid will be refunded to your original payment method. If the order has already been fulfilled, you cannot cancel it, but you can request a full or partial refund under our Refund & Return Policy. If a pre-order release date changes, we will email you and you may cancel for a full refund of any amount paid.

Try before you buy

We do not currently offer try before you buy. If we introduce it, this section will apply.

When you purchase a try-before-you-buy item, we authorize your payment method before fulfilling the order. You then have a set period, stated at checkout, to decide whether to keep the item. Once that period has passed, if you have not returned the item in accordance with the instructions we provide, we will charge your payment method for the full amount. Items returned used, damaged, or incomplete may be charged in full or in part.

Cancelling a one-time order

If you want to cancel an order you have already placed, email us at info@trynelsons.com as soon as possible with your order number. We process orders within 1 to 3 business days, so if your order has not yet been processed we will cancel it and refund you in full. Once an order has shipped it can no longer be cancelled, but you can return it under our Refund & Return Policy, or refuse delivery and we will refund you once the parcel is returned to us.

How this fits with our other policies

Returns, refunds, damaged or defective items, and the EU / UK 14-day right of withdrawal are set out in our Refund & Return Policy. Ordering, payment, and contract formation are set out in our Terms of Service. If there is any conflict between this policy and the Refund & Return Policy on refunds, the Refund & Return Policy applies.

Contact

Top Goods Limited · Unit A2, 19/F, Max Share Centre, 367-373 King's Road, North Point, Hong Kong · info@trynelsons.com · Nelson's