Refund & Returns Policy

Your Right to Return

If you are not satisfied with your purchase, you may request a return within 14 days of delivery. This is in addition to your statutory rights under UK consumer law, including the Consumer Rights Act 2015.

Conditions for Returns

• Items must be returned in the same condition as received — unworn, unwashed, with tags attached where applicable.
• You must initiate the return through your Nairel account (Orders → Request Return).
• Return shipping costs are the responsibility of the buyer, unless the item was not as described or is faulty.
• Sellers have 5 business days to respond to a return request.

Non-Returnable Items

• Personalised or custom-made items
• Hygiene-sensitive items (underwear, swimwear, earrings) unless sealed and unopened
• Perishable goods
• Digital products or gift cards

Item Not as Described

If you receive an item that is significantly different from the listing (wrong item, wrong size, damage not disclosed, counterfeit), you are entitled to a full refund including return shipping costs. Please open a dispute within 14 days of delivery with photos as evidence.

Refund Process

• Once the seller confirms receipt of the returned item, or a dispute is resolved in your favour, a refund will be issued.
• Refunds are processed to your original payment method via Stripe.
• Please allow 5–10 business days for the refund to appear on your statement.

Disputes

If you and the seller cannot agree, you can escalate to a Nairel dispute. Our team reviews evidence from both parties and makes a binding decision. See our Buyer Protection page for more details.

Contact

For help with returns or refunds, contact support@nairel.com.