Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@nenaonline.co.uk. Please note that returns will need to be sent to the following address: NENA, 10 Regent Street, Aberaeron, Ceredigion, SA46 0HY.
If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at hello@nenaonline.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products unless un-opened). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@nenaonline.co.uk.
Returns
We hope to make shopping online at NENA as enjoyable as it can be. A refund or an exchange will be offered provided the goods are in a fully saleable condition, for reasons of hygiene and safety, except of course where goods are faulty and/or damaged or if we have delivered incorrect goods.
Returning goods by post
▪ Contact us within seven days for a Returns Number via e-mail to nenaonline.co.uk.
▪ We recommend that returns are made via recorded delivery and/or that proof of postage is obtained in the event that we do not receive the goods being returned
▪ When returning any goods by post or parcel service please pack securely to ensure goods arrive in their original condition. We reserve the right to refuse a refund or exchange for damages caused by insufficient packaging
▪ Ensure you enclose your proof of purchase
▪ Any refund will automatically be issued to the debit or credit card number used to make the original purchase please allow 5 – 10 working days
▪ Postage or courier charges are non- refundable except in the case of faulty and or damaged goods or where we have delivered incorrect goods
▪ We recommend you use a carrier that offers both traceability and insurance. You should obtain a receipt for the parcel you are sending
Returns address:
NENA, 10 Regent Street, Aberaeron, Ceredigion, S46 0HY.
Refunds
Simply return your purchases to us within 14 days, clearly stating that you would like a refund. We will then reimburse the value of returned goods directly to the original method of payment.
Exchange
Simply return your purchases to us within 14 days clearly stating that you would like an exchange.
Cancellations
You can cancel an order by emailing hello@nenaonline.co.uk quoting your NENA Order Number. Please make sure you include the words “order cancellation” in your email subject heading.
If you have already been sent an email confirming despatch, it will not be possible to cancel your order. As it can take as little as 3 to 4 hours for your goods to be despatched, it is advisable to check for this confirmation message BEFORE you email to cancel your order. If your goods have been despatched, please simply return your purchases to us in the normal way for a full refund.