Refund policy

Can I Send It Back?

Yes. You have 30 days from the day your order arrives to return anything that is not right, for a refund, a replacement or an exchange.

Refunds go back to whatever you paid with. There is no restocking fee, and we will never try to push a credit note on you instead of your money.

Your Rights Under UK Law

Our 30 day window sits on top of rights you already have, and nothing on this page reduces them.

The Consumer Contracts Regulations 2013 give you 14 days from delivery to cancel for any reason at all, without explaining yourself, and a further 14 days to send the goods back. Cancel this way and we refund the goods plus the standard outbound delivery charge.
The Consumer Rights Act 2015 says goods must be as described, of satisfactory quality and fit for purpose. Where they are not, you can reject them for a full refund inside 30 days, or ask for a repair or replacement for up to six months.

What We Can Accept Back

Unworn and unwashed, in the condition it reached you, with tags and original packaging
Trying something on to check the fit is completely fine, exactly as you would in a shop
Underwear, swimwear and bodysuits only if the hygiene seal is still intact
Personalised or made to order pieces cannot be returned

If something comes back visibly worn out, washed, altered or damaged after delivery, the refund may be reduced. We will always email you first and explain why before doing that.

Starting a Return

First, email us. Send your order number, which items are coming back, the reason, and a photo if anything arrived damaged or wrong.

Then wait for our reply. Within 24 hours you will have the returns address, an authorisation number and instructions. If the fault is ours, a prepaid label comes with it.

Then post it. Pack it securely with the authorisation number inside. Use a tracked service, because we cannot refund a parcel that never reaches us.

Please do not send anything back before you have the authorisation, and do not use the address printed on your original parcel. That is a dispatch point, not our returns facility, and parcels sent there go astray.

Our returns address is 63 Upper Tilehouse Street, Hitchin, Hertfordshire, SG5 2EE, United Kingdom.

Who Pays the Postage

We do when the item is faulty, damaged, or not what you ordered. Prepaid label, nothing for you to pay.

You do when you have changed your mind or want a different size.

Damaged or Wrong Items

Have a look at your order when it arrives. If anything is faulty, damaged, or not what you ordered, whether that is the wrong size, colour or piece entirely, email us within 30 days with a photo and your order number. You choose: full refund including the original delivery cost, or a replacement.

Colours on Screen

Product photography is shot under studio lighting, and every screen renders colour differently. A shade that looks slightly off from the photograph is not a manufacturing fault.

It is still covered, though. If the colour is not what you pictured, the 30 day window and your statutory right to cancel both apply, so send it back for a refund.

Exchanges

Want a different size or a different piece? Email us and we will arrange it. On a size or preference swap you cover the postage back to us and we cover sending the replacement out. If we sent the wrong thing, both directions are on us.

Quicker in practice: request a refund on what you have and place a fresh order straight away. Your replacement then ships immediately instead of waiting on the return to land.

Getting Your Money Back

Once your return reaches us and passes inspection, we process the refund within 5 working days and email you the moment it goes through. Your bank then needs another 3 to 10 working days to show it.

It goes back to the original payment method, because that is the only route payment providers permit. We cannot send it to a different card.

Outbound delivery charges come back to you where you cancelled within the statutory 14 days, or where the item was faulty or not as described.

More than 14 working days since we confirmed the refund and still nothing? Email us and we will trace it with our payment processor.

Cancelling Before Dispatch

Free, any time before the order goes out. Email us with your order number and CANCEL ORDER in the subject line, as soon as you decide. Our fulfilment runs automatically and orders move to packing quickly, so speed helps.

Already on Its Way

Once a parcel has been dispatched we cannot recall it. Refuse it at the door, or take delivery and start a return under the terms above.

If the Address Was Wrong

Delivery details are the customer's responsibility at checkout. We cannot take liability for parcels delayed or lost because the address was incomplete or incorrect.

Where delivery fails for that reason, any carriage we are charged comes off the refund. If you would rather we resend it to a corrected address, the additional postage is yours to cover.

Uncollected and Refused Parcels

Parcels left uncollected at a depot or collection point, or refused at the door, come back to us automatically. In those cases the return carriage we are charged is deducted from the refund.

If You Are Not Happy With Us

Email us with COMPLAINT in the subject line and we will respond within 5 working days. You can also get free, independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

Summary

Return window: 30 days from the day it arrives
Statutory cancellation: 14 days to cancel, 14 more to return
Postage if you changed your mind: paid by you
Postage if it is faulty or wrong: paid by us, prepaid label
Restocking fee: none
Refund processed: within 5 working days of inspection
Bank posting: a further 3 to 10 working days
Refund route: original payment method only
Cannot be returned: personalised items, opened hygiene products
Cancellation: free any time before dispatch

Governing Law

This policy is governed by the law of England and Wales and by applicable United Kingdom consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing here affects your statutory rights.

Contact

Store Name: Nenare
Company Name: KALIVERO LLC
Warehouse and Returns Address: 63 Upper Tilehouse Street, Hitchin, Hertfordshire, SG5 2EE, United Kingdom
Company Address: 1209 Mountain Road Pl NE, Ste R, Albuquerque, New Mexico, 87110, United States
Email: info@nenare.com
Phone: +44 7418 378514