Refund policy

60 days to change your mind

You have 60 days from receiving your order to request a return, for any reason. You do not need to explain yourself.

Condition

Because of the nature of the product, we ask that returned items are clean and in a condition we could reasonably pass on. Original packaging is helpful but not required.

How to start a return

Email info@naiela.com with your order number. We will reply with a prepaid returns label and the return address. Please do not send anything back before contacting us, as we cannot process returns that arrive unannounced.

Return postage

UK return postage is free. We provide the label.

Refunds

Once your return reaches us we will inspect it and email you the outcome. Approved refunds are issued to your original payment method within 5 working days. Your bank may take a few days more to show it.

Faulty or wrong items

If your order arrives damaged, faulty, or is not what you ordered, email info@naiela.com with a photograph and your order number. We will replace it or refund you in full, including any postage you have paid. This is in addition to your statutory rights under the Consumer Rights Act 2015.

Your legal right to cancel

Separately from the above, UK law gives you 14 days from receiving your order to cancel it for any reason, and a further 14 days to return the goods. Our 60 day policy is longer and more generous, but it does not replace or limit that right.