Returns & Refunds Policy
Last updated: 16 October 2026
We want you to love what you order from Nektargrid. If something isn't right, this policy explains how to return it and get your money back. Your statutory rights as a consumer are not affected.
Your 14-Day Right to Cancel
You can cancel your order and return items within 14 days of receiving them, without giving a reason. This right applies under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Return Conditions
To be eligible for a refund, items must be:
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Unworn, unwashed and unaltered
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In their original condition with all tags attached
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Returned with the original packaging where possible
You may try items on as you would in a shop to check the size and fit. We may reduce your refund if items show signs of wear, damage, makeup, perfume or washing beyond what is needed to check them.
Items That Cannot Be Returned
For hygiene reasons, the following items cannot be returned once the seal or hygiene protection has been removed, unless they are faulty:
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Underwear and lingerie
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Swimwear
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Earrings and other pierced jewellery
How to Return an Item
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Email us at info@nektargrid.com within 14 days of receiving your order, with your order number and the items you would like to return.
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We will reply with the return address and instructions.
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Send the items back to us within 14 days of telling us you wish to return them.
We recommend using a tracked delivery service and keeping your proof of postage, as we cannot be responsible for returns lost in transit.
Return Costs
Unless the item is faulty or we sent you the wrong item, you are responsible for the cost of returning it.
Refunds
Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method within 14 days of us receiving the items (or proof that you have sent them back).
Your refund will include the price of the items and the standard delivery cost you originally paid. If you chose a more expensive delivery option, we will only refund the cost of standard delivery. Please allow a few extra working days for the refund to appear in your account, depending on your bank or payment provider.
Exchanges
We do not offer direct exchanges. If you need a different size or colour, please return the original item for a refund and place a new order.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or is not what you ordered, please contact us at info@nektargrid.com as soon as possible, ideally with photos. We will cover the return cost and offer a replacement or full refund, in line with your rights under the Consumer Rights Act 2015.
Contact Us
If you have any questions about returns or refunds, please get in touch:
Nektargrid (Gouter Life Ltd) Flat 45 Marina Point, Lensbury Avenue, London, SW6 2GX, United Kingdom Email: info@nektargrid.com