Returns & Refunds Policy
We want you to feel confident when ordering from NERRA. This policy explains how to request a return, the conditions that apply, who is responsible for return shipping costs, and how refunds are processed.
This policy applies to purchases made directly through:
Website: nerraactive.com
Email: hello@nerraactive.com
NERRA is operated by FLOWRA LTD, a company registered in England and Wales.
Nothing in this policy limits or excludes any statutory rights available to you under applicable consumer law.
Return Window
You may notify us that you wish to return an eligible item within 14 days of receiving your order.
After notifying us, you should send the item back within a further 14 days.
Please contact us before returning an item so that we can provide the correct return instructions and return address. The appropriate return address may vary depending on your location and order details.
Contacting us first helps us process your return efficiently and does not affect your statutory rights.
Return Conditions
For a change-of-mind return, the item should be:
- Unworn and unused;
- Unwashed;
- Clean and undamaged;
- Free from marks, scents, hair, lint or other signs of wear;
- Returned with its tags and any hygiene seal intact, where applicable; and
- Returned in its original packaging where reasonably possible.
You may inspect an item to the extent reasonably necessary to determine its nature, characteristics and fit, in the same way that you might inspect it in a physical shop.
We may make a reasonable deduction from the refund if the value of an item has been reduced because it has been handled beyond what is reasonably necessary to inspect it.
Missing or damaged packaging will not automatically prevent a return. However, it may affect the refund if it has caused a reduction in the item’s value.
Hygiene-Sealed Items
Grip socks are close-contact personal items.
Where an item is supplied in sealed hygiene packaging and is not suitable for return for health protection or hygiene reasons once opened, we cannot accept a change-of-mind return after the hygiene seal has been removed or broken.
This exception applies only where the item was supplied with an applicable hygiene seal or sealed hygiene packaging.
Items that are faulty, damaged, incorrect or not as described remain covered by your statutory rights, even where the hygiene seal has been opened.
Items Not Eligible for Change-of-Mind Returns
We cannot accept change-of-mind returns for:
- Socks that have been worn, used or washed;
- Items showing marks, scents, hair, lint or other signs of use;
- Items that have been damaged after delivery;
- Hygiene-sealed items where the applicable seal has been removed or broken;
- Gift cards;
- Personalised or custom-made items, where applicable; or
- Other items that are legally excluded from cancellation rights and were clearly identified before purchase.
Sale or discounted items are not automatically excluded from return. They are subject to the same applicable consumer rights as full-price items unless a specific lawful exception applies.
This section does not affect your rights in relation to faulty, damaged, incorrect or misdescribed goods.
How to Start a Return
To request a return, email:
Please include:
- Your order number;
- The item you would like to return;
- The reason for the return; and
- Clear photographs if the item is faulty, damaged or incorrect.
We will review your request and provide the applicable return instructions and return address.
Please do not send an item to an address shown on a parcel, invoice or website unless we have confirmed that it is the correct return address for your order.
Return Method
Returns are accepted by post following the return instructions provided by NERRA.
We do not currently offer in-store returns.
We recommend using a tracked postal service and keeping your proof of postage until the return has been completed.
Return Shipping Costs
Change-of-mind returns
For eligible change-of-mind returns, the customer is responsible for arranging and paying the return shipping cost.
Return shipping charges are not reimbursed unless required by applicable law.
Faulty, damaged or incorrect items
If the item is faulty, damaged, incorrect or not as described, contact us before returning it.
If we ask you to return the item, NERRA will provide an appropriate return method or cover the reasonable return shipping cost.
Do not arrange an expensive return service without our prior agreement, as we may only reimburse reasonable and necessary return costs.
Restocking Fees
NERRA does not charge a restocking fee for eligible returns.
Deductions may only be made where permitted by applicable law, such as where an item’s value has been reduced because it was handled beyond what was reasonably necessary to inspect it.
Refunds
Once your return has been delivered to the designated return address, we will inspect it and notify you by email of the outcome.
Returns are usually inspected within 3 business days after delivery.
If approved, the refund will be issued to the original payment method without undue delay and, where applicable, no later than 14 days after we receive the returned item or receive evidence that it has been sent back.
We may withhold the refund until we receive the item or evidence that it has been returned, whichever occurs first where applicable.
After NERRA issues the refund, your bank, card provider or payment service may take an additional 5–10 business days to post the funds to your account. These processing times are controlled by the payment provider.
Original Delivery Charges
If you cancel and return your entire order under an applicable statutory cancellation right, we will refund the original standard delivery charge where required by law.
If you selected a more expensive express, priority or upgraded delivery service, we are not required to refund the additional amount above the cost of standard delivery.
Original delivery charges are not normally refunded for partial returns unless required by applicable law.
Damaged, Faulty, Incorrect or Misdescribed Items
Please inspect your order when it arrives.
Contact us as soon as possible if:
- The item arrived damaged;
- The item is faulty;
- You received the wrong product;
- Part of your order is missing; or
- The item is materially different from its description.
Email hello@nerraactive.com and include your order number and clear photographs of the issue.
We will review the matter and, depending on the circumstances and your applicable legal rights, arrange an appropriate remedy such as:
- A replacement;
- A repair, where appropriate;
- A refund;
- A price reduction; or
- Another suitable resolution.
UK consumers may have a short-term right to reject faulty goods and obtain a full refund within 30 days, as well as further repair, replacement or refund rights after that period. Nothing in this policy restricts those rights.
Exchanges
We do not currently offer direct exchanges.
To choose a different colour, style or available size, please return the original item in accordance with this policy and place a new order.
This does not affect any right you may have to request a replacement for an item that is faulty, damaged or incorrect.
Order Cancellations
To request a cancellation or change, contact us as soon as possible at:
We will try to help, but we cannot guarantee that an order can be cancelled or changed after it has entered processing or been dispatched.
If the order has already been dispatched, you may use the applicable return process after receiving it.
Your statutory cancellation rights remain unaffected.
Refused, Unclaimed and Undeliverable Parcels
Please contact us before refusing delivery.
If a parcel is returned because it was refused, not collected, or could not be delivered due to an incorrect or incomplete address supplied by the customer, any refund will be assessed after the parcel is returned to us.
Reasonable delivery or return costs may be deducted where permitted by applicable law and where the delivery issue was not caused by NERRA or the carrier.
Return Processing and Communication
You are responsible for providing accurate order and contact information when requesting a return.
We will normally communicate about the return through the email address connected to the order.
Please keep:
- Your return confirmation;
- Proof of postage;
- Tracking information; and
- Any correspondence relating to the return
until the matter has been completed.
International Returns
Customers returning goods internationally are responsible for following the return instructions provided by NERRA.
For change-of-mind returns, the customer is responsible for the applicable return postage and any return-related customs documentation or charges, unless otherwise required by law.
Please clearly identify the parcel as a returned item where the postal or customs process allows. NERRA is not responsible for customs charges caused by incorrectly completed return documentation.
Statutory Rights
This policy is intended to explain NERRA’s standard return and refund process.
It does not replace, restrict or exclude any mandatory rights available to consumers under the laws that apply to their purchase.
If any provision of this policy conflicts with a mandatory consumer right, the applicable consumer law will take precedence.
Contact Us
For return and refund enquiries, contact:
Email: hello@nerraactive.com
Website: nerraactive.com
NERRA is operated by FLOWRA LTD, a company registered in England and Wales.