RETURNS & REFUNDS POLICY

At Nemora, every Nemora BumpBrief is an intimate garment, worn next to the skin. As a matter of hygiene and consumer safety, we are unable to resell an item once it has been received by a customer. This policy sets out, formally and in full, what we are and are not able to offer. Please read it before contacting us about a return.

OUR POSITION ON UNDERWEAR RETURNS

Underwear cannot be taken back once it has left our fulfilment centre and reached a customer. For this reason, any item that has been worn, tried on, washed, or had its hygiene seal or tags removed may be unsuitable for return or resale.

This is a health and hygiene consideration. It does not mean you are left without a solution: because the item may not be suitable to come back to us, we aim to resolve things without a return, as set out below.

THE TWO RESOLUTIONS WE CAN OFFER

Where an item does not suit you, or where the sizing is not right, we offer two resolutions:

1. A size exchange.

We send you the correct size. You do not need to ship anything back to us. A size exchange covers one replacement item per order. If your order includes several BumpBriefs, the exchange applies to one item. Because intimate garments may not be suitable for resale for hygiene reasons, every replacement we send is a brand-new garment, so we offer one replacement per order.

2. A refund.

You keep the item, and we agree the refund amount with you directly, based on your situation. There is nothing to ship back where a return is not required.

ABOUT OUR 90-DAY RISK-FREE GUARANTEE

When we say try it risk-free for 90 days, we mean it: you are never left stuck with a BumpBrief that is not right for you.

If, within 90 days of delivery, it does not fit or does not suit you, we will work with you to make it right through one of the two resolutions above: a free size exchange so it works the way it should, or a refund.

Where a return is not required, you keep the item and there is nothing to send back.

Just email us within 90 days at livenemora@gmail.com and we will take care of you.

The only exceptions where a physical return may apply are a sealed and unworn item authorised by our team, and any return specifically required by applicable law.

TIME WINDOWS

Satisfaction (fit or suitability):

You have 90 days from the date your order is delivered to contact us for a size exchange or a refund under our guarantee. Any satisfaction request made after 90 days cannot be accepted under our voluntary guarantee, except where statutory rights provide otherwise.

Defective, damaged, or incorrect items:

These should be reported as soon as reasonably possible after arrival. Please contact us within 30 days of delivery so that we can resolve the issue quickly. This 30-day reporting period does not limit any statutory rights you may have under UK consumer law.

HOW TO REQUEST A RESOLUTION

Contact us at livenemora@gmail.com with the following:

• Full name

• Order number

• Item(s) involved

• Reason for your request

We will review your request and reply with the next steps.

Any item sent back to us without prior written authorisation may not be accepted. Please do not send anything back until our team has provided return instructions.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please check your parcel as soon as it arrives and report any defect, damage or error as soon as reasonably possible, preferably within 30 days of delivery.

Contact us at livenemora@gmail.com with a photo of what you received.

We will review the issue and arrange a replacement, refund or another suitable solution as quickly as we can.

Nothing in this section limits your statutory rights under the Consumer Rights Act 2015.

ITEMS WE CANNOT TAKE BACK OR EXCHANGE

The following may be excluded from our voluntary satisfaction guarantee or may not be eligible for a physical return, subject always to applicable statutory rights:

• Items that have been worn, washed, used, or altered, where the relevant hygiene or condition requirements apply.

• Items with a broken or missing hygiene seal, where the statutory hygiene exception applies.

• Satisfaction requests made more than 90 days after delivery, under our voluntary guarantee.

• Items sent back without prior written authorisation.

• Free gifts or bonus items included in a bundle.

• Gift cards.

• Final sale or clearance items, subject to statutory rights.

Nothing in this section affects your legal rights in relation to faulty, damaged or misdescribed goods.

RETURN SHIPPING (EXCEPTIONAL RETURNS ONLY)

In cases where a physical return is exceptionally accepted, such as a sealed and unworn item authorised by our team, or a statutory return required by law, we will provide the relevant return instructions.

Where the customer is responsible for return shipping costs, these will be communicated before the return is arranged.

We recommend using a tracked service, as we cannot be held responsible for returns lost on their way back to us.

Original outbound shipping charges are non-refundable except where applicable law requires otherwise.

In the rare cases where a return is exceptionally accepted (a sealed and unworn item authorised by our team, or a statutory return required by law), return shipping is a flat US$50, arranged and paid by the customer, and is non-refundable. We recommend a tracked service, as we cannot be held responsible for returns lost on their way back to us. Original outbound shipping charges are non-refundable.

UK customers:

If you are a consumer based in the United Kingdom, nothing in this policy affects your statutory rights, including your right under the Consumer Contracts Regulations 2013 to cancel within 14 days of delivery. For hygiene reasons, this cancellation right does not apply to underwear once the hygiene seal has been broken. To exercise it on a sealed, unworn item, email contact@saybeam.com within 14 days of delivery. Return shipping is US$50 at your expense unless the item was defective or incorrectly shipped.

REFUND PROCESSING

Refunds are issued to your original payment method.

For refunds under our voluntary guarantee, we aim to process payments within 7 to 10 business days after agreeing the refund.

Your bank or card issuer may need additional time to post the amount to your account.

Where a refund is required by law, we will process it within the applicable statutory timeframe.

Any item received back by us in a condition that makes it unsuitable for resale may be subject to the applicable hygiene and returns requirements. This does not affect any statutory rights you may have.

CHARGEBACKS

If you open a chargeback or payment dispute without contacting us first, we reserve the right to respond to the dispute and provide relevant order and transaction information to the payment provider.

Please always reach out to us first where possible. We answer every message, and we would much rather resolve things with you directly.

Nothing in this section restricts your right to contact your bank or payment provider or exercise any statutory rights.

POLICY ABUSE

Nemora reserves the right to refuse voluntary resolutions and decline future orders in cases of demonstrable abuse of our policies.

This includes, but is not limited to, repeated fraudulent refund requests, garments deliberately misrepresented as new when they have in fact been worn or used, and repeated abusive purchasing behaviour.

Nothing in this section affects your statutory consumer rights.

YOUR CONSUMER RIGHTS (UNITED KINGDOM)

Nemora operates as a sole trader based in England.

This policy is governed by the laws of England and Wales.

Nothing in this policy limits your statutory rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For online purchases, customers generally have a 14-day cancellation period beginning the day after receiving their goods.

There is a specific exception for sealed goods that are unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery. This exception only applies where the legal requirements are met.

To exercise your cancellation rights, or to discuss a return, email livenemora@gmail.com within the applicable cancellation period.

Where a valid cancellation is made, refunds will include standard delivery charges where required by law and will be processed within the applicable statutory timeframe.

For faulty, damaged or incorrectly described products, your rights under the Consumer Rights Act 2015 remain unaffected.

In the event of a conflict between this policy and applicable consumer protection law, the law will prevail.

CONTACT

For any questions regarding returns, refunds or exchanges, please contact us:

Email: livenemora@gmail.com

Website: https://livenemora.co.uk

Response time: Within 24 hours (Monday to Friday).

Business: Nemora, operated by a sole trader based in England.