Nelanathelabel Reviews 

Reply from Nelanathelabel

Nov 7, 2026

Hi Grant,

Thank you for taking the time to leave your feedback.

We would just like to clarify a few points, as the information in your review is not entirely accurate.

At Nelana, we absolutely do offer refunds on full-priced items, provided they meet our returns policy requirements.

As clearly outlined in our returns policy, orders placed using a discount code, including our athletes codes, are considered discounted purchases and are therefore eligible for store credit rather than a refund.

This policy applies to all discount codes, not just those associated with our athletes.

We pride ourselves on being transparent with our customers and ensuring our returns policy is readily available on our website before purchasing.

We're always happy to assist with any questions regarding returns and encourage you to reach out to our customer service team if you require further clarification.

Kind regards,
Nelana Team xx

Reply from Nelanathelabel

Nov 7, 2026

Hi Monique,

Thank you for sharing your feedback.

We are disappointed to read your review, as we feel it does not accurately reflect the efforts our team made to assist you.

As outlined in our returns policy, all items returned for a change of mind or sizing must be in their original, unworn condition, free from pet hair, marks, odours or other signs of use.

Unfortunately, the items you returned did not meet these requirements due to the presence of pet hair. This is a hygiene standard we apply consistently to all customers.

While we understand this was frustrating, our team did explain the reason for declining the return and offered to send your items back to you.

We always aim to provide a fair and consistent experience for every customer, and our team works incredibly hard to assist wherever possible.

We stand by our returns policy and the way this matter was handled, while respecting that you may be disappointed with the outcome.

Kind regards,
Nelana Team xx