At Neo & Zeal we really hope that you’ll be delighted with your purchase. However, should there be any reason that you’re not entirely satisfied, you may cancel your whole order within 14 working days following the date you receive the order, in line with your statutory rights. To cancel your order, you must inform us in writing by e-mail or by using the Contact Us page of our website – do not social network platforms as a method of cancellation. Any notice you send after this period shall not be effective to entitle you to return your goods, or receive a refund.
If you’re cancelling your order because you’ve changed your mind and your order has already been despatched, you’ll be responsible for returning the goods within 30 days from the date you received the order, at your own cost. On receipt of your return, we’ll examine the goods and assess them for a refund. We can’t accept any goods to be returned for refund if they’ve been used, or are in a condition other than sent to you originally. If the goods are not returned within 30 days, we’ll consider that your order has been received, accepted and used accordingly, and you’re no longer wanting to return it.
If you’re eligible for a refund, we’ll send your refund back to the method of payment you used when you originally paid for your order. The refund amount will be the total amount you paid for the order, excluding any delivery cost if charged. Refunds can take up to 30 days from receipt of the return. It is your responsibility to advise us of any changes to your PayPal email address.
Faulty Item(s)
If you receive goods that are faulty or incomplete on arrival, you must notify us within 72 hours of receipt of your order in writing by e-mail or by using the Contact Us page of our website – do not social network platforms.
For faulty items, we may request photographic evidence of any visible fault before being returned to us. On receipt of your return, we’ll examine the item for the fault. If the fault is verified, we’ll replace the item within 5 working days at no additional cost to you and you’ll be reimbursed for any reasonable carriage costs incurred by the return. If, for any reason, we’re unable to replace the item (for example, due to discontinuation of a product), you’ll be offered a choice of a substitute alternative product or a refund for the faulty item. We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
If the item you’ve returned is found not to be faulty, you’ll be notified in writing. You’ll receive a refund or an offer of a replacement for the original item, however we’ll ask you to cover the delivery charges, and no return delivery charges will be refunded.
Item(s) Damaged On Arrival
In the unlikely event of you receiving a damaged product, you must notify us within 48 hours of receipt of your order in writing by e-mail or by using the Contact Us page of our website – do not social network platforms.
For damaged items, we may request photographic evidence of any visible damage before being returned to us. On receipt of your return, we’ll examine the item for the damage. If the damage is verified, we’ll replace the item within 3 working days at no additional cost to you and you’ll be reimbursed for any reasonable carriage costs incurred by the return.
If the item you’ve returned is found not to be damaged, you’ll be notified in writing. You’ll receive a refund or an offer of a replacement for the original item, however we’ll ask you to cover the delivery charges, and no return delivery charges will be refunded.
Item(s) Not Required
If you wish to return an unwanted item, you must inform us in writing by e-mail or by using the Contact Us page of our website, within 14 days of receipt of the item. The item should be returned to us within 28 days of you notifying us. You’ll be responsible for returning the goods at your own cost, and they should be returned in their original packaging and ‘as new’. A refund will be credited back to your original method of payment for the item only within 30 days of the cancellation providing we have received the item back.
We can’t accept returns for perishable items (those items supplied with a printed Use By date).
Extra Item(s) Delivered
If, by mistake we supply you with extra items, you must notify us immediately, either in writing by e-mail or by using the Contact Us page of our website, and the item(s) should be returned to us. Once the items have been returned, you’ll be reimbursed for any reasonable carriage charge incurred by the return.
If you don’t inform us of receipt of extra items and you’re found in possession of goods that you’ve not paid for, you’ll be charged for the goods in full.
Non-Delivery Of Item(s)
We class an order as non-delivery if it has not arrived within 2 weeks. You’ve 21 days from when you made you payment to notify us, either in writing by e-mail or by using the Contact Us page of our website, of any missing, damaged or faulty items. Orders over this time period will not be refunded or replaced.
We’ll then investigate the non-delivery with the relevant delivery service provider used for the order and offer you a replacement order to be sent out or a full refund for the undelivered goods within the required 21 days.
Out Of Stock Items
We try to keep our website as up-to-date as possible, however we do not have a real time system. If there are any out of stock items, we’ll deduct these from your order, which will generate a refund that will be put back to the original method of payment within 1-7 business days. Please note we do not offer a back-order service.