Fulfilment policy
Cancelling an order
How to cancel before dispatch, how to use the 14-day statutory right to cancel, and the model cancellation form.
Before it has been dispatched
Email support@neurovai.shop as soon as you can, with your order number and the word Cancel in the subject line. If the order has not yet left our supply partner we will stop it and refund you in full, including delivery.
Orders move to dispatch within 1 to 3 business days, so the sooner you write the better. If it has already gone, treat it as a return under the 14-day right below.
The 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel this contract within 14 days without giving a reason. The period ends 14 days after the day on which you, or someone you nominate, takes physical possession of the goods. Where an order arrives in several parcels, it ends 14 days after the last one arrives.
To exercise the right, tell us clearly before the 14 days are up. An email to support@neurovai.shop is enough. You may use the form below, but you do not have to.
Once you have told us, you have a further 14 days to send the goods back. We will refund all payments received from you, including the standard delivery charge, within 14 days of getting the goods back or of you showing proof that you have sent them, whichever is earlier. Refunds go to the payment method you used and cost you nothing.
Model cancellation form
Complete and return this form only if you wish to withdraw from the contract.
To NEUROVAI, support@neurovai.shop:
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on ____________ / received on ____________
Name of consumer: ____________
Address of consumer: ____________
Order number: ____________
Date: ____________
Sending the goods back
Do not post anything before you have written to us — we will reply within one business day with the return address and a reference number to put in the parcel. You pay the cost of returning the goods when you are cancelling because you changed your mind. Use a tracked service and keep your proof of postage.
You are responsible for any loss in value caused by handling the goods beyond what is needed to establish their nature, characteristics and functioning.
Subscriptions and reservations
We do not sell subscriptions, memberships, reservations or anything on a recurring charge. Every order on this site is a single one-off purchase, so there is nothing to cancel after the order itself.
If we cancel
Very occasionally a piece turns out to be unavailable after you have ordered, or an obvious pricing error slips through. If that happens we will email you at once, cancel the affected line and refund it in full within 14 days. We will never substitute something different without asking you first.