Returns and refunds

The short version

• 14 days to cancel the order outright under UK distance selling rules, counted from the day the parcel arrives.
• 28 days in total to send anything back to us unworn, with tags attached — our own window, longer than the law requires.
• Refunds go to the card or account you paid with, within 14 days of the goods reaching us.
• Faulty or wrong items are always our cost, including the postage both ways.

Your statutory right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel a distance order for any reason within 14 days of the day you, or someone you nominate, receives the goods. You then have a further 14 days to send them back.

How to do it is set out on Cancelling an order, which includes the model cancellation form. You do not have to give a reason.

Our 28-day return window

Beyond the statutory period we accept returns for 28 days from delivery, on the same terms, provided the piece is:

• unworn and unwashed, with no marks, perfume, makeup or smoke on it
• still carrying its tags and any protective wrapping
• complete — a two-piece set comes back as both pieces, a bag comes back with its chain

Jewellery and brooches are returnable on the same terms as long as they are unworn and the packaging is intact.

How to return something

1. Email support@neurovai.shop with your order number and the item code, and say what you are sending back.
2. We reply within one business day with the return address and a reference number. Do not post anything before you have that reference — parcels without one take far longer to match to an order.
3. Pack the piece as it arrived, put the reference in the parcel, and send it with a tracked service.
4. Keep your proof of postage until the refund reaches you.

Who pays the postage

• You pay the return postage if you have simply changed your mind or the size is wrong. We cannot refund what you spend on postage in that case.
• We pay if the piece is faulty, damaged in transit, or not what you ordered. Email us first and we will cover the cost.

Until the parcel reaches us it is your responsibility, which is why we recommend a tracked service.

Refunds

We refund to the original payment method. Refunds are issued within 14 days of the returned goods reaching us, or of you showing us proof of postage, whichever is earlier. Your bank may take a further 3 to 5 working days to show the money.

When you cancel a whole order under the statutory 14-day right we also refund the standard delivery charge you paid. If you chose a faster service than our standard one, we refund the standard rate. If you return only part of an order, the delivery charge stays with the part you kept.

We may reduce a refund to reflect handling beyond what is needed to check the piece — for example a jacket that has clearly been worn out of the house. We will always tell you before we do it and explain the amount.

Faulty, damaged or wrong items

Your rights under the Consumer Rights Act 2015 sit on top of everything above and are not affected by it.

• Within 30 days of delivery you may reject a faulty item and ask for a full refund.
• After 30 days, and within six months, you may ask for a repair or a replacement first.
• Email support@neurovai.shop with your order number and two or three photographs in daylight. We answer within one business day and we pay the postage.

What we cannot take back

We do not sell personalised or made-to-order pieces, so almost everything can come back. The exceptions are items returned worn, washed, altered or damaged by use, and items sent back without contacting us first and without the reference number in the parcel.

Disputes

If you are unhappy with how a return has been handled, write to support@neurovai.shop with Complaint in the subject line. We acknowledge within one business day and aim to resolve within ten business days. Raising it with us first is usually faster than a chargeback, and your statutory rights are unaffected either way.