Refund and Returns Policy

This Returns Policy sets out your rights and our procedures regarding returns, cancellations, and refunds in accordance with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

If you are a consumer purchasing online, you have the right to cancel your order within fourteen days of receiving your goods without giving any reason under the Consumer Contracts Regulations 2013. After notifying us of cancellation, you then have a further fourteen days to return the goods.

To be eligible for a return, items must be unused and in their original condition. We may make a deduction from your refund if goods show signs of use beyond what is necessary to inspect them.

Custom-made or personalised items are not eligible for cancellation or return unless they are faulty, damaged, or not as described.

If goods are faulty, damaged, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015 which may include a repair, replacement, or refund depending on the circumstances.

Where a refund is approved, it will be processed within fourteen days of receiving the returned goods or evidence of return. Refunds will include standard delivery costs where applicable and will be issued to the original payment method used at purchase.

Unless the item is faulty or incorrect, you are responsible for return shipping costs. We recommend using a tracked delivery service as we cannot be responsible for items lost in transit.

To start a return, you must contact us at hello@neutrinogear.co.uk before sending any goods back so that we can provide return instructions.

We may update this Returns Policy from time to time and any changes will apply from the date they are published on our website.