Delivery & returns

This policy covers consumer purchases from NeuZen. The rights below describe UK consumer purchases; customers outside the UK may also have rights under their local law.

Delivery charges and destinations

Delivery is free on every order, to the UK and worldwide. All displayed prices are in GBP and include VAT. We cannot deliver to destinations under UK sanctions or embargoes (currently Belarus, Cuba, Iran, North Korea, Russia and Syria).

For orders delivered outside the UK, NeuZen pays any import duties and taxes.

Dispatch and delivery times

All orders are dispatched within 5 working days. Once dispatched, your parcel should arrive within 5–8 working days. These are estimates, and delivery to some destinations may take longer. Unless a different delivery period is agreed, UK consumer orders must be delivered without undue delay and within 30 days of the contract being made.

If an order is late, missing or damaged in transit, contact NeuZen using our contact page. We remain responsible for goods until you, or someone you nominate, physically receives them, except where you independently appoint a carrier we did not offer.

If we miss an essential agreed delivery deadline, or refuse to deliver, you may be entitled to cancel immediately. Otherwise you can give us an appropriate additional period to deliver and cancel if we still do not do so. Statutory refund rights remain available.

Changing your mind

For most online purchases, you can cancel without giving a reason until 14 days after the day you receive the goods. For one order delivered separately, the period normally starts after you receive the last item. You can also cancel before delivery.

Tell us clearly that you want to cancel, identifying the order and your name. You do not need our approval for a valid statutory cancellation. Send the goods back within 14 days after telling us. Use our contact page to tell us you are cancelling and to receive instructions for returning your goods.

Inspecting and returning goods

You may inspect goods as you reasonably would in a shop. Please return the accessories and protect the goods in suitable packaging. Original packaging is helpful but is not a blanket condition of your statutory rights. Where the law allows, a refund may be reduced for loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

If you return goods because you have changed your mind, you pay the cost of returning them to us. We cover reasonable return costs for faulty or incorrectly supplied goods.

Refunds for cancellation

We refund the amount due using your original payment method unless you expressly agree otherwise, without a refund fee. This includes the cost of our least expensive standard delivery option, if any was paid; an optional delivery upgrade need not be refunded.

Refunds are made without undue delay. Unless we offer to collect the goods, we may wait for their return or evidence that you have sent them back, whichever comes first, and must refund within 14 days of that event. If we offer collection, the deadline is 14 days after you tell us you are cancelling.

Faulty, damaged or incorrectly described goods

Goods must be of satisfactory quality, fit for purpose and as described. UK law normally gives you a short-term right to reject non-conforming goods within 30 days of delivery. After that, you may be entitled to a repair or replacement, and then a price reduction or final rejection if the legal conditions are met.

Please describe the issue and supply proof of purchase. Photos can help where practical, but we do not make a video a universal condition of statutory remedies. These rights also apply to sale items and are separate from any warranty or change-of-mind period.

Exceptions, exchanges and additional cover

Some statutory cancellation exceptions can apply, including genuinely personalised goods and sealed goods unsuitable for return for health protection or hygiene reasons once unsealed. We have not designated any NeuZen product as exempt. Any applicable exception must be assessed and clearly disclosed before purchase; it does not remove rights for faulty goods.

Any commercial warranty will be described with the product and applies in addition to your statutory rights.