Terms & Conditions: Returns, Refunds & Cancellations (UK)

Effective date: 1 January 2025 · Version 2.0

This section outlines the legally binding terms and conditions regarding order cancellations, returns, and refunds for purchases made on neow8.shop. By placing an order on our website, you agree to the following terms. These terms are designed to comply with applicable UK consumer protection laws, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, and do not affect your statutory rights.

1. Order Cancellation by the Customer

• Before Dispatch: You may request to cancel your order at no additional charge, provided that the order has not yet been processed and dispatched by our warehouse. To cancel, please contact our support team immediately at support@neow8.shop.
• After Dispatch: Once an order has been shipped and a tracking number has been generated, the order cannot be cancelled or modified in transit. If you no longer wish to keep the items, you must accept delivery and then initiate a standard return process subject to the conditions below.

2. Order Cancellation by the Website

We reserve the right to refuse, limit, or cancel any order at our sole discretion. Reasons may include, but are not limited to:

• Limitations on quantities available for purchase.
• Inaccuracies or errors in product or pricing information.
• Problems identified by our credit and fraud avoidance department.
• Unreachable delivery address or failure by the courier to contact the customer after multiple attempts.

If your order is cancelled by us after your credit/debit card has been charged, the full amount will be reversed and refunded to your original payment method within 7–14 business days.

3. Shipping, Delivery & Risk

• Free Shipping: Eligible orders qualify for free shipping, as shown at checkout under the applicable store rules.
• Processing & Delivery: Orders are typically processed within 1–2 business days, with an estimated delivery time of 3–5 business days after shipment. Delivery to UK addresses may occasionally be subject to customs processing, which can extend delivery times.
• Delivery Dates Are Estimates: All delivery dates are provided for reference only and may be affected by carrier delays, weather conditions, address issues, holidays, customs inspections, or other events beyond our control.
• Risk of Loss: Once the carrier takes possession of the package, the risk of loss or damage passes to you. We are not responsible for any loss, damage, or delay caused by the carrier after shipment. This does not affect your rights if the goods are faulty or not as described.

4. Returns and Refunds Conditions

• Return Period: You must notify us of your intent to return within 30 days from the date of delivery. This exceeds the statutory minimum 14-day cancellation period.
• Acceptable Reasons: Returns are accepted only for damaged, defective, incorrect, or misdescribed items. We do not accept returns for change of mind, buyer’s remorse, or any other discretionary reason, except where required by UK law.
• Product Condition: Returned items must be in their original, unopened, unused, and undamaged packaging, with all seals, tags, and documentation intact.
• Exclusions: For health, hygiene, and safety reasons, we strictly do not accept returns on opened cosmetics, personal care products, fragrances, innerwear, or items purchased under clearance/final sale promotions, unless they are defective or not as described.

5. Refund Payment Method

• Credit/Debit Card Purchases: All refunds will be credited back to the original card/payment method used at checkout. Please note that it may take 7–14 business days for the refund to appear on your statement, depending on your financial institution.
• Non-Refundable Fees: Original shipping charges, handling fees, and any customs/import duties paid are strictly non-refundable unless the return is due to our error (e.g., wrong or defective product received).

6. Return Process & Logistics

To initiate a valid return, please follow these steps:

1. Submit a formal request via email to support@neow8.shop with your Order Number and proof of purchase.
2. Do not send any item back before we review your case. Our customer service team will evaluate your request and, if approved, provide further instructions (including the return address and shipping method).
3. Once approved, you will be responsible for arranging and paying for the return shipping. A return shipping fee (to be communicated upon approval) will be deducted from your final refund amount, unless the return is due to our error (e.g., defective or incorrect item).
4. Refunds for approved returns will be processed in accordance with our refund policy after we receive and inspect the returned goods.

7. Governing Law & Dispute Resolution

These terms, conditions, and policies are governed by and construed in accordance with the laws of England and Wales. Any disputes, controversies, or claims arising out of or relating to your purchase or these return terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you have a complaint, please contact us first at support@neow8.shop so we can try to resolve the matter quickly. If we cannot resolve your complaint, you may be entitled to use an alternative dispute resolution (ADR) service. You can also contact Citizens Advice or your local Trading Standards office for further guidance.

8. Contact Information

For any official legal inquiries or formal support regarding these terms, please contact:

This policy is governed by the laws of England and Wales. Nothing in these terms affects your statutory rights as a consumer under UK law.

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