RETURNS

We want you to be completely happy with your purchase. If, however, you would like to return your Goods, please return them in their original condition within 21 days of receiving them. Goods that do not reach us within 21 days and in their original condition will not be valid for exchange or refund. 

We therefore advise that you act immediately upon receiving your Goods to notify us if you would like a refund or to exchange the Item for a different size (note, we can only exchange an Item for a different size) and to obtain a returns number from us. You can obtain a returns number by emailing info@neoposition.com. We aim to answer all returns requests by email within 48 hours, enabling you to return your Goods to us as soon as possible. 

Please note that you must return the Goods to us at your own expense.

You are responsible for the risk of loss or damage when you return Goods, so we recommend that you take out enough postal insurance to cover their value and that you obtain a proof of postage receipt from the post office. 

The Goods must be unused, unworn and unwashed. 

You have a duty of care for the Goods, so please be very careful when inspecting them and trying them on. In the case of Items of clothing, please ensure you are not wearing make-up, perfume, deodorant or antiperspirant that may mark them as we will not be able to arrange an exchange or provide a refund for any Goods returned to us carrying any odours, marks or stains.  

Unfortunately, manufacturing faults do occasionally occur. If you believe an Item to be faulty (or is not the Item you have ordered), please contact us by emailing info@neoposition.com and we will advise you on next steps. Please be aware that we will only accept Goods returned to us in their original condition unless we have received notification that they are faulty prior to them being returned to us. 

REFUNDS

We process returns as quickly as we can, but it can sometimes take a while between posting back the returned Item or Items and receiving the refund.

Please contact us only if 14 or more days have elapsed since the estimated time of delivery of your returned Items and you still haven’t received the refund.

Refunds are always credited to the original method of payment. 

EXCHANGES

We’re happy to exchange an Item for a different size. Please notify us that you would like to exchange the Item for a different size and what size you would like to receive in exchange when contacting us for a returns number.

All exchanges are subject to stock availability. If an Item is out of stock at the time of the exchange being processed, a full refund will be issued.

If you want to exchange your Item for a completely different Item, we ask that you place a new order. 

If you need your exchange in a hurry, we also suggest you place a new order and send back the Item you would like to return for a refund.

Your UK statutory rights are not affected by our returns policy.