Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To initiate a return, please contact us for a returns number. We do not require a reason.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, please ensure you enclose your full name and address and order number (or the original packing slip if possible).
There are certain situations where only partial refunds are granted:
– Any item not in its original condition, is damaged or missing parts for reasons not due to our error
– Any item with damaged packaging.
In these cases we will contact you before processing your refund.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within five working days.
Please note that processing times vary and the time taken for your refund to appear on your statement will depend on your bank or credit card company.
Original shipping charges will be refunded at our standard shipping rate – any additional charge paid optionally for expedited shipping is non-refundable.
We will replace items if they are defective or damaged. If you need to exchange it for the same item, please use the form to contact us or send us an email at firstname.lastname@example.org and send your item to: Neusu Returns, 56 Waverley Road, Yate, Bristol, BS37 5QR, United Kingdom.
Returning an item received as a gift
If the item was marked as a gift when purchased and shipped directly to the recipient, we will also authorise an exchange of an unused gift for another item or for gift credit.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves, we will send a refund to the gift giver and they will be notified of the return.
Monetary refunds can only be made to the original payment method, however we can accept exchange requests from both the gift giver and the recipient.
We are happy to replace any gifted item that is faulty or defective in the normal way.
To return your product, you should mail your product to: Neusu Returns, 56 Waverley Road, Yate, Bristol, BS37 5QR, United Kingdom.
You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable. This does not apply if the original item was damaged or defective.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
We recommend using a trackable shipping service or purchasing shipping insurance when returning an item, as we cannot guarantee that we will receive your returned item.