Refund policy

We want the returns process to be clear and straightforward. This policy is additional to, and does not limit, any rights customers have under UK consumer law.

Return period

Customers may request a return or exchange within 14 working days after the date the order is delivered. A working day means Monday to Friday, excluding UK public holidays.

To start a return, contact customer support before sending the goods. Please provide the order number, the email address used for the order, the product to be returned and the reason for the request.

Return requests: support@neurolinklabs.com

Return eligibility

For a change-of-mind return, the product should be returned complete, with all supplied accessories and, where reasonably possible, in its original packaging. Customers may inspect a product as they would in a physical shop. We may reduce a refund only where UK law permits and the value of the product has been reduced by handling beyond what is reasonably necessary to inspect it.

Products that arrive faulty, damaged, incorrect or not as described remain covered by the Consumer Rights Act 2015. Nothing in this policy removes the customer's statutory remedies, including repair, replacement, price reduction or refund where applicable.

Return costs

NEUROLINK LABS LTD pays all reasonable return and exchange costs. After approving the request, we will provide a prepaid return label or written reimbursement instructions. Customers should not pay an unapproved premium return charge or send a cash-on-delivery parcel.

Return address

The dispatch and return address is the company's registered office:

L220, Beaconside Business Village, Stafford Enterprise Park, Weston Road, Stafford, United Kingdom, ST18 0BF

Please contact us before returning a product so that we can issue the correct instructions and identify the parcel when it arrives.

Refund timing and method

Once the returned goods have been received and checked, we will issue the approved refund within 3 working days. Where applicable law requires an earlier refund following valid evidence of return, we will comply with that requirement.

Refunds are made to the original payment method. We do not charge a refund fee. The store provides free standard delivery, so there is no standard outbound delivery charge to deduct. A bank or payment provider may need additional processing time before the credit appears on the customer's account.

Exchanges

Where stock is available, a customer may request an exchange within the same 14-working-day period. We pay the approved return cost and the standard delivery cost of the replacement. If the requested replacement is unavailable, we will offer an alternative or a refund.

Damaged, faulty or incorrect orders

Contact us as soon as reasonably possible and include the order number, a description of the issue and clear photographs where appropriate. Do not dispose of the product or packaging until we have provided instructions. We will offer the remedy required by law and will cover reasonable return costs.

Exceptions

A statutory change-of-mind right may not apply to goods made to the customer's specifications or clearly personalised, sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, or other goods excluded by law. This does not affect rights relating to faulty, damaged or misdescribed goods.