Refund policy

RETURN & REFUND POLICY

Last updated: 19 February 2026

1. 14-Day Return Period (UK & International Orders)

You have the right to request a return within 14 days of receiving your order.

To be eligible for a return:

  • The item must be unused, unopened and in the same condition that you received it.

  • Apparel must be unworn, unwashed and with original tags attached.

  • Items must be in original packaging.

  • You must provide proof of purchase (order number or receipt).

To request a return, you must contact us first at:

orders@alphaneontm.com

Returns sent without prior authorisation will not be accepted.

2. Exchanges

We do offer exchanges.

To request an exchange:

  • You must contact us at orders@alphaneontm.com within 14 days of receiving your order.

  • You must include your order number.

  • You must clearly state which item you would like in exchange.

  • You must include written confirmation inside the returned parcel stating your order number and the requested exchange item.

Customers are responsible for arranging and paying for their own return shipping using a suitable, tracked shipping method.

We recommend using a tracked and insured service, as we cannot accept responsibility for items lost in transit back to us.

Once we receive and inspect the returned item and confirm it meets our return criteria, we will dispatch the replacement item.

If the exchanged item is of higher value, you will be required to pay the price difference before dispatch.
If it is of lower value, we will refund the difference.

3. Consumer Rights – Faulty or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a refund, repair or replacement if goods are:

  • Faulty

  • Not as described

  • Not fit for purpose

If your item is damaged, defective, or incorrect, contact us within 48 hours of delivery with photos and your order number.

Where a fault is confirmed:

  • We will cover return shipping costs.

  • You will receive a replacement or full refund.

4. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Opened food supplements

  • Opened consumable products

  • Personal care goods once opened

  • Perishable goods

  • Custom or personalised items

  • Gift cards

  • Sale or clearance items (unless faulty)

This does not affect your statutory rights if the product is faulty.

5. Supplements & Hygiene Protection

Due to food safety regulations, supplement products that have been opened, tampered with, or had their safety seal broken cannot be returned or exchanged unless defective.

This is in accordance with Regulation 28 of the Consumer Contracts Regulations 2013.

6. EU 14-Day Cooling-Off Period

If your order is delivered to a country within the European Union, you have the right to cancel within 14 days of receipt without giving a reason.

However, this right does not apply to:

  • Opened supplements

  • Goods sealed for health protection reasons once unsealed

Returned goods must:

  • Be unused

  • Be in original condition

  • Include proof of purchase

7. Return Shipping Costs

Unless the item is faulty or incorrect:

  • Customers are responsible for return shipping costs.

  • Original shipping fees are non-refundable.

  • International customs charges are non-refundable.

If a parcel is refused or returned due to unpaid customs duties, refunds will be issued minus shipping and any charges incurred.

8. Refund Process

Once we receive and inspect your return, we will notify you of approval or rejection.

If approved:

  • Refunds will be issued to your original payment method.

  • Refunds are processed within 10 business days of approval.

Banks and card providers may take additional time to process funds.

If more than 15 business days have passed since approval, contact orders@alphaneontm.com.

9. Incorrect Address / Failed Delivery

If a parcel is returned due to:

  • Incorrect address

  • Failure to collect

  • Refusal of delivery

We will refund the order value minus:

  • Original shipping costs

  • Return shipping charges

10. Fraud & Abuse Prevention

We reserve the right to refuse returns or exchanges where:

  • Items show signs of use or tampering.

  • Safety seals are broken (supplements).

  • We suspect abuse of the returns policy.

11. Contact Information

Alpha Neon Ltd
Unit H
Innsworth Technology Park
Innsworth Lane
Gloucester
GL3 1DL
United Kingdom

Email: orders@alphaneontm.com

 

 

PAYMENT DISPUTES & CHARGEBACK POLICY

Last updated: 19 February 2026

1. Agreement to Contact Us First

By placing an order with Alpha Neon Ltd, you agree to contact us directly at orders@alphaneontm.com to resolve any issue before initiating a chargeback or payment dispute with your bank or card provider.

We are committed to resolving genuine issues quickly and fairly.

Unnecessary chargebacks may be treated as a breach of our Terms of Service.

2. Fraud Prevention & Verification

All orders are subject to fraud screening.

We may collect and retain:

  • IP address

  • Device data

  • Billing and shipping address

  • Payment verification data

  • Delivery confirmation

  • Signature confirmation (where applicable)

This information may be used as evidence in response to payment disputes.

If fraudulent activity is suspected, we reserve the right to:

  • Cancel orders

  • Refuse future transactions

  • Report fraud to the relevant authorities

3. “Unauthorised Transaction” Claims

If you file a chargeback claiming an unauthorised transaction:

We reserve the right to submit the following evidence to your bank:

  • AVS (Address Verification) match confirmation

  • CVV match confirmation

  • IP address and geolocation data

  • Order history

  • Delivery confirmation

  • Tracking confirmation

False claims of unauthorised use may constitute fraud.

4. “Item Not Received” Claims

We use Royal Mail and tracked courier services.

Delivery confirmation from the carrier constitutes proof of delivery.

If tracking confirms delivery to the address provided at checkout, we are not liable for:

  • Theft after delivery

  • Loss due to incorrect address provided by the customer

  • Delivery to a safe place requested by the customer

Customers are responsible for ensuring accurate shipping information.

5. Customs Refusals & International Orders

Customers outside the United Kingdom are responsible for:

  • Import taxes

  • Duties

  • Customs fees

If an order is refused due to unpaid customs charges:

  • Original shipping costs are non-refundable

  • Return shipping charges will be deducted

  • If destroyed by customs, no refund will be issued

Chargebacks related to customs duties will be disputed.

6. Supplement Returns & Opened Products

Due to hygiene and food safety regulations:

  • Opened supplements cannot be returned

  • Products with broken seals cannot be refunded unless faulty

Chargebacks relating to opened consumable products will be disputed where policy has been clearly stated.

7. Abuse of Chargeback Process

Filing a chargeback after:

  • Receiving goods

  • Failing to contact us

  • Refusing delivery

  • Ignoring return instructions

May result in:

  • Permanent ban from future purchases

  • Debt recovery action

  • Recovery of administrative fees

  • Legal action where appropriate

We reserve the right to recover reasonable costs associated with defending fraudulent disputes.

8. Evidence Retention

We retain transaction records, delivery confirmation, and order data for fraud prevention and dispute defence in accordance with our Privacy Policy.