Refund policy

Returns, Refunds & Cancellations Policy

Last updated: 2 August 2026

At Alpha Neon Ltd, we want you to be completely satisfied with your purchase. This policy explains your rights and our procedures regarding returns, exchanges, cancellations and refunds.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Returns

Customers may request an eligible return within 14 days of receiving their order through our self-service returns portal.

To be eligible for a return:

Items must be unused, unopened and in their original condition.
Apparel must be unworn, unwashed and have all original tags attached.
Products must be returned in their original packaging where reasonably possible.
Proof of purchase must be provided.

Submitting a return request does not automatically guarantee approval. Returned items will be inspected upon receipt to ensure they meet the requirements of this policy.

2. Your right to cancel

If you are a consumer, you have the right to cancel your order within 14 days of the day you (or someone you nominate) receives the goods, without giving a reason. This right applies to customers in the United Kingdom and the European Union.

To cancel, simply tell us before that period ends — contact us at orders@alphaneontm.com or use our self-service returns portal. You then have a further 14 days to send the goods back to us.

What we refund on cancellation. We will refund the price you paid for the goods, together with the standard delivery charge you paid to receive them. If you chose a more expensive delivery option, we refund the standard rate only.

When we refund. Within 14 days of receiving the goods back from you, or within 14 days of you providing evidence that you have returned them, whichever is earlier.

Return postage. You are responsible for the cost of returning the goods to us.

Reduction in value. We may reduce your refund to reflect any reduction in the value of the goods caused by handling them beyond what is necessary to establish their nature, characteristics and functioning.

The right to cancel does not apply to the categories listed in sections 7 and 8 below.

3. Exchanges

We offer exchanges subject to stock availability.

Exchange requests must be submitted through our self-service returns portal within 14 days of delivery.

Where you are exchanging an item because you have changed your mind:

You are responsible for arranging and paying for return shipping.
We will pay to send the replacement item out to you.
The delivery charge on your original order is not refunded.

We recommend using a tracked shipping service, as we cannot accept responsibility for items lost during return transit.

Once the returned item has been received and approved, the replacement item will be dispatched.

Where the replacement item is of a higher value, payment of the difference will be required before dispatch. If the replacement item is of a lower value, the difference will be refunded.

An exchange is offered as a courtesy. If you would prefer to cancel and receive a refund instead, you may do so under section 2.

4. Order cancellations before dispatch

Customers may request cancellation of an order through our self-service cancellation process before fulfilment.

Once an order has been fulfilled, packed for dispatch or shipped, it can no longer be cancelled through that process and must instead follow the returns process set out in section 2.

5. Faulty, damaged or incorrect items

Nothing in this policy affects your rights under the Consumer Rights Act 2015, including your short-term right to reject faulty goods within 30 days of delivery and receive a full refund.

If your order arrives faulty, damaged, defective or incorrect, please contact us as soon as you reasonably can at orders@alphaneontm.com and provide:

Your order number
A description of the issue
Photographs where applicable

Where a fault or error is confirmed, we will arrange an appropriate remedy which may include a replacement, repair or refund.

In these cases we cover all costs. We will pay for return postage, for the replacement item, and for delivery of the replacement to you. You will not be charged a second delivery fee.

If you would prefer a refund rather than a replacement, and you are within the short-term right to reject, that is your choice to make.

6. Non-returnable items

The following products cannot be returned, exchanged or refunded unless faulty, damaged or incorrectly supplied:

Opened food supplements
Consumable products that have been opened
Products with broken safety seals
Personal care products once opened
Gift cards
Custom-made or personalised items
Final Sale or Clearance products

This does not affect your statutory rights.

7. Supplements & hygiene products

Due to health protection and hygiene requirements, food supplements, consumable products and products supplied with safety or hygiene seals cannot be returned, exchanged or refunded once opened, unsealed, consumed or otherwise rendered unsuitable for resale, unless they are faulty.

This is a statutory exception to the right to cancel under the Consumer Contracts Regulations 2013. Sealed, unopened products may be returned as normal under section 2.

8. Return shipping costs

Unless an item is faulty, damaged or incorrectly supplied, you are responsible for the cost of returning goods to us.

Where you cancel under section 2, we will refund the standard outbound delivery charge you paid, as set out in that section.

Import duties, taxes and customs charges paid to a destination country are not refundable by us. Depending on where you are, you may be able to reclaim these directly from your local customs authority.

For returns from outside the United Kingdom, please contact us before sending anything back so we can advise on customs paperwork. Parcels returned without the correct documentation may be refused or incur charges which we will need to deduct from your refund.

9. Refunds

Once a returned item has been received, we will notify you whether your refund has been approved.

Approved refunds are issued to the original payment method used at checkout.

Where you paid using Clearpay, we process the refund to Clearpay, who will adjust your payment schedule or refund you directly in accordance with their terms. Refund timings for Clearpay orders are governed by Clearpay's processes.

Where you are exercising your statutory right to cancel under section 2, we will refund you within the deadline set out in that section.

In all other cases, refunds are typically processed within 10 business days of approval, although processing times may vary depending on your payment provider.

10. Incorrect or incomplete address

Customers are responsible for providing accurate and complete shipping information at checkout.

If an order is returned to us undelivered because the address supplied was incorrect or incomplete, we will contact you.

If you would like the order resent, we will arrange redelivery to a corrected address. A redelivery charge will apply, as we have already paid to dispatch the original parcel.

If you would prefer to cancel, your statutory right to cancel under section 2 applies and we will refund you in accordance with that section.

11. Refused delivery and unpaid customs charges

This section applies where a parcel is returned to us because you refused delivery, declined to collect it after being notified, or did not pay import charges due on an international order.

In these circumstances, any refund issued may be reduced by the original outbound delivery cost, any return carriage charged to us, and any customs, storage or handling fees incurred.

If a parcel is seized or destroyed by a customs authority because the goods are restricted in your country, we are unable to refund the goods or the delivery charge. Please check that the products you order can lawfully be imported into your country before purchasing.

12. Final sale items

Products marked as Final Sale, including items within our Clearance collection, cannot be returned or exchanged unless faulty, damaged or incorrectly supplied.

This does not remove your statutory right to cancel under section 2 where that right applies.

13. Returns abuse

We reserve the right to refuse returns or exchanges where:

Items show signs of use beyond what is necessary to inspect them.
Products have been opened, consumed or tampered with.
Safety or hygiene seals have been broken.
Returned items are not in a resalable condition.
We reasonably believe the returns or exchange process is being abused.