Refund policy

RETURNS, REFUNDS & CANCELLATIONS POLICY

Last updated: 19 June 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 applicable consumer protection laws.

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. EXCHANGES

We offer exchanges subject to stock availability.

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

Customers are responsible for arranging and paying for return shipping unless the item is faulty, damaged or incorrectly supplied.

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.

3. ORDER CANCELLATIONS

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 and must instead follow the returns process outlined in this policy.

4. FAULTY, DAMAGED OR INCORRECT ITEMS

Nothing in this policy affects your rights under the Consumer Rights Act 2015.

If your order arrives faulty, damaged, defective or incorrect, please contact us as soon as reasonably possible 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. We will cover reasonable return shipping costs where required.

5. 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.

6. 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.

7. EU RIGHT OF WITHDRAWAL

For orders delivered to countries within the European Union, customers have the right to withdraw from their purchase within 14 days of receiving their order without giving a reason, subject to applicable legal exemptions.

Withdrawal requests may be submitted through our self-service returns portal and cancellations process.

The right of withdrawal does not apply to:

• Opened food supplements
• Consumable products that have been opened
• Products with broken safety seals
• Goods sealed for health protection or hygiene reasons once unsealed
• Personalised or custom-made products
• Gift cards

Where applicable, customers will receive confirmation of their withdrawal request.

8. RETURN SHIPPING COSTS

Unless an item is faulty, damaged or incorrectly supplied:

• Customers are responsible for return shipping costs.
• Original shipping charges are non-refundable.
• International duties, taxes and customs fees are non-refundable.

If a parcel is refused or returned due to unpaid customs charges, any refund may be reduced by shipping costs, customs charges and return handling costs incurred.

9. REFUNDS

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

We reserve the right to withhold a refund until returned goods have been received and inspected.

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

Refunds are typically processed within 10 business days of approval, although processing times may vary depending on your payment provider.

10. INCORRECT ADDRESS OR FAILED DELIVERY

If a parcel is returned due to:

• An incorrect address provided at checkout
• Failure to collect the parcel
• Refusal of delivery

Any refund issued may be reduced by the original shipping costs and any return charges incurred.

11. FINAL SALE ITEMS

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

12. RETURNS ABUSE

We reserve the right to refuse returns 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 process is being abused.