Refund policy
Returns & Refunds Policy
Handmade & Made-to-Order Items
All items sold by Neutrals are handmade to order. Each piece is made individually at the time an order is placed.
Due to the nature of handmade, made-to-order products, returns and refunds are not accepted for change of mind, colour preference, texture, sizing, or if the item does not meet personal expectations.
By placing an order, you acknowledge and agree that the item is being made specifically for you.
Cancellations
Orders may be cancelled for a full refund only if work has not yet begun. Once production has started, orders cannot be cancelled, as materials and time will already have been allocated to your item.
If you wish to request a cancellation, please contact us as soon as possible at:
neutrals2001@gmail.com
Faulty or Damaged Items
If your item arrives faulty or damaged, please contact us within 48 hours of delivery with clear photographs of the issue.
Where a fault is confirmed, we will offer either:
- a replacement, or
-
a refund,
depending on the circumstances.
This does not affect your statutory rights.
Non-Returnable Items
The following items are non-returnable and non-refundable:
- Handmade or made-to-order items
- Custom or personalised items
- Sale items
- Gift cards
Returns will not be accepted for items that have been used, worn, washed, or are not returned in their original condition.
Returns Without Approval
Items returned without prior approval will not be accepted and may be returned to the sender. Please contact us before sending anything back.
UK & EU Consumer Rights
In line with the Consumer Contracts Regulations, the 14-day cooling-off period does not apply to handmade or made-to-order items. This is because the items are produced specifically for the customer once an order is placed.
Contact us
If you have any questions regarding returns or refunds, please contact us at:
neutrals2001@gmail.com