Policies & Disclaimers
All Neo G's company policies are detailed in the corresponding sections of this document. Simply scroll down to find the answers!
Neo-g.co.uk Delivery Policy
In appreciation of your purchase we offer complimentary standard delivery on all non trade orders via Royal Mail 2nd class recorded delivery – 3-5 working days. By completing your order you are agreeing to purchase your item on this basis, unless you specify an alternative delivery service i.e. one of the following:
Special Delivery Options
- 1st Class Delivery - (Royal Mail 1st class recorded delivery – 1-2 working days)
- Expedited (Express) delivery – delivered Next Day – must be signed for
- Delivery within Europe – Royal Mail AIRSURE (Trackable but not signed for)
or ISF (International Signed For)
- Delivery outside Europe – Royal Mail Airsure (Trackable but not signed for)
Returns Policy & Details
Where goods have been delivered to The Customer in accordance with an order placed by them, but are subsequently not required, The Customer is required to return them to The Company at The Customer's cost and to take reasonable care of those goods in the meantime.
Returning an Item
All items being returned by The Customer must be unused and in their original condition and packaging and returned within 30 days of receiving the goods. If these conditions are met, Neo G will issue a full refund upon receipt of the good(s), or exchange items where required. In addition to this, customers are asked to include a copy of the packing slip/order ID stating the reason for the goods being returned, so as to prevent any further delay in processing the return.
Neo G will only refund the delivery charge if the return is as a result of our error, or as a result of a genuine fault with an item, but instructions in these instances should be sought form the sales office first (Tel: +44 (0)1423 507 309). In the case of faulty goods, faults can only be determined upon return of your item and at the discretion of Neo G. Neo G cannot be made responsible for the loss of your items when returning them to us, however we do suggest that you return items via recorded post, to help you to track and trace the whereabouts of your parcel and cover yourself for any loss should it occur.
How do I return an item?
The packing slip we sent with your order also doubles up as a returns form. At the bottom of your packing slip you will see instructions on how to return your item, where to send it and the information we need from you. All you need to do is tell us why you are returning your item and what you would like us to do next (exchange, refund or other). For exchanges, please state the size, product code and delivery address of the item you require to enable us to deal with your request more efficiently.
Where possible, please send items back to us (ensuring the item is packed securely) via recorded delivery to:
Returns Department Neo G Ltd Unit 8a,b,c
Killinghall Stone Quarry,
Ripon Road,
Killinghall,
Harrogate,
HG3 2BA, England
When will I receive my Refund or Exchange?
When we receive a returned item, our returns department will first ensure that it meets the conditions set out in our returns policy. Once this is checked we will process your request as stated on the packing slip you enclosed with your item. Exchanges will be processed and dispatched immediately, unless there are any unforeseen problems with your returned item, which may include the goods, the return information provided or if the items you require are out of stock.
Refunds will be completed as soon as possible, and these usually clear within 7 days of us receiving your returned goods. Refunds are also issued according to the way you originally purchased your items and only processed after we receive your goods and the relevant checks have been made. Therefore a guaranteed time scale for refunds or exchanges cannot be specified.
Special and Sale Items
In the interests of hygiene certain items cannot be accepted back unless faulty; these items include Hosiery and bunion splints/supports. If in doubt then please speak to the office before opening or using. Items purchased that have a Was and Now price are classed as being in a sale and can only be exchanged for other sizes, if a different product is required then the additional cost of the other item will be charged. All media and discount codes are not applied to items in a sale. Promotional, media and discount codes are only available through the website (unless otherwise stated).
Medical & Trade Accounts
Handling and Delivery Charges for Medical/Trade Accounts
- 20 pieces or more for free delivery within mainland UK, per order
- 3-19 pieces, £9.00 per order within mainland UK
- 1-2 pieces, £5.00 per order within mainland UK
- Deliveries outside the UK – delivery charges will depend on weight, dimensions and destination
Account Information for Medical/Trade Accounts
- You will be invoiced on dispatch of goods
- Payment terms are 30 days from invoice date (unless otherwise agreed)
- BACS payments details are reflected in the invoice
- European Union members must provide their EC VAT registration details
- UK VAT exemption for customers who are VAT exempt, proof of exemption
must be included on account application
Accounts outside the UK
All international customers will be dealt with individually. All international trade discounts, payment terms, delivery arrangements and orders will be dealt with on a case by case basis and are subject to agreement/approval by the Neo G Accounts team. Contact details are as follows: accounts@neo-g.co.uk +44 (0)1423 552 747.
Copyright & Disclaimer
Copyright Statement: All content on this site is protected by UK and international copyright laws. This means that no part of the site may be copied, reproduced, distributed, redistributed, modified displayed or performed without prior written consent by Neo G Limited.
Disclaimers: This site is provided as a shopping resource by Neo G Limited. Neo G Limited makes no express or implied warranties of any kind relating to the provision of information or service on or by this site. Neo G Limited will not be liable for any damages of any kind arising from the use or misuse of this site or any of the information contained within it.
