Returns Policy

Our top priority is always customer satisfaction and with this in mind we always handle all enquiries and orders with efficiency and to the best of our ability. We always hope that you are 100% satisfied with your purchase but recognise that there can be certain issues with the goods once they are received. We are therefore happy to offer you a full refund or exchange if you are not entirely satisfied with your items. (These terms and conditions apply to the website only.)

We must stress that to qualify for a refund, all items must be returned to us in perfect condition, in their original packaging, unworn, odour free and with all the labels still attached.

For orders that qualify for free delivery, if items are returned and the total sale drops below £25 the cost of the original postage will be deducted from the refund.

The item must be returned within 14 days of purchase and a copy of the receipt should be enclosed in the parcel. All successfully returned items can only be credited to the account originally used to purchase the items. We are also unable to refund any shipping charges. (It is advisable to use an insured method of delivery since Neil and Roo will not be responsible for lost or damaged parcels.)
If goods are returned after 14 days, you may receive a credit note for the total value of goods, less postage.  This credit note will be valid for 3 months from the date of issue.

With exchanges, your new item(s) will be despatched to you as soon as we receive your returning package and any additional payment which is required.

Sale Item Returns

Please note, for sale items and special orders we only offer a credit note or exchange – no refunds will be given.

If you wish to discuss any of the returns procedures please either;

E-mail us on sales@neilandroo.co.uk