Returns, Refunds and Cancellations

This website is operated by NeoShores Ltd.

Our Return Policy

We want you to be happy with your order, we are determined to have each and every purchase result in a happy customer. Because everything here at NeoShores Ltd is handmade, there is some potential for human error. Usually, our quality control department will pick up on this and everything will be sorted before your order is even dispatched, however on the rare case that something does slip through then all you need to do is let us know. Take a look at the details below on how to do that:

If a product is faulty in any way, you can return it within 14 days. Contact our customer services team using the contact form, quoting your name and order number.

A customer service representative will then talk you through the returns procedure which can often be eased by providing a digital image of the fault (along with a clear description of the problem) in an email to our customer support team.

• In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email
• If the fault cannot be verified over the phone or email, you may need to return the item to us for inspection
• In that instance, a determination can then be made as to the state of the product
• Please do not send your products back to NeoShores without contacting a member of our team first

May we remind you to review the terms that you agreed to at the time of purchase. These are available at any time on our website.
Please note we work in accordance with these provisions:

• Non-Faulty Goods: We cannot accept returns of non-faulty goods because the products have been Made to order.
  
• Faulty Goods: To return faulty goods you need to first contact a member of our Customer Services Team using the contact form. 

We will only acknowledge returned goods if they are sent using DHL 'Signed For' Recorded delivery so you have proof of delivery. You will have to meet the delivery costs of returning the products, although we will refund the postage at our discretion once the item in question is rechecked. If we are at fault, then we will reimburse DHL 'Signed For' Recorded delivery postage costs.

It is only when we receive the item in its original state, that Neoshores Ltd will redo or recommend a remedy for a faulty item.

Please note: if the product is not in an unused condition then we will not be able to offer you a remedy save for faulty workmanship which we may repair. Where there is a minor fault, we may suggest an alternative remedy.

Our Refund Policy

Things don’t always go to plan, and we know that. That’s why we wait 60 minutes after you place your order before we start Procurement. Within these 60 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team who will be more than happy to help. Within these 60 minutes, if you contact us to cancel the order, we will be able to issue a full refund.

When you place an order with NeoShores Ltd. through any of its trading names, it’s not just a product that you are purchasing, but a service as well. We handmake every product and make it to order, so as soon as we start production of your bespoke items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after the production of your order has begun, we would be unable to offer a full refund, however alternative options will be discussed with you and a partial refund may be possible. A customer service team member will be able to advise further.

No matter what, we will always be able to help you. Contact our amazing customer service team and have a chat with them if you have any issues with your order, whether it is before or after we have started production.

If you wish to raise any concern within 14 days of receiving your order, please use our contact form and provide your order number and a short summary along with pictures. Our dedicated team will get back to you on average within 12 working hours. 

All orders made through wholesale accounts are regarded as Business to Business contracts and are not covered by Consumer rights act as wholesale accounts are regarded as businesses. Businesses cannot expect a legal remedy in respect to Fair wear and tear, misuse or accidental damage, or if they decide that they no longer want the item.
 

CANCELLATIONS

Within 60 minutes - We wait 60 minutes after you place your order before we start Procurement. Within these 60 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team using our contact form. They will be more than happy to help and can offer a full refund.

After 60 minutes - We handmake every product to order, so as soon as we start production of your items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after 60 minutes of placing the order, a mandatory 20% charge will incur.