Refund policy

30 days to change your mind. No quibbles.

If you are not happy with something you bought from Neat Nook, email us at hello@neatnook.co.uk within 30 days of your order arriving and we will put it right.

If your item is faulty, damaged or wrong

Send us a photo and a quick description. We will send a replacement or refund you in full, whichever you prefer. You will not need to post anything back to us and you will not pay for anything.

If you have simply changed your mind

Email us within 30 days of your order arriving and we will refund you. For most of our items we will not ask you to post them back, because the return postage costs more than the item does. If we do ask you to return something, we will tell you where to send it and you would cover the return postage.

To be refunded on a change of mind the item should be unused and in its original packaging.

How you get your money back

Refunds go back to the card or account you paid with. We process them within 3 working days of agreeing the refund, and your bank usually takes another 3 to 5 working days to show it.

Cancelling before it arrives

You can cancel any order before it is dispatched for a full refund. Just email us as soon as you can. If it has already been sent, wait for it to arrive and then start a return.

Your legal rights

Nothing in this policy affects your statutory rights. Under the Consumer Contracts Regulations 2013 you have the right to cancel most online orders within 14 days of receiving them, and under the Consumer Rights Act 2015 you are entitled to a refund, repair or replacement if goods are faulty, not as described or not fit for purpose. Our 30 day policy is on top of those rights, not instead of them.

Questions

Email hello@neatnook.co.uk and we will reply within one working day.