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Refund policy

Cancellations

If you change your mind after ordering, you can cancel your order through your customer account, or by emailing us at orders@neuff.co.uk.  This is possible until your order has been fulfilled.  After this time, please see the returns policy below. 

Returns 

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

If you wish to return an item, please notify us within 14 days of receipt of the last item. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange, unless there is a fault with your product. 

Once you have notified us of your intention to return, you have 14 days to return the goods to us. 

In addition, products purchased between 25th November and 8th December are eligible for returns until 7th January of the following year. 

How to return goods:

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.  To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

To start your return online, please visit your customer account.

Alternatively, please email orders@neuff.co.uk.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days. 

If approved, we will refund the cost of the product including any standard delivery cost.  Premium or express delivery costs will not be refunded.

Late or missing refunds (if applicable)
If you haven’t received a refund within 14 days, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us at finance@neuff.co.uk. 

Exchanges 
We only replace items if they are defective or damaged.  If you would prefer an exchange rather than refund (e.g. for a different size), send us an email at orders@neuff.co.uk and send your item to: Neuff Athletic Equipment Ltd, 3 Abbots Close, Lee Mill Industrial Estate, Devon, Ivybridge, PL21 9GA, United Kingdom.  Please include a note with your order reference and the item you would like in exchange.

Exemptions:

There are certain exemptions to this policy:

  • No refunds are given for:
    • sale or discounted items
    • made-to-order items, including (but not limited to) landing areas, wear sheets, PVC covers, metal covers and sheds, stands, throwing frames, mats, etc
    • items which have been specifically purchased to order
    • personalised items
  • Partial refunds may be offered for:
    • Book with obvious signs of use
    • CD or  DVD that has been opened
    • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
    • Any item that is returned more than 14 days after delivery

Shipping

To return your product, you should mail your product to: Neuff Athletic Equipment Ltd, 3 Abbots Close, Lee Mill Industrial Estate, Devon, Ivybridge, PL21 9GA, United Kingdom 

You are responsible for paying for your own shipping costs for returning your item (unless there is a fault with the goods). Shipping costs are non-refundable. If you receive a refund, any cost to us of return shipping will be deducted from your refund. 

You must take reasonable care to ensure the goods are not damaged in the meantime or in transit.  If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Faulty Items

If your item is faulty, please contact us on orders@neuff.co.uk and we will arrange an exchange or refund.  We will inform you what to do with the faulty item.  If the item is to be returned to us, return shipping costs will be at our own expense.