Returns & Refunds Policy

This policy explains how returns, exchanges, and refunds work at Neutral Clothing. It does not affect your statutory rights as a consumer under UK law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Your right to cancel (change of mind)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days, starting the day after you (or someone you nominate) receives the goods.

To cancel, email support@neutralclothing.net with your order number, or use the returns process below.
Once you've told us you want to cancel, you then have a further 14 days to send the item(s) back to us.
We will refund you within 14 days of receiving the returned item(s) back, or of you providing proof of postage (whichever is sooner).

2. How to return an item

Email support@neutralclothing.net within 14 days of delivery, including your order number and the item(s) you wish to return.
We'll confirm the return and provide the return address and instructions.
Pack the item securely, including proof of purchase.
Post the item back to us and keep your proof of postage until your refund is confirmed — we recommend using a tracked service.

3. Condition of returned items

To qualify for a full refund, items must be unused, unworn, unwashed, and in their original condition with tags attached, in the same way you'd check an item in a shop before buying it. This does not limit your right to inspect goods; you may open packaging and try items on as you would in-store.

Please note that under the Consumer Contracts Regulations, we may make a deduction from your refund if the value of the goods has been reduced as a result of unnecessary handling by you.

4. Return shipping costs

Change of mind returns: you are responsible for the cost of returning the item, unless it is faulty or was sent to you in error.
Faulty, damaged, or incorrect items: we will cover the return shipping cost or refund what you reasonably paid to send it back — see Section 6.

5. Items excluded from the change-of-mind right

For hygiene reasons, the following items cannot be returned once the seal or packaging has been opened, unless faulty:

Underwear, swimwear, and socks

The following are also excluded from the 14-day change-of-mind right:

Items made or personalised to your specification (e.g. custom prints or sizing made specifically for you)
Gift cards

This does not affect your rights if any of these items are faulty, not as described, or damaged on arrival.

6. Faulty, damaged, or incorrect items

Your rights here are separate from — and stronger than — the change-of-mind policy above, under the Consumer Rights Act 2015:

Within 30 days of delivery: if an item is faulty, damaged, or not as described, you're entitled to a full refund.
After 30 days: you're entitled to a repair or replacement; if that isn't possible or doesn't fix the issue, you're entitled to a refund or price reduction.

To report a fault, email support@neutralclothing.net within a reasonable time of noticing the issue, with your order number and photos showing the problem. We will not charge you for return postage on faulty or incorrect items.

7. Order cancellation before dispatch

You can cancel and receive a full refund for any order that hasn't yet been dispatched. Email support@neutralclothing.net as soon as possible with your order number — once an order has shipped, the standard return process applies instead.

8. Refunds

Approved refunds are issued to your original payment method, in the original currency, within 14 days of us receiving the returned item or your proof of postage.

9. Delayed dispatch

We aim to dispatch orders within [X] working days of purchase. If dispatch is delayed beyond this and the delay isn't caused by information you provided (e.g. an incorrect address), you're entitled to cancel and receive a full refund, in addition to any goodwill gesture we may offer.

10. Contact us

Email: support@neutralclothing.net Please include your order number in all correspondence so we can help you quickly.

This policy is provided in addition to, and does not limit, your statutory rights as a consumer under UK law.