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Refund and Returns Policy

1. Returns and Exchanges Policy

Our 30-day (and 60-day) returns guarantee

**Customs information**

NeatResearch will not be liable for packages refused or held by customs for delivery. We request that you contact your customs office and ask about import regulations and restrictions before placing your order. You need to become familiar with Customs policies for your specific country before ordering.

Please Note: If your order is returned to us due to a banned/restricted products policy, a wrong address, refusal to pay customs fees, refusal to accept the order or because no one was there to accept delivery of your order, we will refund your order as follows: You will be refunded the total amount of the order, minus the original shipping charge.

1.1 We hope you will be totally satisfied with anything you buy from our website. If, for any reason, you are unhappy with your purchase, you can return it unopened and unused within 30 days of the date of despatch. The date the items were dispatched to you by us will be detailed in the documentation with your order. Please ensure that all items are returned in their original packaging with their labels intact.

1.2 You must inspect all goods delivered to you immediately upon receipt and in any event within three days of delivery.

1.3 You must within three days of delivery notify us of any alleged defect, shortage or other shortcomings in the goods which shall otherwise be deemed to have been delivered per your order; then we will pay the return fees or arrange collection on your behalf, please. Please be as specific as possible. If the wrong product has been sent or the item is defective, notify us through the contact page within three days of delivery.

1.4 If you properly reject any goods which are not under the contract between us you must nevertheless return the goods to us post-paid.

1.5 You may exchange the item for something else, subject to stock availability, or receive a full refund of the price paid (excluding any delivery charges).

1.6 The refund can only be made to the card used (or the payment process used) when paying for the order. We will email you when the item has been received and will inform you when the credit has been made to your card account. This is normally within 14 days of receipt of the goods.

1.7 If you wish to exchange an item, you will have to pay any difference in the cost of the item and any additional delivery cost. We will tell you what this is so you can arrange payment.

1.8 You may also return your used purchase if you have taken part in the 60-Day Challenge, however, contact us and we will send you a simple return form, with which we can identify your purchase by the returned product and hence refund your money (excluding shipping costs).

1.9 You are responsible for the return shipping costs and original postage fees. If you received free delivery, the actual delivery cost paid by will be deducted from any refund to be made.

1.10 If the cost to return the product to us is larger than the cost of the refund due, we will instruct the carrier to abandon the order and there will be no credit for the order. If the product(s) is seized by customs, there will be no credit processed for the product(s).

1.11 Refunds will not be issued until the returned packages are physically in our warehouse. All items must be received in original/sealed condition.

2. Returns Procedure

2.1 When returning goods, please include your order number, full name and reason for return. Or contact us and we will send you a simple return form, with which we can identify your purchase by the returned product and hence refund your money (excluding shipping costs).

2.2 Please wrap your parcel in its original packaging and securely to avoid damage in transit back to us. Please note we cannot accept an item for a refund if it has been damaged (such as a broken bottle) in transit to us. We advise you to obtain a proof of posting certificate if using the Post Office.

Please return your parcel to:
Returns Department
NeatResearch Laboratories Ltd
42 Platts Road, Enfield, London EN3 5NA.