Refund Policy
Welcome to NeutralGuide located at our website. Our Refund Policy is designed to ensure that your experience is satisfying and enjoyable. Please review our policy rules, which are applicable to all purchases made either online at neutralguide.click or in-store at 43 Bedford Street, Westminster, London, WC2E 9HA, United Kingdom.
Cancellation Policy
If you change your mind after placing an order, you are entitled to cancel your order within a certain time frame. For online orders, please call us at +44 20 7946 0958 within 10 minutes of placing your order to request a cancellation. For in-store orders, you must request the order cancellation before it enters the preparation stage.
Refund Eligibility
To be eligible for a refund, your item must be uneaten, and in the same condition that you received it. It must also be in the original packaging. A receipt or proof of purchase is required to complete your refund.
Non-Refundable Items
Certain items are exempt from being returned for a refund. Gift cards, discounted items, or any product purchased during a promotional period (unless defective) cannot be refunded. Consumable items such as food, drinks (soda or lemonade), and perishables are only eligible for a refund if they are defective or have health risk concerns.
Partial Refunds
Partial refunds may be granted in the following cases:
- Any item not in its original condition, is damaged or has missing parts for reasons not due to our error.
- Any item that is returned more than 30 minutes after delivery.
Refund Process
To initiate a refund, please contact us at +44 20 7946 0958. Our team will direct you through the steps and may request additional details regarding your order. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days, depending on your card issuer's policies.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. If you have done all of this and you still have not received your refund, please contact us at +44 20 7946 0958.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email and bring your item to: 43 Bedford Street, Westminster, London, WC2E 9HA, United Kingdom.
Return Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Questions
If you have any questions regarding our Refund Policy, please contact us at +44 20 7946 0958. We strive to ensure the highest customer satisfaction and are always ready to assist with any queries or concerns you may have.
Last updated: March 1, 2023