Refund & Return Policy
Refunds are free and easy!
Our refund policy entitles you to a full refund on unopened unused item(s) sold by Neutronzone with a valid receipt or order number within 30 days of receiving your order.
To be eligible for a refund your item must be unused, in its original packaging and in a resalable condition.
Unfortunately, we cannot accept refunds for items that have been used or opened, unless the item is faulty. Additionally, faulty items cannot be refunded or replaced after 30 days has passed upon receiving your order.
How to return an item
Contact us or send us an email at support@neutronzone.com to request a refund, state your order number and reason for return.
We will approve (or disapprove) your refund or replacement request within 3 working days.
Upon approval of your refund you will be provide with a free shipping label for the following address:
Neutronzone Return Department
24 Orchard Hill
London GB
SE13 7QZ
Attach the shipping label on the outside of your package, making sure it is clearly displayed. When returning items by post please retain your proof of postage for future reference.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item and cannot accept any fault during transit.
When will I get my refund?
Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. Depending on your location, the time it may take for your refund to reach us may vary.
Your refund will be processed and you will receive a refund issued to the original method of payment and in the original currency.
Please note it could take up to 14 days for your refund to reach us and be processed.
Allow 3-5 working days for the refund to deposit into your bank account.
We’ll make sure to keep you informed and send you an email as soon as your parcel arrives back at our returns department, and again when we have processed your refund.
Faulty Goods
We replace or refund item(s) if they are defective or damaged, within 30 days of receiving your order. You must upload images or videos of your faulty product as proof.
Depending on your location, the time it may take for your replacement product to reach you will vary.
Exemptions
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned.
We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record 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 30 days after delivery.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified about the return.
