Refund policy

This policy applies to consumer purchases from Neonexi LTD, trading as Neolavish, through neolavish.com for delivery in the United Kingdom.

Our 30-day money-back guarantee

Under our voluntary guarantee, you may send eligible items back within 30 days of the date you receive the product. You can choose a full refund of the price paid for the returned items or store credit of the same value. Delivery charges are addressed under “Postage and refunds” below.

Email support@neolavish.com with your order number and details of the items you wish to return. Please post the items within the 30-day period and keep proof of posting.

This guarantee is additional to your statutory rights. Its conditions do not limit your legal right to cancel or your rights if goods are faulty, damaged or incorrectly supplied. Your statutory cancellation period is calculated from receipt of the goods, even if it ends later than our voluntary guarantee.

Your right to cancel within 14 days

If you are a consumer buying online, you can cancel without giving a reason until 14 days after the day you, or someone you nominate other than the carrier, receives the goods. If one order is delivered in separate shipments, the period ends 14 days after receipt of the last item.

To cancel, send a clear statement to support@neolavish.com or contact us using the details below. You may use the cancellation form at the end of this policy, but it is optional. Send your cancellation notice before the deadline; you do not need to wait for our approval.

Return the goods within 14 days of telling us that you are cancelling, unless we have offered to collect them. Refund deadlines are explained below.

What qualifies for our voluntary guarantee?

For a return under our 30-day guarantee, the items must be:

  • unused and unwashed;

  • in their original, unopened product packaging; and

  • undamaged and unaltered.

You may open the outer delivery parcel. The unopened-packaging requirement applies to the product packaging inside it.

We do not accept opened, used or washed products under this voluntary guarantee. This restriction does not apply to statutory cancellation or faulty-goods claims.

Opening or handling products under your statutory cancellation right

Opening a pack of our microfibre cloths to inspect them does not, by itself, remove your statutory cancellation right. Original, unopened packaging is not a condition of exercising that right.

You may handle the goods as reasonably necessary to inspect them, as you would in a shop. If additional handling reduces their value, we may make a deduction for that actual reduction where the law permits. Using the cloths for cleaning or washing them may go beyond reasonable inspection. We will explain any deduction; it is not an automatic penalty for opening a pack.

We cannot make a deduction for diminished value if we failed to provide the legally required cancellation information before purchase.

Faulty, damaged or incorrectly supplied goods

Please contact support@neolavish.com if your goods are faulty, damaged in transit or different from what you ordered. Provide your order number or other proof of purchase and describe the problem. Photographs of the item and packaging can help, if available, but are not a mandatory condition of making a claim.

Under the Consumer Rights Act 2015, you normally have a short-term right to reject faulty or misdescribed goods for a full refund within 30 days after delivery. After this period, repair or replacement will generally be the first remedy, with a price reduction or refund available in the circumstances provided by law. We will not require you to accept a replacement where you are legally entitled to choose a refund.

We will arrange collection or agree suitable return arrangements and cover reasonable return costs. Original packaging is not required. Opening, using or washing an item does not by itself remove your rights for a fault, although damage caused by misuse or failure to follow appropriate care instructions is not a product fault for which we are responsible. Normal wear and tear is not itself a defect.

Please report problems promptly so that we can help. Neither our 30-day voluntary guarantee nor its unused-item conditions limit your statutory rights.

Warranty

Neonexi LTD provides an additional warranty in the United Kingdom, starting on the date you receive the product. It covers product defects for up to:

  • 300 washes for kitchen and car cloths

  • 50 washes for each individual cloth supplied on a microfibre roll

  • 100 washes for screen-cleaning cloths

Washes are counted from the date you receive the product. For microfibre rolls, the wash limit applies separately to each individual cloth.

If a product develops a defect within the applicable wash limit, contact us at support@neolavish.com. We will help you with your warranty claim.

This warranty is in addition to your statutory rights, which remain unaffected and may continue after the warranty ends.

How to start a return

  1. Contact support@neolavish.com with your order number or other proof of purchase and identify the items concerned. State whether you are changing your mind or reporting a problem.

  2. We will reply within 24 to 48 hours with return guidance and the return address for your order. Where relevant, we will also arrange collection or postage.

  3. Pack the items securely to protect them during transport. Include enough information to identify your order, and send them to the return address we provide after you contact us, within the applicable deadline.

  4. Keep proof of posting. We will assess the return promptly and issue the appropriate refund or, if you choose it, store credit.

A return reference helps us identify your parcel, but it is not a condition of exercising your statutory rights. Do not miss a statutory deadline while waiting for our reply.

Postage and refunds

Return postage

For change-of-mind returns, you pay the direct return postage costs. For statutory cancellations, this applies only if we informed you of that responsibility before purchase; otherwise, we pay.

We cover reasonable return costs for faulty, transit-damaged or incorrectly supplied goods. Please contact us so that we can arrange a suitable return or collection.

Keep proof that the goods were sent to the correct return address. A tracked service is recommended, but is not a condition of exercising your statutory rights.

Original delivery charges

Standard delivery is free, so there is no standard delivery charge to refund. If you cancel under your statutory right and paid for express delivery instead of the free standard option, we do not refund the additional express charge.

For returns made solely under our voluntary 30-day guarantee, the refund covers the returned items; express delivery charges are not refunded. Where we are responsible for the return, we will refund applicable delivery charges, including express charges, as appropriate to the affected order. Your statutory rights remain unaffected.

Refund methods and store credit

Refunds are made to your original payment method unless you expressly agree to another method. We do not charge a refund fee.

Store credit is optional. We will not require you to accept it instead of a refund to which you are entitled. It can be used to buy products in our shop. Any expiry date or other conditions will be explained before you choose it.

Refund deadlines

For statutory cancellations where you return the goods, we refund without undue delay and no later than 14 days after we receive the goods or evidence that you sent them back, whichever is earlier. If we have offered to collect them, the deadline is 14 days after you tell us you are cancelling. If the goods have not been dispatched, we refund within 14 days of your cancellation notice.

For a valid rejection of faulty goods, we refund without undue delay and within 14 days of agreeing that you are entitled to a refund. We will assess your claim promptly.

For returns made solely under our voluntary 30-day guarantee, we inspect the items promptly and issue the refund or chosen store credit within 14 days of receiving them.

Lost return parcels

If your return appears to be lost, send us your proof of posting and any tracking details so that we can investigate. If we arrange the return service, we will contact the carrier. If you arranged it, we may ask you to help with the carrier’s investigation.

We will not automatically refuse a statutory cancellation refund solely because the parcel has not arrived, where you have supplied valid evidence that you returned the goods. The statutory refund deadlines above still apply.

Contact details

Legal business name: Neonexi LTD

Trading name: Neolavish

Email: support@neolavish.com

Business correspondence address (not a product return address):

27 Old Gloucester Street
London
WC1N 3AX
United Kingdom

Frequently asked questions

Can I exchange an item instead of taking a refund?

For change-of-mind returns, we do not offer direct exchanges. You can choose a refund or store credit and place a new order. This does not affect your right to a replacement for faulty or incorrectly supplied goods where applicable.

Can I cancel before my order is dispatched?

Yes. Contact us as soon as possible. You may withdraw your order before acceptance or exercise your cancellation right after the contract is formed. If dispatch cannot be stopped, you can still use the applicable returns process.

I opened the pack to look at the cloths. Can I still return them?

Yes, if you exercise your statutory cancellation right within the applicable period. Opening a pack for reasonable inspection does not, by itself, justify a deduction. Our additional 30-day guarantee requires the product packaging to remain unopened.

Who pays for return postage?

For change-of-mind returns, you pay, provided we gave you the required information before purchase. We cover reasonable return costs when goods are faulty, damaged in transit or incorrectly supplied.

How long does a refund take?

The deadline depends on the reason for the return. See “Refund deadlines” above. For statutory cancellations, valid proof of sending the goods back can start the refund period before the parcel reaches us.

Do I need the original packaging?

Yes, unopened, for our voluntary guarantee. Original packaging is not required for statutory cancellation or faulty-goods claims, but please pack returns securely.

What if my parcel is lost on the way back?

Contact us with proof of posting and any tracking information. We will investigate and apply the relevant refund rules. A missing parcel does not automatically remove your statutory refund entitlement.

Model cancellation form

Complete and send this form only if you wish to cancel your contract. Using it is optional.

To: Neonexi LTD, trading as Neolavish
27 Old Gloucester Street, London, WC1N 3AX, United Kingdom
Email: support@neolavish.com

This address is for cancellation notices. The product return address will be provided after you contact us.

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

[LIST GOODS]

Date ordered / date received: ____________________

Customer name(s): ____________________

Customer address: ____________________

Signature (for paper submissions only): ____________________

Date of notice: ____________________

Delete whichever alternatives do not apply.