Delivery, returns & refunds

Delivery

• • We currently ship to the United Kingdom only.
• • Standard tracked delivery is £4.99, and free on orders over £40. Express options are shown at checkout.
• • Apparel, drinkware, wall art and accessories are printed to order in the UK and dispatched in 2–5 working days.
• • Sensory products ship tracked and typically arrive within 7–12 days.
• • Digital products are delivered instantly by email — nothing to ship.

Returns — the 14-day promise

If something doesn't click, you have 14 days from the day your order arrives to tell us you'd like to return it, and then 14 days to send it back. That's your legal right under the Consumer Contracts Regulations, and it's also just how we'd want to be treated.

• • Items should be unused and in their original condition (trying a hoodie on is fine; wearing it for a festival weekend is not).
• • Return postage is at your cost, and we recommend a tracked service — the item is your responsibility until it reaches us.
• • For hygiene reasons, chewables and earplugs can only be returned unopened in their original packaging.

To start a return, email hello@neurosupplyco.co.uk with your order number and we'll send the return address and instructions the same working day.

Digital products

Because digital downloads can't be "sent back", the 14-day cancellation right ends once you download or access the files — you agree to this at checkout, as UK law allows. That said, our promise still applies: if a digital product isn't what you expected, email us within 14 days and a real human will sort it — usually with a refund or a swap. We'd rather lose £7 than have you feel done over.

Faulty, damaged or wrong items

Different rules — this one's on us. If anything arrives faulty, damaged or simply not what you ordered, email a photo to hello@neurosupplyco.co.uk and we'll send a replacement or full refund including any postage — you won't pay a penny to fix our mistake. Your rights under the Consumer Rights Act 2015 are unaffected by anything on this page.

Refunds

• • Refunds go back to your original payment method.
• • We process them within 14 days of receiving your return (usually much faster), and your bank may take 3–5 days to show it.
• • The original outbound postage is refunded when you return a whole order within 14 days (standard rate), or when an item was faulty — but not for partial returns of change-of-mind items.

Questions

A human reads every email: hello@neurosupplyco.co.uk. If you're mid-overwhelm and emails are hard, a one-line "order 1234, want to return, will explain later" is completely fine — we'll take it from there.