Terms and Conditions

Rental terms and conditions

Our rental periods are 4 days, 8 days or 20 days as listed on our website. Your items will be shipped in line with your rental start date. 

You are able to try any of our rental items before you pay for your rental online. We offer this service free of charge for anyone within a 25 mile radius of our headquarters in Saffron Walden. If you would like to try before you rent then contact us at info@neonleo.co.uk. 

RENTAL CANCELLATION POLICY:

When your rental has been confirmed and paid for, you can cancel your rental, via email, and receive a full refund up to 28 days before the start of the rental period. This refund may take up to 8 business days, depending on your bank.

If you wish to cancel your order less than 28 days before your rental period begins, you will not be issued a refund but you will receive a credit for the amount (minus any shipping costs). 

If you cancel your order with less than 48 hours from the start of your rental period, we will be unable to issue you a refund or credit note. 

This will not affect your statutory rights, but please do get in touch if you experience any issues.

Damages and issues

Please inspect your order once you receive it and contact us immediately if the item is defective, damaged or if you receive the wrong item. We will do our best to rectify the situation, send you an alternative or refund you should the former not be suitable.

The price of cleaning is included in your rental item price.

Returning your rental item

If you rented your item via our Click and Collect service please return the item within two days from the end of the assigned rental period. If you rented an item via a delivery method you are responsible for returning the item in a timely manner to our Headquarters listed above. Items will need to reach us no more than 3 days after the end of your assigned rental period. Any posted returns will need to be sent signed and tracked, and is the responsibility of the renter.

When you return an item to us we will clean it according to the washing instructions. If the rental item is damaged beyond repair then you will be liable to pay for the repairs. If in cases of severe damage you will be liable to pay for the cost of the item, less the rental price. The amount will be the equivalent of the pre-loved value of the item which will be at the disrection of Neon Leo and between 65 and 80% of the RRP.

We hope that you will treat our rental items as you would your own. If you have any questions about renting an item, damage policies or cleaning please contact us info@neonleo.com

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Returns on Brand New Items:

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund, store credit, or an exchange.

We accept returns for new, unused items within 14 days of purchase. Customers are responsible for return shipping costs and items must be in their original condition. Refunds will be issued to the original payment method within 14 days of receiving the returned item. To initiate a return, please contact us at thisisneonleo@outlook.com or call 07889386555.

Preloved terms and conditions

We do not offer returns or refunds on pre-loved items. We do offer an exchange on any item bought preloved, provided you contact us within 14 days. Return postage will be the responsibility of the customer and not Neon Leo.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags (if supplied), and in it's original packaging. You’ll also need the receipt or proof of purchase.

To make a return, you should contact us at thisisneonleo@outlook.com. Please note that returns will need to be sent to the following address: [7 Market Row, Saffron Walden, CB10 1HB].

You can always contact us with any purchased returns or refund questions at thisisneonleo@outlook.com.

Other policy information

Unfortunately, we cannot accept returns on gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise purchased is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags (if applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.

Further refund information
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at thisisneonleo@outlook.com.