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Returns Policy

In the unlikely event that you've received a faulty item, please get in touch with our support team here who will get this sorted for you.

Need to return something?

Let’s face it, returns can be painful. You’ve ordered something, and now you’ve got to send it back. Not fun. But don’t panic, here at Neon Velo we’ve worked hard to ensure this process is as seamless as possible.

RETURNS POLICY

  • Something not right? No problem. Let us know and we’ll get it straightened out.
  • Neon Velo do not currently offer exchanges - just refunds!
  • Item(s) must be unworn & unwashed. You know what we mean guys; keep it free of stains and signs of wear. All labels must still be attached to return the goods.
  • We do not accept underwear and socks. If they are returned, the item(s) will be sent back to you.
  • Item(s) cannot be returned if the care label has been cut/removed.
  • If you are returning bib shorts, they must be in original packaging, all tags still attached.
  • All items are thoroughly inspected before any action is taken.
  • You have 30 days from the date you received your items to make a return.

Orders placed separately cannot be returned as one. Combining orders will slow down the refund process!

This is to ensure the returns process is as speedy and simple as possible.

Pop-up store returns policy

Any items purchased from a Neon Velo event (i.e. pop-up store) cannot be returned for a cash refund. Store credit will be issued for the full amount of the item(s) returned.

HOW DO I RETURN MY ITEMS?

You have up to 30 days to initiate your return from the moment your Neon Velo order is delivered. Check out the information below to ensure you know how to return your items, it’s easy – we promise!

Follow these simple steps to register your return. Simply contact us by email at Info@neon-velo.com providing us with the following:

  1. Your order number (e.g. #UK12345) and shipping postal (zip) code OR email address.
  2. Please enter everything exactly as it appears on your order confirmation.
  3. Tell us which item(s) you are returning and why.

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.

CAN I EXCHANGE MY ITEM?

Unfortunately, we currently don't offer exchanges. In order to make the returns process as efficient as possible, we only offer refunds.

We aim to have your return refunded as soon as it has been received back into our warehouse, allowing you to reorder as quickly as possible. This will usually be within 5-7 working days of you posting the return with your chosen returns service.

If you need a different size or colour of an item, you will need to place a new order. You will be notified via email when we have processed your refund.

HAVE YOU RECEIVED MY RETURN YET?

UK Returns

Depending on the postal service you've chosen to use to return your item(s), it can usually take up to 21 working days (excluding weekends & public holidays) to be delivered and processed by our returns team.

We'll be in touch by email once the return has been processed to confirm your refund.

International Returns

Depending on the postal service & country you're returning your item(s) with, it can take 21 working days (excluding weekends & public holidays) to be delivered and processed by our returns team, we will notify you by email once this has been processed.

I HAVE RECEIVED A FAULTY ITEM

In the event you have received a defective item, please contact us immediately with the following information:

  • Your order number
  • Which item is damaged
  • A description
  • Photographic evidence

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.

If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support!

All claims for parcels arriving damaged must be made within 7 days of the delivery date.

Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or replacement.

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.