Refund policy

Return & Refund Policy

We want you to be happy with your purchase from NeuroBridge Research Store.

Returns for non-personalised items

For eligible non-personalised products purchased online, you may notify us that you wish to cancel your order within 14 days of receiving it. After notifying us, you must return the item within 14 days.

Returned items should be unused, in their original condition and, where possible, in their original packaging. Please contact us before returning an item so that we can provide return instructions.

Unless the item is faulty, damaged, incorrect, or otherwise required by law, the customer is responsible for the cost of returning the item.

Personalised and custom-made products

Products that are made to your specifications or clearly personalised, including products printed with a customer's name, custom wording, image, logo or other requested personalisation, cannot normally be cancelled or returned simply because you have changed your mind.

This does not affect your legal rights if a personalised product is faulty, damaged, not as described, or we have made an error in fulfilling your order.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If your item is damaged, defective, incorrect, or there is another problem with your order, please contact us as soon as possible. Where appropriate, we will arrange a replacement, refund, or other remedy in accordance with your statutory rights.

We may ask you to provide photographs of the product and packaging to help us assess the issue.

Refunds

Once an eligible return has been received and inspected, we will notify you of the outcome. Approved refunds will be issued to the original payment method. Please note that your bank or card provider may require additional time to process the refund.

Where required by applicable consumer law, standard outbound delivery charges will also be refunded.

Exchanges

If you would like a different non-personalised product, please contact us. Where appropriate, the simplest option may be to return the eligible item and place a new order.

Your statutory rights

Nothing in this policy limits or excludes any rights you have under applicable UK consumer law, including your rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.

Contact

To request a return or report a problem with an order, please contact NeuroBridge Research Store using the contact details provided on our website. Please include your order number and a brief description of the issue.