Refund & Returns Policy

At NEYLA DISTRIBUTION LTD, we aim to provide clear and transparent information regarding returns, refunds, damaged items, and order issues. This policy explains the conditions and procedures that apply to purchases made through our website.

Return Timeframe

Eligible products may be returned within 14 calendar days from the recorded delivery date.

Return requests submitted after this period may not qualify for a refund unless required by applicable consumer rights legislation or where exceptional circumstances apply.

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Return Conditions

To be eligible for a return, products should meet the following conditions:

• Item remains in good condition.
• Product has not been intentionally damaged, altered, or modified.
• Original packaging is included where reasonably available.
• Any supplied accessories or components are returned together.
• The item is appropriately packaged for safe return transit.

Returned products are inspected upon arrival to verify eligibility and condition before a refund decision is made.

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How to Request a Return

Customers requesting a return should contact our support team and provide:

• Order number.
• Customer name.
• Description of the issue or reason for return.
• Supporting photographs where applicable.

Once reviewed, customers will receive instructions explaining the next steps.

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Return Method & Return Instructions

Approved returns should be carefully packaged to help prevent damage during transit.

We recommend using a shipping service that offers shipment confirmation or tracking information where available.

The customer remains responsible for the returned item until it has been successfully delivered and received at the designated return location.

Products should not be sent to any address unless specifically provided by our support team during the return authorisation process.

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Refund Method

Approved refunds are issued to the original payment method used for the purchase.

Refunds cannot be redirected to alternative accounts, individuals, payment methods, or third parties.

Depending on the circumstances, refunds may be issued as:

• Full refund.
• Partial refund.
• Refund following return inspection.

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Refund Processing Time

Once a returned item has been received and successfully inspected, approved refunds are generally processed within 5–10 business days.

Financial institutions may require additional time before the refunded amount becomes visible.

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Damaged Items

If an item arrives damaged, customers should notify us within 48 hours of delivery.

Clear photographs of the product, packaging, and shipping label may be requested.

Once reviewed, an appropriate resolution may be offered, which may include a replacement, return authorisation, or refund where applicable.

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Incorrect Items Received

If the product received does not match the item ordered, customers should contact us within 7 calendar days of delivery.

Supporting photographs and order details may be requested for verification purposes.

After verification, appropriate corrective action will be arranged.

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Situations That May Not Qualify for a Refund

• Return request submitted outside the return period.
• Product damage resulting from misuse after delivery.
• Products showing signs of modification or unauthorised alteration.
• Missing accessories, components, or supplied items.
• Items returned without prior return approval.
• Products damaged during return transit due to inadequate packaging.
• Returns that cannot be reasonably linked to the original order.

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Contact Information