Refund policy

Refunds and Returns

1. Only Products purchased on the neandertal.co.uk website can be returned to Neandertal for a refund or an exchange. Products purchased in a department store, specialty retailer or elsewhere must be returned to their original place of purchase.

2. Should you make an error when ordering online, Neandertal will gladly exchange your Product for the Product you intended to purchase. The returned item must be unopened and in its original saleable condition. You are responsible for the shipping and additional postage charges.

3. In the event that you react to a product, you have the option of exchanging or refunding it.

4. All Products must be returned to:

Neandertal c/o FLORIS
Unit 3, Tiverton Trade Centre
Lowman Way
Tiverton EX16 6SR United Kingdom
contact@neandertal.co.uk / +44 7507 606930

You are responsible for the shipping costs incurred when sending the Products back to Neandertal. The handling charge of GBP £20 will be payable for orders outside UK.

5. Should a Product be damaged while it is being shipped to you, Neandertal will provide you with a full refund or exchange. Return postage will be refunded in case of damaged, defective or incorrectly sent Products and a refund will be issued through the method used for payment.

6. In all cases, original proof of purchase must be provided and Products must be returned within 14 days of receipt for Neandertal to process any refund or exchange. Please call +44 (0)7507606930 or email to contact@neandertal.co.uk in advance of your intention to return or exchange a Product, so that Neandertal staff can assist you with a smooth transaction.

7. Please retain your postal receipt until you are certain your parcel has been safely received by Neandertal. We may need to see this if we fail to receive your package.

8. We will do our best to process returns within 10 working days of receipt and a refund will be issued through the method used for payment.

Deliveries Incoterm 

For orders shipped outside the United Kingdom, including to the United States, all shipments are sent on a DAP (Delivered At Place) basis. 

Refusal Due to Duties or Tariffs

If a customer refuses delivery or fails to accept a shipment due to unpaid duties, tariffs, customs charges, or taxes: The customer will be responsible for:

- The original outbound shipping cost 
- Any return shipping cost charged by the courier 
- A £20 handling and administration fee 

These amounts will be deducted from any refund, or invoiced if the return costs exceed the order value. If the shipment is abandoned, destroyed, or not returned to us by the carrier, no refund will be issued.

Force Majeure

1. If Neandertal is delayed or hindered in or prevented from performing any of its obligations under any order by reason of any event or circumstance beyond its reasonable control, Neandertal will have no liability to you in respect of such non-performance and the time for performing the same will be extended until the event or circumstance has ceased.