Last updated: August 2026
This policy sets out your statutory 14-day "cooling-off" period for changing your mind,
and your rights if a product arrives damaged or faulty. See our
Shipping page for delivery costs and timelines.
1. Right to Cancel ("Cooling-Off" Period)
Under the UK Consumer Contracts Regulations 2013, you have the statutory right to cancel
your order and return goods for any reason within a 14-day cooling-off period.
Key Timelines & Process
- Notice to Cancel: You must notify us of your decision to cancel within 14 days of receiving your items.
- Return Period: Once you notify us, you have a further 14 days to physically send the items back to us.
- How to Cancel: Email our support team at support@neofidgets.com with your order number and request a return.
Conditions for "Change of Mind" Returns
- Products must be returned unused, undamaged, and in their original packaging.
- Handling Deduction: You are permitted to inspect goods as you would in a physical shop. However, if the items show signs of wear, physical manipulation, or damage beyond reasonable inspection, we reserve the right to deduct an amount from your refund to cover the loss in commercial value.
- Return Postage: The buyer is responsible for paying return postage costs for change-of-mind cancellations. We strongly recommend using a tracked postal service with proof of postage.
2. Damaged, Defective, or Faulty Goods
Under the Consumer Rights Act 2015, all products must be of satisfactory quality, fit for
purpose, and as described.
- Within 30 Days (Short-term Right to Reject): If your fidget toy arrives damaged, defective, or develops a genuine manufacturing fault within 30 days of receipt, you are entitled to an immediate full refund or a replacement.
- How to Claim: Contact us immediately at support@neofidgets.com with your order number, and attach clear photos or a short video clip showing the fault or damage.
- Return Shipping for Faulty Goods: If we require the faulty item to be returned for inspection, we will provide a prepaid postage label or reimburse your reasonable return postage costs.
Important note on fidget toys: Fidget tools are subject to ongoing physical
pressure (squeezing, twisting, pulling, popping). Standard stress wear-and-tear or breakage
resulting from excessive strain, misuse, biting, or picking does not constitute a
manufacturing fault under consumer law. Please inspect toys prior to use and follow our
Product Safety Guidance.
3. Refunds
- Processing Time: Refunds will be processed within 14 days of us receiving the returned goods (or receiving valid proof that you have posted them back).
- Refund Amount: For standard cancellations, we will refund the cost of the item plus our basic standard delivery charge (if you paid for premium delivery, only standard delivery fees will be refunded).
- Refunds are issued back to the original payment method used at checkout.
4. Contact Us
For any queries regarding shipping, tracking, or initiating a return: