DELIVERY & RETURNS POLICY

DELIVERY AND RETURNS POLICY - IN DEPTH

RETURN POLICY

Last updated October 09, 2020

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Thank you for your purchase. We hope you are happy with your item.

If an item isn’t the perfect match however, you can return it to us for a refund, but we must be made aware of this within 14 days of you receiving the delivery. All items must be returned in the original packaging and in a resalable condition so please carefully open the packages, as this will save you loads of effort in re-packaging. No exceptions can be made. 

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DELIVERY​

Digital items delivery will be sent via a Dropbox link, after agreed balances are cleared. And will then be avalible for immediate download.

Some items cannot be returned, including:

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• Items which are personalised or customised to your specifications

• Digital documents and information

Please not that due to the processes involved in creating, these items will be non refundable. 

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FAQ

How much does delivery cost?

Delivery Cost is free (within UK Mainland only). Alternatively, customers local to our Glasgow may be able to collect orders. Please get in touch with us at contact@getneatid.com if you wish to enquire further.

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How long will delivery take?

Delivery within the UK will take 3-15 working days from dispatch. We only deliver to the UK mainland.

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Do you offer international delivery?

Not at the time, apologies for any disappointment caused.

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Do you offer drop shipping?

If you are interested in drop shipping with us, please contact contact@getneatid.com we will be happy to discuss options with you.

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Where is my order?

You should have been provided with a tracking number when your order was dispatched. If you need any assistance please send an email to contact@getneatid.com or call us on +44 07769 012961

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Will the carrier company bring the goods into my property if they are heavy/large?

No, the carrier will deliver the pallet to kerbside only. If you are a business with tail lift access and forklift on-site, you will be able to remove the products from the delivery vehicle into your property. We also ask that you ensure there are no access issues and you will be required to dispose of the pallet.

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Can I choose the day I want my goods to be delivered?

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Unfortunately, this is not something we currently offer due to Brexit, costs, processing times, yet we will keep you full informed every step of the way, even when things go wrong for us. Our website is fully automated and your order will be forwarded directly to our warehouse for immediate dispatch.

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I am a local customer - can I collect my goods from your warehouse?

Yes, subject to approval.

Please note that you are responsible for the costs of returning items.

We can arrange this for you. If you choose for us to arrange for them to be collected and/or shipped, the return shipping charge can vary between £4.99 and £150 depending on the size of the parcel and weight.

For multiple or XXl large courier services or pallet deliveries, the returns are charged at £175 flat rate. The cost will be deducted directly from your refund.

Some items cannot be returned, including:

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• Items which are personalised or customised to your specifications

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All eligible items purchased between 1 November and 25 December can be returned until 31 January of the following year.

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(*) The day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

RETURNS

All returns must be postmarked within twenty-eight (28) days of the delivery date. All returned items must be in, unused and a resalable condition, with all original tags, packaging and labels attached.

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Please Note

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     ●     A £175.00 returns fee will be charged for all multiple and pallet delivery returns.      

RETURN PROCESS

To return an item, please email customer service at contact@getneatid.com to obtain a Return Merchandise Authorization (RMA) number. We will log and record you case. After receiving a RMA number, please Email images of the item prior to wrapping and after wrapping. We can arrange this for you, just ask.

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return. Or we can arrange this on your behalf and send you the right labels with our couriers.

After receiving your return and inspecting the condition of your item, we will process your exchange. Please allow at least fourteen (14) days from the receipt of your item to process your exchange. We will notify you by email when your return has been processed.

EXCEPTIONS    

Did you receive a delivery from us but it isn't what you ordered? We'll be happy to fix that. Just Let us know via contact@getneatid.com, with the subject 'Wrong Item'.

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For defective or damaged products, please email us at the customer service number below to arrange a refund or exchange.  

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If your order arrives damaged or defective, we can offer a replacement unit or parts at no cost. Simply report a damaged item via contact@getneatid.com with the subject 'Damaged Stock' and we shall arrange for the item to be collected.

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If you prefer to return the item yourself, we will refund the item’s price and delivery cost to your original payment method within 5 business days of us receiving the item back.

You must in your communication, upload a picture of the damaged item:

• one full shot.

• one close up of the damage. 

• one area shot of the damage.

• location up to 3 others supporting images.

We recommend that you inspect your item upon delivery and report any issues within 48hrs of receiving the item. after such time we shall assume the item has arrived in an acceptable condition.

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If your package appears severely damaged upon delivery, please write down “Package Damaged” when signing the delivery slip. Afterward, you can request a replacement at no extra cost.

QUESTIONS

If you have any questions concerning our return policy, please contact us at: 

contact@getneatid.com