Refund and Returns Policy – NeonHippo Home

Overview

Our refund and returns policy lasts 30 days. If more than 30 days have passed since your purchase, unfortunately, we are unable to offer a full refund or exchange.

To be eligible for a return, your item must be unused, in the same condition as received, and in its original packaging.

Certain types of goods are exempt from return for health, safety, or customization reasons. These include:

Perishable goods such as food, flowers, newspapers, or magazines
Intimate or sanitary items
Hazardous materials, or flammable liquids or gases

Additional Non-Returnable Items

Lighted candles
Personalized or custom-made rugs
Health and personal care products (for hygiene reasons)

To complete your return, a receipt or proof of purchase is required.
Please do not send your purchase back to the manufacturer.

Partial Refunds

Partial refunds may be granted in certain situations:

Books with obvious signs of use
Any item not in its original condition, damaged, or missing parts for reasons not due to our error
Any item returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will notify you by email confirming receipt and the outcome of your refund request.

If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within a few working days.

Late or Missing Refunds

If you haven’t received your refund yet, please:

Recheck your bank account.
Contact your credit card company, as posting times may vary.
Contact your bank—there is often some processing time before refunds appear.

If you have completed these steps and still haven’t received your refund, please contact us at hi@neonhippo.co.uk.

Sale Items

Only regular-priced items may be refunded.
Sale items are non-refundable.

Exchanges

We only replace items that are defective or damaged.
If you need to exchange an item for the same product, please email hi@neonhippo.co.uk and send your item to:

20 Round Wood Close, Cardiff, CF23 9HH, United Kingdom

Gifts

If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.

If the item wasn’t marked as a gift, or the order was shipped to the gift giver, the refund will be issued to the original purchaser.

Shipping Returns

To return your product, please send it to:
20 Round Wood Close, Cardiff, CF23 9HH, United Kingdom

You will be responsible for covering your own return shipping costs.
Shipping costs are non-refundable. If your refund is approved, the return shipping cost will be deducted from your refund amount.

Depending on your location, delivery times for exchanged products may vary.

For valuable or fragile items, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.

Need Help?

For any questions regarding returns or refunds, please contact us at hi@neonhippo.co.uk.
We’re happy to assist.