Refund policy

At Neowall, we want you to be fully satisfied with your purchase. Returns can be arranged through our customer support team and are handled according to our terms and conditions.

If you wish to return an item, please contact us at info@neowall.co.uk within 14 days of receiving your order. Please include your order number, contact details, and a list of the items you intend to return.

Once we have received your return request, you will have the following options available:

Return Options

1. Customer-Arranged Returns

You may return items using your own courier. All returns must be sent using a tracked delivery service at your cost.

2. Neowall Collection Service (Optional)

If you prefer, Neowall can arrange a collection from your address.

  • The cost of this service ranges from £150–£250, depending on your location.
  • This amount will be deducted from your refund or billed prior to collection.
  • Collection availability may vary based on region and product type.

To request a collection, please email info@neowall.co.uk and our team will confirm the exact cost and available dates.

Return Requirements

  • A refund will be processed once the returned products have been inspected and confirmed to be in acceptable condition.
  • Items must be unused, undamaged, clean, and in a resaleable condition.
  • Non-faulty returns are subject to a 15% restocking fee.
  • Products cannot be returned if they have been installed, cut, altered, screwed, or fixed in place in any way.

Exclusions & Limitations

Neowall is not responsible for any goods lost or damaged during transit when being returned to us. We strongly recommend using secure packaging and an insured courier service.

Faulty, Defective, or Damaged Goods

If any goods are received damaged, defective, or otherwise faulty, customers must report the issue to us within 2 weeks of the delivery date. Please provide details of the issue, including photographs if possible, so we can assess the problem and arrange a suitable resolution, which may include a replacement or refund.

Return Address

Please send all returns to:

Neowall

107–109 St Barnabas Road, Leicester, LE5 4BW

United Kingdom