Return & Refund Policy

Effective from 1st April 2026. Last updated 14th March 2026.

We stand behind everything we make. If something's not right, we'll sort it. No runaround. No small print gymnastics.

1. Your Rights

When you buy from Neat Serve, you're protected by UK consumer law. Here's what that means in plain language.

1.1 Statutory Cancellation Right (14 Days)

Under the Consumer Contracts (Information, Cancellation and Extra Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, for any reason and without needing to give one. This is your statutory right and it applies to all standard catalogue products purchased from our store.

To exercise this right, contact us at crew@neatserve.co with a clear statement of cancellation (your name, order number, and the item(s) you wish to return). You can also use the model cancellation form at the end of this policy.

1.2 Our Extended Return Window (21 Days)

On top of your statutory rights, we offer a 21-day return window from the date of delivery. If you change your mind within 21 days, you can return the item for a full refund to your original payment method.

To be eligible:

• The item must be unworn, unwashed, and in the same condition you received it
• All tags must be attached and original packaging intact
• You'll need your order number or proof of purchase

Start your return: Email crew@neatserve.co with your order number and the item(s) you'd like to return. We'll confirm eligibility and provide return instructions within 2 working days.

1.3 Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your item arrives faulty, damaged, or isn't what you ordered, you have a right to a repair, replacement, or refund.

Contact us within 30 days of delivery and we'll offer a full refund or replacement — your choice. We'll cover the return shipping cost. After 30 days and up to 6 months, we'll offer a repair or replacement first. If that's not possible, you'll get a refund.

Please include a photo of the fault or damage when you contact us — it helps us resolve things faster and improves our quality control.

2. Return Shipping

2.1 Change-of-Mind Returns

You are responsible for the cost of return shipping on change-of-mind returns. We recommend using a tracked service — we can't be held responsible for items lost in transit back to us.

Return items to: Neat Serve, The Melting Pot, 15 Calton Road, Edinburgh, EH8 8DL

2.2 Faulty or Incorrect Items

If we sent you the wrong item or it arrived faulty, we'll cover the return shipping cost. We'll either send you a prepaid return label or reimburse your reasonable postage costs.

3. Refunds

Once we receive and inspect your return, we'll notify you by email whether the refund has been approved.

Approved refunds: Processed to your original payment method within 14 days of us receiving the returned item. Your bank may take additional time to post the refund to your account.

If more than 15 business days have passed since we confirmed your refund, contact us at crew@neatserve.co and we'll chase it up.

For statutory cancellations (within the 14-day cooling-off period), we will process your refund within 14 days of receiving the goods back, or within 14 days of you providing evidence of having sent the goods back, whichever is earlier.

4. Items That Cannot Be Returned

The following items are excluded from our change-of-mind return policy (but are still covered if faulty or not as described):

• Personalised or custom-made items — where you've provided personal input that makes the item unique to you (e.g. custom name printing, bespoke text). Standard catalogue designs printed on demand are NOT considered personalised and can be returned normally.
• Gift cards
• Items not in original condition — worn, washed, altered, or without tags

Sale and discounted items carry the same return rights as full-price items.

5. Exchanges

We don't offer direct exchanges. The fastest way to get the right item is to return what you have (following the process above) and place a new order. Your refund will be processed as normal.

Wrong size? Contact us before returning — we may be able to advise on sizing to make sure your next order is spot on.

6. A Note on Print-on-Demand Products

All Neat Serve apparel is made to order using direct-to-garment (DTG) printing on premium blanks. Because of the nature of this process, please be aware:

• Slight colour variations may occur between screens and the physical product. We work hard to ensure colour accuracy, but minor differences are inherent to DTG printing and are not considered a fault.
• Production is triggered at the point of order. This means we can't cancel or amend orders once they've entered production (typically within 24 hours of purchase). If you need to cancel, contact us as soon as possible and we'll do our best.
• Standard catalogue products (pre-designed items you select from our store) are fully returnable under this policy. The fact that they are printed on demand does not make them "custom" or "personalised."

7. Contact Us

For all returns, refunds, or product queries:

Email: crew@neatserve.co

We aim to respond within 2 working days.