Lost or Faulty Goods
In the event that your product is lost or damaged in transit please contact us immediately either by e-mail firstname.lastname@example.org, in writing, or by phone 0845 618 5381 In the case of non-delivery please wait 7 working days from the date of your order in case it has been delayed.
If the product you receive is faulty, contact us within 10 days of receipt on the following number 0845 618 5381, having ready your order reference number, the date you purchased the item, your name and address, details of the product and the reason for it’s return and whether you require an exchange or a refund. If you choose the latter, the full amount will be refunded to the card used to purchase the item.
Return or Exchange an Item
Brand Neusense is committed to providing the best customer service to you. If you are not completely happy with your purchase, simply return the unused product/s with a completed returns form to us in their original condition* and packaging within 14 days of receipt. On receipt of unused products we will provide you with an exchange or issue a refund (excluding original postage charge), Refunds will only be made to the credit or debit card on which the purchase was made. Please include copy of the receipt and a fully completed returns note. Send all this to us at the address below –
35 Moorfield Avenue,
Denton, Manchester, M34 7TF
- The item is your responsibility until it reaches us. For your own protection we recommend you send the parcel using a delivery service that ensures the parcel is signed for and insures the value of goods you are returning.
- The cost of returning the item to us is your responsibility.
- Any stock that is made when ordered, (Me&Yu, LHome, Negrete) are non refundable. They are available for exchange ONLY
- Underwear is not available for refund OR exchange.
If you have received the wrong item
If the item you have received is not the one you have ordered, please contact the following number 08456185381. Pleas have the following information ready for us; your reference number, date of purchase, your name & address, the item ordered, and the item you have received. From this information we will advise on how to proceed with the return.
Discount codes, vouchers & free gifts
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level. If you have received a free gift based on the value of your original order, the amount refunded will be adjusted to allow for this.
*Note – when trying on items of clothing, please ensure you are not wearing perfume/aftershave, deodorant or make-up which may leave scent or marks on the item. We are unable to accept any returns that have evidence that the above has not been followed.