Terms & conditions
These terms explain how to use the NeuZen website and apply to consumer purchases made through it.
1. About NeuZen
NeuZen is a wellness and recovery shop.
For questions, see our contact page.
2. Using the website and your account
Please provide accurate details, keep your sign-in information private and tell us if you suspect unauthorised access. You must not misuse the website, attempt to access someone else’s account or interfere with its security.
The website’s text, images and branding belong to their respective owners. Personal browsing does not give permission to reproduce them commercially.
3. Products and safe use
Check the product description and supplied instructions before purchase and use. Photographs may look different on different screens. This does not affect your right to receive goods that match their description.
Follow the product’s warnings and suitability guidance. Website information does not replace advice from a qualified healthcare professional. No particular health outcome is guaranteed, and these terms do not remove our responsibility for product safety or accurate descriptions.
4. Prices and payments
Prices are in pounds sterling (GBP) and include VAT. Delivery is free for supported destinations. The total payable and available payment methods are shown at checkout before you pay. Payments are processed securely by our payment provider, Airwallex.
Prices may change for future orders. If we discover a pricing or description error before accepting an order, we will explain it and give you the choice to proceed on the corrected basis or cancel. We will not charge a higher price without your agreement.
5. Placing and accepting orders
When you pay at checkout, you are offering to buy the items in your basket at the total shown. Your order is confirmed, and a contract is formed between you and NeuZen, once your payment succeeds and we show the order confirmation page and send you a confirmation email.
If your payment does not succeed, no order is placed. If we cannot supply an item after your order is confirmed, we will tell you and refund the amount paid for it.
6. Delivery, cancellation and returns
Our delivery and returns policy explains delivery coverage, cancellation and your rights if goods are faulty. All orders are dispatched within 5 working days, and parcels normally arrive within 5–8 working days after dispatch. Any commercial warranty applies in addition to your statutory rights.
7. Our responsibility to you
We remain responsible for foreseeable loss caused by our breach of contract or failure to use reasonable care and skill. We do not exclude liability for fraud, death or personal injury caused by negligence, or anything else that the law does not allow us to exclude. Nothing here limits your statutory consumer rights.
8. Privacy
Our privacy and cookie policy explains how personal information and browser storage are used. Using this website does not by itself give consent to marketing.
9. Questions and complaints
Please use our contact details to explain the problem and, where relevant, identify your order. We will consider the information you provide and explain the next steps. No compulsory arbitration or waiver of your right to go to court is required by these terms.
10. Changes and applicable law
Updated terms will appear on this page. Changes will not retrospectively reduce rights under an existing purchase. These terms are intended to be governed by the law of England and Wales. Consumers living in Scotland or Northern Ireland may bring proceedings in their local courts and retain mandatory protections available where they live.