Refund policy

We make each item to order, just for you. This means we operate a little differently from traditional retail — but your satisfaction is still our priority.

When We Accept Returns & Refunds
We’ll replace or refund your order if:
•    It arrives damaged, defective, or misprinted
•    You receive the wrong item
•    It’s lost in transit
You must report the issue within:
•    30 days of delivery (damaged/incorrect)
•    30 days after the expected delivery date (missing orders)

Claims made after these periods may not be eligible.

When We Cannot Accept Returns
Because our products are made-to-order, we cannot accept returns or exchanges if:
•    You ordered the wrong size, colour, or style
•    You changed your mind
•    There are small variations in print placement (up to 0.5" / 1.27cm)
•    Delivery failed due to an incorrect address

Under UK law (Consumer Contracts Regulations 2013) and EU law (Directive 2011/83/EU, Article 16(c)), custom-made items are exempt from the standard 14-day cooling-off period.

Proof Required
To approve a replacement or refund, we need:
•    Photos or video clearly showing the problem
•    If multiple items are affected, include them all in one frame

Return Shipping
In most cases, faulty items do not need to be returned. If a return is necessary, we’ll cover shipping costs when the issue is our fault.

Refunds
Once your claim is approved, we’ll issue your refund or send a replacement. Refunds are processed to your original payment method within 7–10 business days (maximum 14 days for EU customers).

How to Start a Claim
Email hello@neenobeano.com with:
•    Your order number
•    A brief description of the issue
•    Photos or video evidence

We’ll respond within 2 business days