Refund policy
Neuro Wiz – Return & Refund Policy
At Neuro Wiz (a brand of Ana Wiz Ltd), we want you to be completely satisfied with your purchase. This policy explains your rights regarding cancellations, returns, refunds, and faulty goods when buying from our website.
1. Your Right to Cancel (14 Days)- You may cancel your order within 14 calendar days of receiving it.
- Notify us in writing (email, post, or via our returns form).
- Goods must be in new, unused condition and returned in original packaging, at your expense via tracked courier/post.
- Refunds are processed within 14 days of receipt or proof of return (usually within 2 working days).
- Within 30 days: Eligible for refund or replacement.
- After 30 days (within warranty): Eligible for repair or replacement.
- Contact our team for a prepaid return label or return instructions.
- Refunds issued once the faulty product is received and assessed.
For health and hygiene reasons, we cannot accept returns if opened/used. This includes:
- Medical equipment
- Breast pumps and expressing products
- Soothers, teats, nasal aspirators
- Pillows, liquids, gels, consumables
Faulty items remain covered under our faulty goods policy.
4. How to Make a Return- Complete the online returns form.
- Package securely in original condition/packaging.
- Return using tracked post or courier (unless prepaid label supplied).
- Keep proof of postage until your refund/replacement is processed.
- Refunds are made to the original payment method.
- Processed within 2 working days (always within 14 days).
- Delivery charges refunded only when the entire order is cancelled within 14 days.
Email: customerservices@anawiz.com
Phone: 0800 111 4800 (UK) / +44 (0)208 339 9730 (International)
Address: Ana Wiz Ltd, Heritage House, 52–54 Hamm Moor Lane, Addlestone, Surrey, KT15 2SF, United Kingdom