Policies and Disclaimers

 Please note: your call may be recorded for training or monitoring purposes *



Where goods have been delivered to The Customer in accordance with an order placed by them, but are subsequently not required, The Customer is required to return them to The Company (Neo G) at The Customer's cost and to take reasonable care of those goods in the meantime.



All items being returned by The Customer must be unused and in original condition and packaging and items must be returned within 30 days of receiving the goods. If these conditions are met, Neo G will issue a full product refund upon receipt of the good(s), or exchange items where required. In addition to this, customers are asked to include a copy of the packing slip/order ID stating the reason for the goods being returned, so as to prevent any further delay in processing the return.

Neo G will only refund the delivery charge if the return is as a result of an internal error, or as a result of a genuine fault with an item, but instructions in these instances should be sought from the sales office first (Tel: +44 (0)1423 507 309). In the case of faulty goods, faults can only be determined upon return i.e. receipt of your item and at the discretion of Neo G. Neo G cannot be made responsible for the loss of your items when returning them to us, however we do suggest that you return items via recorded post, to help you to track and trace the whereabouts of your parcel and cover yourself for any loss should it occur.



The Invoice sent with your order may also be used as a returns form. At the bottom of your Invoice you will see instructions regarding how to return your item, where to send it and the information we need from you. All you need to do is tell us why you are returning your item and what you would like us to do next (exchange, refund or other). For exchanges, please state the size, product REF and delivery address of the item you require to enable us to deal with your request more efficiently.

Where possible, please send items back to us (ensuring the item is packed securely) via recorded delivery.



When we receive a returned item, our returns department will first ensure that it meets the conditions set out in our returns policy. Once this is checked we will process your request as stated on the Invoice enclosed with your item. Exchanges will be processed and dispatched immediately, unless there are any unforeseen problems with your returned item(s) e.g. out of stock. If there is any missing information or queries Neo G will get in touch to retrieve the information required.

Refunds will be completed as soon as possible. These usually clear within 7 working days of us receiving your returned goods, however this can vary depending on payment method and bank provider used. Refunds are issued according to the way you originally purchased your items and are only processed after we receive your goods and the relevant checks have been made. Therefore a guaranteed time scale for refunds or exchanges cannot be specified. 



In the interests of hygiene certain items cannot be accepted back unless faulty; these items include Hosiery, Silicone products and bunion splints/supports. If in doubt, please speak to the office before opening or using the item. Items purchased that have a Was and Now price are classed as being in a sale and can only be exchanged for other sizes, or for the original amount paid. If a different product is required then the additional cost of the ‘new’ item will be charged. All offers and discount codes are not applied to items in a sale. Promotional, media and discount codes are only available through the website (unless otherwise stated).



  • You will be invoiced on dispatch of goods
  • Payment terms are 30 days from invoice date (unless otherwise agreed)
  • BACS payments details are reflected in the invoice
  • European Union members must provide their EC VAT registration details
  • UK VAT exemption for customers who are VAT exempt, proof of exemption must be included on account application



All international customers will be dealt with individually. All international trade discounts, payment terms, delivery arrangements and orders will be dealt with on a case by case basis and are subject to agreement/approval by the Neo G Accounts team. Contact details are as follows: accounts@neo-g.co.uk +44 (0)1423 552 747.




All content on this site is protected by UK and international copyright laws. This means that no part of the site may be copied, reproduced, distributed, redistributed, modified displayed or performed without prior written consent by Neo G Limited.



This site is provided as a shopping resource by Neo G Limited. Neo G Limited makes no express or implied warranties of any kind relating to the provision of information or service on or by this site. Neo G Limited will not be liable for any damages of any kind arising from the use or misuse of this site or any of the information contained within it.


The content on this web site is provided for general information and reference purposes only and is not intended to substitute for advice given by a physician, pharmacist, or other licensed health-care professional. You should not use this information as self-diagnosis or for treating a health problem or disease. All exercises and information featured on this web site should only be reviewed / practiced under the supervision of a qualified healthcare professional. Products suggestions linked to injuries may be provided on the site but you must always refer directly to the product page for full product details and always consult a physician in the first instance, as the indications outlined may not always be relevant to your particular injury. 




At Neo G we are dedicated to giving you a pleasant, efficient and secure shopping experience.  



Card details: We do not store credit card details nor do we share customer details with any 3rd parties. 

Data: Neo G do not currently have any arrangements with third parties to disclose any of your details and we will not pass any of your details on. 

Mailings: our mailing list is opt in, in accordance with EU regulations and our communications and any newsletters all contain a one click opt out option. 

Account Information: if you log in you can change your details, add additional addresses or view your previous orders at any time. 



Neo G use various Google services to enable us to monitor and analyze web traffic and to keep track of User behavior.

Google Analytics (Google Inc.)

Google Analytics is a web analysis service provided by Google Inc. (“Google”). Google utilizes the Data collected to track and examine the use of this Application, to prepare reports on its activities and share them with other Google services.
Google may use the Data collected to contextualize and personalize the ads of its own advertising network.




We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.

All electronic transactions you make to or receive from us will be encrypted using SSL technology.

Of course, data transmission over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet. 



We may update this privacy policy from time-to-time by posting a new version on our website. You should check this page occasionally to ensure you are happy with any changes. 



You may instruct us to provide you with any personal information we hold about you. Provision of such information may be subject to the payment of a fee (currently fixed at £10.00). You may instruct us not to process your personal data for marketing purposes by email to (admin@neo-g.co.uk) at any time. (In practice, you will usually either expressly agree in advance to our use of your personal data for marketing purposes, or we will provide you with an opportunity to opt-out of the use of your personal data for marketing purposes).



The website may contain links to other websites. We are not responsible for the privacy policies or practices of third party websites. 



Please let us know if the personal information which we hold about you needs to be corrected or updated. 



All goods quoted for delivery shall be delivered to the address instructed by The Customer. The cost of goods delivered will be charged to The Customer as defined in the details of delivery charges in The Company's current price list, or on the web site. Although guidelines have been provided, specific times and dates for delivery cannot be guaranteed. The Company shall not be liable for any loss whatsoever caused by non-delivery or delay in delivery. Neo G require a 14 working days waiting period before being able to trace, replace or refund lost items. 



If you have any questions about this any of the Policies and Disclaimers or our treatment of your personal data, please email: info@neo-g.com or write to us at:

Neo G Ltd
Unit 8
Killinghall Stone Quarry
Ripon Road
Killinghall, Harrogate


* Please note: your call may be recorded for training or monitoring purposes *



Neo G products are designed by orthopaedic professionals and registered as Class 1 Medical Devices.


Neo G is proud to be an official worldwide partner with The Chartered Society of Physiotherapy.


Neo G is a trusted high street brand with over 1 million supports sold and thousands of 5 star reviews.