terms and conditions

  • Bespoke goods are any goods specifically personalized and/or tailored to your specifications.
  • Orders for bespoke goods cannot be cancelled or changed (once work has started on them).
  • Bespoke goods that are delivered as described and are in good condition may not be refunded. We reserve the right to charge for re-posting of bespoke goods returned in error.
  • We cannot be held responsible if you order the incorrect length of stick. The sizing page is there to advise you how you measure. Please check your order details before completing as incorrect orders will not be refunded.
  • We are not resposible for breakages caused by dropping. Please take care and implement measures to make sure the stick does not fall to the ground. Replacements will not be given for sticks broken or damaged by dropping. 
  • If you require samples of our materials before you order, please ask for them. An order cannot be returned because you don’t like it or the colour isn’t as you expected. The photographs on the website represent the colours as close as possible. But if in doubt, please ask for samples.
  • As the goods are handmade just for you, please allow at least 10 days for your order to arrive. If you require your order faster please make us aware and we will try to accommodate you and find faster delivery for you. The extra cost will be your responsibility. We will not be held responsible for delays due to industrial action or UK public holidays.
  • We cannot take responsibility for customer generated mistakes, (errors or defects including spelling, typographical or grammar errors; order quantity, dimensions of the order, or other ordering errors. To prevent these errors from happening, please review your order carefully before proceeding to payment.)
  • If your order is damaged or faulty when it arrives our aim will be to rectify the problem in order for you to carry on loving your stick. Any problems with any part of a bespoke order must be reported to us within 48 hours of receipt.
  • Please email info@neo-walk.com who will contact you with regards to the fault and how to return the goods. Cost of purchase postage will not be refunded.
  • If a replacement is necessary the same order will be remade and sent out with no ammendments.
  • Signature Collar :- You can have any message engraved on your walking stick, you can personalise your items with initials, names, dates, and short phrases (please note- this must fit the maximum number of characters available).
    You are solely responsible for any message you ask us to engrave, messages that are engraved are words or views of the customer and not words or views held by Neo Walk.
    Please ensure the message you request for engraving is correct as we will engrave the message as supplied.
    We reserve the right to refuse to engrave a message, and, if so, may also cancel your order and refund your payment of the signature collar, if your message is or is likely intended to be offensive, abusive, hateful, threatening, discriminatory, racist, homophobic, inflammatory, harmful, sexually explicit, or unlawful.