Terms of service

TERMS AND CONDITIONS OF SALE AND WEBSITE USE

Last updated: 27 August 2026

WHO WE ARE

The Neuthread website and online shop are operated by Daisy Chain Autism and Neurodiversity, trading as Neuthread.

Daisy Chain Autism and Neurodiversity is a company limited by guarantee, registered in England and Wales under company number 04763989, and a registered charity under charity number 1109792.

Registered office:

Daisy Chain Autism and Neurodiversity
Calf Fallow Farm
Calf Fallow Lane
Norton
Stockton-on-Tees
TS20 1PF

Neuthread trading and returns address:

Neuthread
Unit 1 Tees Business Park
Stockton-on-Tees
TS18 2RS

General enquiries: info@neuthread.com
Order and returns enquiries: sales@neuthread.com
Telephone: 01642 309644

In these terms, “Neuthread”, “we”, “us” and “our” mean Daisy Chain Autism and Neurodiversity trading as Neuthread.

ABOUT THESE TERMS

These terms apply when you use the Neuthread website or purchase products from us.

Please read them before placing an order. By submitting an order through our website, you agree to these terms.

These terms do not limit or exclude any rights you have under UK consumer law.

Our Refund & Returns Policy, Shipping Policy, Privacy Policy and Cookie Policy also apply where relevant.

OUR PRODUCTS

Neuthread creates garments from donated, reclaimed, surplus, vintage and other pre-existing textiles.

Many Neuthread garments are one of a kind or made in very limited quantities. Differences in colour, texture, pattern placement, weight, finish and previous characteristics of the source textile may form part of an item’s individual character.

We take reasonable care to describe and photograph each product accurately. However:

Colours may appear differently depending on your screen and device settings.
Pattern placement and textile details may vary where this is explained on the product page.
Measurements and sizing information are provided as a guide.
Reclaimed or pre-existing textiles may have natural variations or minor characteristics consistent with their previous life.

Any significant mark, variation or characteristic that a customer reasonably needs to know about will be stated or shown on the relevant product page.

A garment being described as reclaimed, one of a kind or limited does not mean that it is faulty.

We do not describe a fibre as recycled, organic, certified or otherwise environmentally accredited unless we have appropriate evidence for that claim.

Please review the individual product description, measurements, fibre composition and care information before placing your order.

PRODUCT AVAILABILITY

All products are subject to availability.

Because many Neuthread garments are one of a kind, an item may not be replaceable if it is sold, damaged or found to be unavailable.

Placing an item in your basket does not reserve it. We may withdraw or discontinue a product before accepting an order.

If we cannot fulfil an order after taking payment, we will notify you and refund the relevant amount.

PLACING AN ORDER

When you submit an order, you are offering to purchase the products shown in your order.

After receiving your order, we will send an electronic acknowledgement. This confirms that we have received your order but does not necessarily mean that we have accepted it.

A contract between you and us is formed when we send an email confirming that your order has been accepted. If our usual Shopify process treats the order confirmation email as acceptance, that email will form the contract.

Please check your order and contact sales@neuthread.com promptly if any information is incorrect.

We may decline or cancel an order before acceptance where:

An item is unavailable.
Payment is not authorised.
We cannot deliver to the address provided.
There is an obvious pricing or description error.
We reasonably suspect fraud or unauthorised activity.
The order breaches these terms or applicable law.

If we cancel an order after taking payment, we will refund the amount paid for the cancelled item or order.

PRICES AND PAYMENT

Prices are shown in pounds sterling.

The price payable is the price displayed when you place your order, subject to the correction of an obvious pricing error.

Any applicable taxes are included in the displayed price where legally required. Delivery charges are shown separately before you complete your order.

We accept the payment methods displayed at checkout. Payments may be processed by Shopify Payments or another payment provider shown at checkout.

You must provide accurate and complete payment, billing and contact information. You must be authorised to use the payment method selected.

PROMOTIONAL CODES AND DISCOUNTS

Promotional codes and discounts are subject to any additional conditions provided with the promotion.

Unless stated otherwise:

A promotional code cannot be exchanged for cash.
Only one promotional code may be used per order.
A promotional code must be used before its expiry date.
A promotional code cannot be applied retrospectively.
We may withdraw a promotion where there has been an error, misuse or suspected fraud.

Promotions do not affect your statutory consumer rights.

DELIVERY

We currently deliver to addresses within the United Kingdom only.

Available delivery services, charges and estimated delivery times are explained in our Shipping Policy and shown at checkout.

We aim to dispatch orders within the times stated on the website. Delivery dates and times are estimates unless we have expressly agreed a guaranteed date with you.

Unless a different delivery period has been agreed, we will deliver the goods without undue delay and normally within 30 days after the contract is formed.

Please contact info@neuthread.com if your order does not arrive within the expected delivery period.

DELIVERY RESPONSIBILITY AND RISK

Goods remain our responsibility until they come into your physical possession or the physical possession of someone you have identified to receive them.

We do not transfer the risk of loss or damage to you merely because we have handed the parcel to a courier selected or arranged by us.

An exception may apply if you independently arrange a carrier that we did not offer as a delivery option.

If a parcel is lost or damaged while being delivered by a courier arranged by us, contact sales@neuthread.com. We will deal with the courier and provide the remedy required by law.

You are responsible for ensuring that the delivery address supplied with your order is complete and accurate.

DELAYS OUTSIDE OUR CONTROL

We are not responsible for delays caused by events outside our reasonable control.

If such an event affects delivery, we will contact you where reasonably possible and take reasonable steps to minimise the delay.

Your statutory rights remain unaffected. If there is a substantial delay, you may have the right to end the contract and receive a refund for goods you have not received.

YOUR RIGHT TO CANCEL

If you are a UK consumer purchasing online, you normally have the right to cancel an eligible order without giving a reason.

You must tell us that you wish to cancel within 14 days beginning on the day after you, or someone nominated by you, receives the goods. You then normally have a further 14 days to return the goods.

We also provide an additional 30-day returns policy.

Full information about cancellation, return postage, refunds, faulty items, sale items and exceptions is provided in our Refund & Returns Policy:

https://neuthread.co.uk/policies/refund-policy

Nothing in these terms or our Refund & Returns Policy affects your statutory rights.

CHANGE-OF-MIND RETURNS

For a change-of-mind return, you are responsible for the direct cost of returning the item unless we agree to cover that cost.

We recommend using a tracked return service and retaining proof of postage.

We are not required to provide a prepaid returns label for an ordinary change-of-mind return. If we provide a prepaid label, we will tell you whether its cost will be deducted from your refund.

The item should be returned in accordance with our Refund & Returns Policy.

FAULTY, DAMAGED OR MISDESCRIBED GOODS

We are under a legal duty to supply goods that:

Are of satisfactory quality.
Are fit for their intended purpose.
Match their description.
Conform to the contract.

Contact sales@neuthread.com as soon as possible if an item is faulty, damaged, incorrect or not as described.

Depending on the circumstances and the time that has passed, you may be entitled to reject the item and receive a refund, or to receive a repair, replacement, price reduction or final right to reject.

Where goods are faulty, damaged, incorrect or misdescribed, we will cover reasonable return costs where required by law.

These rights are separate from our additional returns policy.

SALE ITEMS

Sale and reduced-price items have the same statutory consumer rights as full-price items.

Sale items are also included in Neuthread’s additional 30-day returns policy.

A price reduction does not remove your rights where an item is faulty, damaged or not as described.

PERSONALISED AND MADE-TO-ORDER ITEMS

The statutory right to cancel may not apply to goods made to your specifications or clearly personalised.

We will only rely on this exception where it legally applies and the relevant information was provided before you ordered.

A garment being one of a kind, made from reclaimed textiles or produced in a limited quantity does not, by itself, make it personalised or exempt from cancellation.

Your rights remain unaffected where a personalised or made-to-order item is faulty or not as described.

REFUNDS

Refunds will be issued in accordance with our Refund & Returns Policy and applicable consumer law.

For a valid statutory cancellation, we will refund:

The price paid for the returned goods.
The cost of our least expensive standard delivery option, where you paid an outbound delivery charge.

If you selected a more expensive delivery service, we are not required to refund the additional cost above our standard delivery charge.

Refunds will normally be made to the original payment method. You will not be charged a fee for receiving a refund.

EXCHANGES

Because many Neuthread garments are one of a kind or made in limited quantities, an identical replacement or alternative size may not be available.

The quickest option is normally to return the original item in accordance with our Refund & Returns Policy and place a new order.

Contact sales@neuthread.com if you would like to ask whether an exchange is available.

CUSTOMER ACCOUNTS

You may be able to create an account through the website.

You are responsible for:

Providing accurate account information.
Keeping your sign-in details secure.
Informing us if you believe your account has been accessed without permission.
Ensuring activity conducted through your account is authorised.

We may suspend or close an account where we reasonably believe it is being used fraudulently, unlawfully or in breach of these terms.

ACCEPTABLE WEBSITE USE

You may use the website for lawful, personal and non-commercial purposes.

You must not:

Use the website unlawfully or fraudulently.
Attempt to gain unauthorised access to the website, customer accounts or connected systems.
Introduce viruses, malicious code or other harmful technology.
Interfere with the operation or security of the website.
Scrape, copy or extract substantial parts of the website without permission.
Use the website in a way that infringes another person’s rights.
Use false information or impersonate another person.

We may restrict access where reasonably necessary to protect the website, our customers or our organisation.

INTELLECTUAL PROPERTY

The Neuthread name, branding, original garment designs, original photography, website text, graphics, videos and other original content are protected by applicable intellectual-property laws.

You may view and use the website for personal and non-commercial purposes.

You must not reproduce, sell, distribute, modify, publish or commercially exploit our protected content without prior written permission.

Neuthread’s use of donated, reclaimed, vintage or pre-existing textile does not claim ownership of any third-party print, artwork, brand, logo or trademark appearing within that textile.

All third-party intellectual-property rights remain with their respective owners.

REVIEWS, FEEDBACK AND CUSTOMER CONTENT

If you submit a review, photograph, comment or other content, you confirm that:

The content is accurate and based on your genuine experience.
You have the right to submit it.
It does not infringe another person’s rights.
It is not unlawful, abusive, defamatory, discriminatory or misleading.

You give us permission to display and reproduce the content for the operation and promotion of Neuthread. You continue to own your original content.

We may moderate or remove content where we reasonably believe it breaches these terms or applicable law.

THIRD-PARTY SERVICES AND LINKS

The website may contain links to services or websites operated by third parties.

We are not responsible for the content, availability or privacy practices of independent third-party websites. You should review their terms and privacy information before using them.

Shopify provides the ecommerce platform supporting the Neuthread website. Purchases made through the Neuthread shop are contracts between you and Daisy Chain Autism and Neurodiversity trading as Neuthread, not between you and Shopify.

PERSONAL INFORMATION

We process personal information in accordance with our Privacy Policy and Cookie Policy.

Our Privacy Policy explains how and why personal information is collected, used, retained and shared, and how you can exercise your data-protection rights.

https://neuthread.co.uk/policies/privacy-policy

Cookie preferences can be managed using the cookie controls available on the website.

OUR RESPONSIBILITY TO YOU

We do not exclude or limit liability where doing so would be unlawful.

This includes liability for:

Death or personal injury caused by our negligence.
Fraud or fraudulent misrepresentation.
Breach of your statutory consumer rights.
Any other liability that cannot legally be excluded or limited.

If you are a consumer, we supply products for private and domestic use. We are not responsible for business losses arising from a consumer purchase, including loss of profit, revenue, business opportunity or anticipated savings.

Nothing in these terms removes any remedy or protection provided by consumer law.

CHANGES TO THE WEBSITE OR THESE TERMS

We may update the website and these terms from time to time.

The terms that apply to an order are those in force when the contract for that order is formed, unless a change is required by law and applies to an existing contract.

We will update the “Last updated” date when these terms change.

SEVERABILITY

If any part of these terms is found to be unlawful or unenforceable, the remaining sections will continue to apply.

NO WAIVER

If we do not immediately enforce a right under these terms, this does not mean that we have given up that right.

GOVERNING LAW AND COURTS

These terms are governed by the law of England and Wales.

If you live in Scotland, Northern Ireland or another part of the United Kingdom, you retain any mandatory consumer protections and rights to bring proceedings that apply where you live.

Nothing in this section deprives you of protections provided by applicable consumer law.

COMPLAINTS

If you have a complaint about an order or product, please contact us first so we can try to resolve it.

Email: info@neuthread.com
Order and returns enquiries: sales@neuthread.com

Postal address:

Neuthread
Unit 1 Tees Business Park
Stockton-on-Tees
TS18 2RS

Please include your name, order number and a clear description of the issue.

CONTACT INFORMATION

The legal seller is:

Daisy Chain Autism and Neurodiversity, trading as Neuthread
Company number: 04763989
Registered charity number: 1109792

Registered office:

Calf Fallow Farm
Calf Fallow Lane
Norton
Stockton-on-Tees
TS20 1PF