Refund policy

Effective Date: January 1, 2023

Welcome to Neatora. We appreciate your trust in our products and are committed to providing a smooth and satisfying shopping experience. This Return & Refund Policy explains the conditions under which returns, refunds, exchanges, and replacements are accepted for purchases made through Neatora.space.

By placing an order on our website, you acknowledge and agree to the terms outlined below.

1. Our Return Policy

We proudly offer a 30-day return policy from the date your order is successfully delivered.

If you are not completely satisfied with your purchase, you may request a return within 30 calendar days after delivery.

To be eligible for a return, the item must:

Be unused or only minimally used.
Be in its original condition.
Include all original packaging, labels, manuals, and accessories.
Not show signs of intentional damage, misuse, or alteration.

Products returned without prior authorization may not be accepted.

2. How to Request a Return

To initiate a return, please contact our customer support team before sending your package.

Please include:

Your full name
Order number
Email address used for purchase
Reason for return
Photos or videos if the item is damaged or defective

Contact Information:

Email: support@neatora.space

Our team typically responds within 24–48 business hours with return instructions.

3. Items Eligible for Refund

Refunds may be approved under the following circumstances:

The wrong product was delivered.
The item arrived damaged during shipping.
The product contains manufacturing defects.
The package was lost during transit.
The order cannot be delivered due to carrier issues.
The customer received an incomplete order.
The customer requested a return within the eligible return window.

Each request is reviewed individually to ensure fairness for both customers and our business.

4. Non-Returnable Items

For hygiene, safety, and operational reasons, the following items may not be eligible for return:

Used products showing excessive wear.
Items intentionally damaged after delivery.
Products returned without original packaging.
Gift cards.
Clearance or final sale items (if marked).
Personalized or customized products.
Products damaged by improper use or storage.

5. Damaged or Defective Products

If your order arrives damaged, defective, or incomplete, please notify us within 7 days of delivery.

Please provide:

Photos of the product
Photos of the shipping box
Photos of the shipping label
Description of the issue

Depending on the situation, we may provide:

A replacement item
A partial refund
A full refund
Store credit

No additional cost will be charged for approved replacements resulting from our error.

6. Incorrect Shipping Address

Customers are responsible for providing accurate shipping information.

If an incorrect address is entered:

Please contact us immediately.
Address changes can only be made before the order is processed.
Once an order has shipped, we cannot guarantee address modifications.

Orders returned due to incorrect customer information may require additional shipping charges for reshipment.

7. Order Cancellation

Orders may be cancelled before fulfillment begins.

Once an order has entered processing or has been shipped, cancellation may no longer be possible.

If cancellation is approved, a full refund will be issued using the original payment method.

8. Refund Processing

Once your returned item has been received and inspected, we will notify you regarding the outcome.

Approved refunds are processed to the original payment method.

Typical processing times:

Inspection: 2–5 business days
Refund approval: 1–3 business days
Bank or card processing: 5–10 business days

Processing times may vary depending on your payment provider.

9. Exchange Policy

We gladly replace products that are:

Damaged
Defective
Incorrectly shipped

If you would like a different size, color, or style, we recommend placing a new order after your return has been approved.

10. Return Shipping

If the return results from our error, including defective or incorrect items, we may provide a prepaid return label or reimburse reasonable return shipping costs.

For customer preference returns, customers may be responsible for return shipping unless otherwise stated during promotions.

11. Refused Deliveries

If a shipment is refused without prior communication, any shipping fees, customs charges, or carrier expenses incurred may be deducted from the refund where permitted.