Refund policy
Refund Policy
OUR COMMITMENT TO YOU
We want you to be completely satisfied with your purchase from NEATS. If, for any reason, you are not, we offer options for returns, exchanges, and refunds. Please read our policy carefully to ensure a smooth process.
PROMOTIONAL DEALS
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Purchases made during our Buy One, Get One Free promotions are subject to specific conditions:
- Returns are only accepted if the entire order is returned. Individual items connected to this deal cannot be returned separately.
- Refunds for promotional orders will be issued in the form of store credit.
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1+1 Sales: Purchases made during these sales are final. No returns, exchanges, or retroactive discounts will be applied.
RETURNS
You have the right to return any product within 30 days of delivery under the following conditions:
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General Conditions:
- The product must be unused, in its original packaging, and in the same condition as when you received it.
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Hygiene Products:
- Items such as nipple covers, underwear, and similar products are non-returnable once the packaging has been opened. This policy ensures the safety and hygiene of all customers.
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Bundle Orders:
- Returns on bundles are only eligible for store credit. Refunds to the original payment method are not available.
INITIATING A RETURN
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Contact our customer service team at info@neats.me.
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Provide the following details:
- Your order number.
- A detailed reason for the return.
- Supporting images, if applicable.
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Await approval and a Return Authorization (RA) number. You will receive detailed instructions on how to proceed.
RETURN COSTS
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Customers are responsible for return shipping costs unless:
- The product is defective, damaged, or incorrect (e.g., wrong size or color).
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If the return is due to an error on our part, NEATS will cover return shipping costs and provide a prepaid label.
EXCHANGE POLICY
Exchanges are allowed within 30 days of delivery under the following conditions:
- The item must meet all return criteria (unused, undamaged, original packaging).
- Exchanges are only available for items of equal value. Customers are responsible for any price differences or shipping costs for exchanges.
RESTOCKING FEE
A 15% restocking fee applies to all returns unless:
- The item was received defective, damaged, or incorrect.
Requests for waiver of restocking fees will be evaluated on a case-by-case basis.
REFUND PROCESSING
Once we receive and inspect the returned item, the refund process will begin:
- Refunds are issued to the original payment method.
- Processing times may vary based on your bank or payment provider.
- Restocking fees, if applicable, will be deducted from the refunded amount.
DAMAGE OR DEFECTIVE ITEMS
If your order arrives damaged or defective:
- Contact info@neats.me immediately.
- Provide photos of the damage or defect.
- Upon approval, we will cover the return shipping costs and provide a replacement or refund.
CHANGES TO THE REFUND POLICY
NEATS reserves the right to modify or update this policy at any time. Any changes will be effective immediately upon posting to our website.
For any further assistance, please contact us at:
NEATS
SV WORLDWIDE LDA
Rua Direita do Ramalho 69 A
9500-180, Ponta Delgada, Azores, Portugal
info@neats.me