Return Policy

 

Thank you for shopping from neathouz.com

Please note, due to the impact of COVID-19 and increased health and safety measures, returns processing is delayed. Thanks for your patience. We're in this together.

All orders can be returned or exchanged within 30 days of the delivery date.Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

• All returned/exchanged items must be returned undamaged and unwashed, and all original labels are included in the original packaging. 
• Please contact us for the return / exchange form before you start the return process.

 

1.Return & Exchange

Process:

Step 1: Please contact our customer service representative at service@neathouz.com to request an exchange/return form.

Step 2: Please follow the instructions on the exchange/return form to pack and ship back the return package.

Step 3:

a) Refund shall be issued once we receive and confirm the return package. If your original payment method is a credit card, it will take longer may take 1 to 2 weeks to process the bank's refund.

b) The new package will be shipped out once we receive and confirm the return package.

 

Method of Refund:

We would refund to your original payment method. That's to say, if you used credit card to pay, we would refund to your credit card.

 

Defective Product

If you have quality issue to report, you can contact our customer care team within 5 business days of receiving your product here and we will assist you with the return and refund process.

 

Responsibility

Returned items are the responsibility of the customer until we receive them. Please make sure they're packed properly so as to avoid any damage in transit.

As the parcel remains your responsibility until it arrives, be sure to get proof of postage in case you need to contact us about your return. We are not responsible for any items that are returned to us by mistake. If we are able to locate the items and you'd like them returned to you, we may ask you to cover the delivery cost.

We are not able to refund any tax or duty charged by customs border office.

 

2.Can I cancel my order after it has been placed?

Normally all of our orders are shipped out within 24 hours, even within several hours.

If you cancel your order before the package is shipped out, we need take a 10% charge of your order for the cancellation fee which includes handling and restock.

Once your package was shipped out, we could not cancel your order and issue the refund. Hope you can understand.

3.Contact us

Any questions or doubts, please feel free to email us at service@neathouz.com