Refund and Returns Policy

1. Return Period

This Refund and Returns Policy applies to orders placed through neattray.com. Customers may request a return within 30 days after receiving the order. The return window is calculated from the confirmed delivery date shown by the carrier tracking information. Return requests submitted after 30 days may not be accepted unless required by applicable law.

2. Return Eligibility

To be eligible for return, items must be unused, clean, undamaged, free from stains, odors, scratches, chips, cracks, or signs of use, and returned with all original packaging, labels, tags, accessories, protective materials, and included parts where applicable. Because we sell cups, drinkware, and daily-use tableware products, returned items must remain in a hygienic, complete, and resalable condition. Items that have been used, washed, damaged after delivery, chipped, cracked, stained, or returned without required packaging or included parts may be refused or partially refunded after inspection.

3. Non-Returnable Situations

Returns may not be accepted for items that are final sale, clearance, customized, personalized, used, washed, stained, damaged by the customer, missing original packaging, or not suitable for resale due to hygiene or condition concerns. We may also refuse returns that are sent back without prior authorization, returned to the wrong address, or shipped after the approved return period. This policy does not limit any mandatory consumer rights that may apply under local law.

4. Return Request Process

To request a return, please contact us through team@neattray.com with your order number, the item you wish to return, the reason for return, and clear photos showing the item condition and packaging. Our support team will review your request and provide return instructions if approved. Please do not send any item back before receiving return authorization. Unauthorized returns may be refused, delayed, or not processed.

5. Return Shipping Fees

If the return is requested due to personal reasons, including ordering the wrong item, changing your mind, selecting the wrong size, color, or quantity, or providing an incorrect address, the customer is responsible for the return shipping cost. Original shipping fees are generally non-refundable unless required by law. If the return is caused by our error, such as sending the wrong item, a verified defective item, or a product damaged before delivery, we may provide a prepaid return label, reimburse reasonable return shipping costs, or offer another appropriate solution after review.

6. Damaged, Defective, or Incorrect Items

Please inspect your order carefully after delivery. If the package or item arrives damaged, defective, incomplete, or incorrect, please contact us through team@neattray.com within 48 hours after delivery. Please include your order number, clear photos of the item, packaging, shipping label, and a brief description of the issue. Reports made after 48 hours may be more difficult to verify with the carrier or payment provider, and available solutions may be limited.

7. Refund Review and Processing Time

After we receive and inspect the returned item, we will notify you whether the refund is approved. Approved refunds will be returned to the original payment method used at checkout. Refunds are normally issued within 7 business days after return inspection and approval. The refund usually appears through the original payment method within this period, but the exact posting time may depend on Stripe, PayPal, your bank, card issuer, or payment provider.

8. Payment Disputes and Stripe/PayPal Review

To help ensure fair and clear handling of payment disputes, please contact us first through team@neattray.com before opening a chargeback or payment dispute with Stripe, PayPal, your bank, or card issuer. We keep order records, payment status, tracking information, delivery confirmation, return authorization records, customer communication, inspection results, and refund records to support proper dispute review. If a dispute is opened, we may submit these records to Stripe, PayPal, the bank, or the card issuer as evidence. Duplicate refunds cannot be issued while a chargeback or payment dispute is under review.