Payment Policy

1. Accepted Payment Methods

We accept the payment methods displayed at checkout, including Visa, Mastercard, American Express, PayPal, Discover, JCB, Google Pay, and Apple Pay. Available payment methods may vary depending on your device, browser, location, bank, card issuer, or the payment service provider’s availability at the time of checkout. All orders must be paid in full before they can be confirmed, processed, or prepared for delivery.

2. Transaction Currency

All transactions on our website are processed in Euros (EUR). Product prices, order totals, shipping fees, taxes, and any other applicable charges will be shown in EUR before you complete payment. If your card or payment account uses another currency, your bank, card issuer, or payment provider may apply currency conversion rates or additional fees. These charges are determined by your financial institution and are not controlled by us.

3. Third-Party Payment Processing

Payments are securely processed by trusted third-party payment service providers, including Stripe and PayPal. When you place an order, your payment information is submitted directly through the secure payment system provided by these third-party processors. We do not store, collect, or have access to your full card number, CVV, bank account details, PayPal login details, Apple Pay credentials, Google Pay credentials, or any complete payment authentication information.

4. Payment Security and Protection Technology

We use secure checkout technology to help protect payment transactions and customer information. Payment data is protected through SSL/TLS encryption, secure payment gateways, tokenization, fraud-screening tools, and payment authentication measures where applicable. Stripe and PayPal may also use additional security technologies such as PCI-DSS compliant processing systems, encryption, risk monitoring, fraud detection, and 3D Secure or other verification methods when required by your card issuer or payment provider.

5. Payment Failure, Authorization, and Disputes

A payment may fail or be declined due to insufficient funds, incorrect billing details, expired card information, bank restrictions, suspected fraud, failed authentication, network errors, or payment provider review. If payment fails, the order will not be confirmed until a successful payment is received. If you believe a charge is incorrect or you experience a payment dispute, please contact us first through team@neattray.com with your order number, payment date, and a brief explanation. We will review the issue and may request additional information to help verify the transaction. Chargebacks or disputes submitted directly through your bank or payment provider will be handled according to their investigation procedures.

6. Refunds to Original Payment Method

Approved refunds will be returned to the original payment method used at checkout. Once a refund is approved, we will normally process it within 7 business days. After we issue the refund, the time required for the amount to appear in your account may vary depending on your bank, card issuer, PayPal, Stripe, or other payment provider. Shipping fees, customs fees, bank fees, currency conversion fees, or payment provider fees may not be refundable unless required by law or clearly stated in our refund terms.