Terms of Service

1. Overview

These Terms of Service apply to your access to and use of neattray.com, including browsing our website, viewing products, placing orders, making payments, contacting customer support, requesting returns or refunds, and using any services, content, features, or tools made available through the website. By visiting, using, or purchasing from neattray.com, you agree to be bound by these Terms of Service and all policies referenced in them. If you do not agree with these terms, please do not use the website or place an order.

2. Website Operator and Contact

This website is operated by EMILY HOTEL GMBH. For customer service, order support, payment questions, delivery issues, returns, refunds, privacy requests, or legal notices, you may contact us through team@neattray.com. You may also reach us by phone at +49 341 591732011 or by mail at Zschortauer Straße 68, 04129 Leipzig. When contacting us about an order, please include your order number, the email address used at checkout, and a clear description of your request so that we can review the matter efficiently.

3. Eligibility to Use the Website

By using this website, you confirm that you are at least the age of majority in your place of residence, or that you are using the website under the supervision and permission of a parent or legal guardian. You agree to use this website only for lawful personal shopping purposes and in accordance with these Terms of Service. You may not use the website for fraudulent activity, unauthorized purchases, resale abuse, data scraping, security interference, payment misuse, or any activity that violates applicable laws or the rights of others.

4. Product Information and Availability

We make reasonable efforts to display accurate product information, descriptions, images, colors, sizes, specifications, materials, prices, and availability. However, product colors may appear differently depending on your device screen, lighting, or display settings. Product availability may change without notice, and we reserve the right to limit quantities, discontinue products, correct errors, or refuse orders where information is inaccurate, incomplete, or unavailable. If an ordered item becomes unavailable after payment, we may contact you to offer a suitable solution, replacement, cancellation, or refund.

5. Orders and Order Confirmation

When you place an order through neattray.com, you agree that all information provided is accurate, complete, and current. After checkout, you may receive an order confirmation email, but this does not mean that the order has been fully accepted if further review is required. We reserve the right to review, cancel, or refuse an order for reasons including suspected fraud, payment failure, incorrect pricing, product unavailability, incomplete address information, abuse of promotions, violation of these Terms of Service, or restrictions related to delivery destination.

6. Pricing, Taxes, and Currency

Prices shown on the website are displayed in Euros (EUR) unless otherwise stated. Product prices, shipping fees, taxes, and any applicable charges will be shown before payment is completed. If your payment account or card uses another currency, your bank, card issuer, or payment provider may apply currency conversion rates, foreign transaction fees, or other charges. These fees are determined by your financial institution or payment provider and are not controlled by us. We reserve the right to correct pricing errors before or after order confirmation where permitted by law.

7. Payment Terms

All orders must be paid in full before they are confirmed, processed, or shipped. We accept the payment methods displayed at checkout, and payments are processed by third-party payment service providers, including Stripe and PayPal. We do not store customers’ full payment information, card numbers, CVV codes, bank account details, PayPal login information, Apple Pay credentials, Google Pay credentials, or complete payment authentication data on our servers. For detailed payment rules, security measures, payment failure handling, and refund-to-original-payment-method information, please review our Payment Policy.

8. Payment Authorization and Failed Payments

By submitting payment information, you authorize the applicable payment processor to charge the total amount shown at checkout, including product price, shipping fee, taxes, and any applicable charges. A payment may fail or be declined due to insufficient funds, incorrect billing details, expired payment information, bank restrictions, failed authentication, suspected fraud, network errors, or payment provider review. If payment is not successfully completed, the order will not be processed. We are not responsible for delays caused by failed payment authorization or payment verification requirements imposed by your bank, card issuer, Stripe, PayPal, or another payment provider.

9. Shipping and Delivery

We provide worldwide shipping services, subject to destination availability, carrier service coverage, customs requirements, and applicable laws or restrictions. Orders are normally processed within 1–4 business days after successful payment confirmation, excluding weekends and public holidays. Tracking information may take 48–72 hours to update after dispatch. Shipping fees, estimated delivery times, free shipping thresholds, logistics carriers, signature requirements, damaged package reporting, customs rules, and delivery responsibilities are explained in detail in our Shipping Policy.

10. Address Accuracy and Delivery Responsibility

You are responsible for providing a complete and accurate shipping address, phone number, email address, postal code, and recipient information at checkout. We are not responsible for delays, failed delivery, return shipping fees, customs issues, lost packages, or additional costs caused by incorrect, incomplete, outdated, or undeliverable address information provided by the customer. If a package is refused, unclaimed, returned due to failed delivery attempts, or returned because of an incorrect address, additional shipping fees may apply before the order can be resent, and any available refund may be reduced by costs incurred where permitted by law.

11. Customs, Duties, and Import Charges

Orders delivered within Germany are not subject to additional customs duties for customers. For destinations outside Germany, customs duties, import taxes, VAT, brokerage fees, clearance fees, or other local charges may be applied by the destination country or region. If such charges occur, they are the customer’s responsibility unless otherwise required by law or clearly stated at checkout. Customs delays, inspections, or requests for additional information may affect delivery time. We cannot control customs authorities, local import rules, or charges imposed by destination countries.

12. Returns and Refunds

Customers may request a return within the return period stated in our refund policy, calculated from the confirmed delivery date shown by the carrier tracking information. Items must meet the return eligibility requirements, including being unused, unwashed, unaltered, clean, complete, and in resalable condition with original packaging, tags, labels, accessories, and included parts where applicable. Refunds are normally issued to the original payment method within 7 business days after return inspection and approval. For full return conditions, return process, damaged item reporting, return shipping responsibility, refund timing, and payment dispute handling, please review our Refund and Returns Policy.

13. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order carefully after delivery. If an item arrives damaged, defective, incorrect, incomplete, or visibly affected during shipment, you must contact us within the timeframe stated in the applicable policy and provide your order number, clear photos of the item, outer packaging, shipping label, and a brief description of the issue. We may review the evidence, carrier tracking, delivery records, and product condition before offering a replacement, refund, return instruction, or other appropriate solution. Failure to provide timely notice or sufficient evidence may limit the available remedies.

14. Cancellations and Order Changes

If you need to cancel or change an order, please contact us through team@neattray.com as soon as possible. We cannot guarantee that an order can be changed or cancelled after it has entered processing, packing, dispatch, or carrier handover. If the order has already shipped, it must be handled according to the delivery, return, and refund procedures described in our Shipping Policy and Refund and Returns Policy. We are not responsible for costs caused by late cancellation requests, incorrect order details submitted by the customer, or refused shipments.

15. Privacy and Personal Information

Your submission of personal information through the website is governed by our Privacy Policy. We collect and use personal information to operate the website, process orders, confirm payments, arrange shipping, provide customer support, handle returns and refunds, prevent fraud, comply with legal obligations, and respond to disputes. This website is a self-hosted store built on WordPress and powered by WooCommerce. Payment information is processed by third-party providers such as Stripe and PayPal, and we do not store customers’ full payment credentials on our servers.

16. Payment Disputes, Chargebacks, and Fraud Review

If you believe there is an issue with a charge, order, delivery, refund, or payment, please contact us through team@neattray.com before opening a chargeback or payment dispute. We will review your order, payment status, tracking information, delivery confirmation, customer communication, return records, refund records, and any available evidence. If a dispute is opened through Stripe, PayPal, a bank, or card issuer, we may submit relevant records as evidence, including order details, payment confirmation, shipping address, tracking number, delivery confirmation, return authorization, refund status, and communication history. Duplicate refunds cannot be issued while a chargeback or payment dispute is under review.

17. Website Content and Intellectual Property

All content on neattray.com, including text, images, product descriptions, page layouts, graphics, icons, logos, website design, and other materials, is owned by or licensed to us and is protected by applicable intellectual property laws. You may use the website only for personal shopping and informational purposes. You may not copy, reproduce, modify, distribute, publish, scrape, sell, exploit, or use any website content for commercial purposes without our prior written permission. Unauthorized use of our content may result in account restriction, order refusal, or legal action where appropriate.

18. Prohibited Uses

You agree not to use the website for unlawful, abusive, fraudulent, or harmful purposes. Prohibited uses include attempting unauthorized access to the website, interfering with security features, uploading malicious code, submitting false payment or shipping information, abusing returns or refunds, placing fraudulent orders, impersonating another person, violating intellectual property rights, collecting user data without permission, using automated scraping tools, or engaging in conduct that disrupts the normal operation of the website. We reserve the right to restrict access, cancel orders, report suspicious activity, or take legal action where necessary.

19. Limitation of Liability and Service Availability

We make reasonable efforts to keep the website accurate, secure, and available, but we do not guarantee that the website will always be uninterrupted, error-free, or free from technical issues. To the fullest extent permitted by law, we are not liable for indirect, incidental, special, consequential, punitive, or economic losses arising from website use, delivery delays, customs delays, payment provider errors, third-party service interruptions, carrier failures, device issues, or circumstances beyond our reasonable control. Nothing in these Terms of Service limits rights that cannot be excluded under applicable consumer protection laws.

20. Governing Law, Jurisdiction, and Dispute Resolution

These Terms of Service and any dispute arising from or relating to your use of neattray.com, orders, payments, shipping, returns, refunds, privacy matters, or any related transaction shall be governed by the laws of Germany, without regard to conflict of law principles, except where mandatory consumer protection laws provide otherwise. Any dispute shall first be addressed by contacting us through team@neattray.com so that we may attempt to resolve the matter. If a dispute cannot be resolved through customer support, the dispute shall be submitted to the competent courts having jurisdiction over Zschortauer Straße 68, 04129 Leipzig, and court proceedings shall be used as the final method of dispute resolution unless applicable law requires another venue or process.