RETURNS & EXCHANGES
*Due to COVID-19, we have had to make some changes to our Returns & Exchanges Policy.
Need to make a return? We got you in an environmental friendly way!
Refunds are valid (upon conditions below) up to 30 days from the original order date. Items must be returned unwashed, unworn, undamaged (except for defected product) and with any tags attached, accompanied by the invoice.
**Note: Neutral-T encourages affordable, environmentally friendly and conscious shopping. Our mission to avoid mass production, keeping retail prices low, and offering free shipping involves producing orders upon request. Due to this, we can only offer refunds for damaged, defected products, or if it is an issue on our end (e.g. you received the wrong product or size). We currently do NOT offer exchanges due to change of mind or size preference. You can avoid ordering the wrong size by referring to our size charts which offer a true representation of our products. We apologize for any inconvenience.
We thank you for your understanding, and will change this policy to better suit your needs in the near future.
HOW DO I RETURN?
1. Email email@example.com with the subject title "Refund" and include your:
-order number and name
-explain the issue requiring a refund along with a picture of damaged or defected item
2. Securely pack your merchandise, return form (if required) and invoice in a box, envelope or bag of your choice. Use original packaging if possible.
3. Once your refund has been confirmed via email, get the package ready, choose a mail carrier, pay for postage, and send to the address noted in our email to you.
4. We recommend that all returns be sent with a traceable and reliable carrier. Keep the return tracking number from the package you are returning, to ensure that the package has been delivered back to our warehouse. Return shipping is not refundable.
Once the return has been received and processed by our warehouse, you will receive an email titled "Notice of Refund" which is a copy of the refund for your records.
As a token of apology and appreciation, you will also be offered an exclusive discount code for your next purchase.
The refund will be processed back onto the original method of payment used for purchase, and can take up to 5-7 business days after your return has been received.
• Original shipping costs incurred are currently non-refundable.
CAN I RETURN ITEMS ON FINAL SALE OR PROMOTIONS?
• All gift cards and intimates (underwear and bras) and swimwear are final sale and cannot be returned or exchanged.
• All "Final Sale" items listed at 70-80% off, or under a Buy 1 Get 2 Free promotion cannot be returned or exchanged.
• All Items found in the Sale section are Final Sale.
• All items purchased under promotions Buy 2 Get 1 Free, Buy 1 Get 1 for 50% off, or Buy 1 Get 1 Free, unfortunately are not eligible for a refund or exchange.
HOW DO I RETURN A DAMAGED ITEM?
If you receive a damaged or defective item in your order, and would like a replacement (for refund, see above), please reach out to our Customer Support team at: firstname.lastname@example.org and include a photo of the item, and we will replace the item for you.
All refunds are subject to approval and must meet the requirements outlined in our return policy. We reserve the right to deny a refund if it does not meet the conditions of our return policy.