Refunds and Returns Policy

Thanks for shopping at Neat Freak. We love our products and we think you will too. We’ve invested a lot of time into understanding what our customers need and want. If, however, we have not exceeded your expectations, we want to make sure we get as close as possible to helping you and perhaps changing your mind.

Returns

You have 30 calendar days to return an item from the date you received it. To be eligible for a return:

• Your item must be unused and in the same condition that you received it.
• Your item must be in the original packaging.
• Your item must resell-able on receipt.
• Your item needs to have the receipt or proof of purchase.

What is the process for returning a product?

We want to make the returns process as easy as possible. You will find a Return Form attached to your delivery note in your box.

• Complete the Return Form and email it to sales@neatfreak.co.za.
• Cut off the Neat Freak return address label on the Return Form and stick that onto your box.
• If you chose the ‘send myself’ option on your Return Form, ship the box to us via your own courier/postal service.
• If you chose the ‘send a courier to collect’ option on your Return Form, we will dispatch our courier to collect.

I don’t have the Return Form, where can I get this?

Should you have accidentally thrown away or lost the Return Form, you can still access this. Download the Return Form here.

What do I do if one of the products I ordered is defective or damaged in transit?

We take great care in packaging our items but if they are received damaged or the quality is not up to your expectations, we will gladly assist. We will require you to:

• Take a photograph and email it to sales@neatfreak.co.za
• In the email include a reference to your order number so that we can easily track your details.
• If the item was damaged in transit, we will liaise with our courier and yourself with regards to replacing the product or issuing a refund/voucher.
• If the item is defective, we will liaise with you with regards to collecting and replacing the product and/or issuing a refund/voucher.
• At any time during this process, you are welcome to call our office on 031-766-0096.

Shipping

Whilst we would love to pay for your return in full, we aren’t yet able to provide this completely free of charge. The pricing is as follows:

• If you chose the ‘send myself’ option on your Return Form, no shipping fee will be deducted off your refund.
• If you chose the ‘send a courier to collect’ option on your Return Form, 1/2 the cost for the courier to collect will be deducted from your refund amount.
• If the item was defective or damaged and an exchange needs to be arranged, Neat Freak will pay for the shipping.
• Shipping costs are non-­refundable.

What is the address I need to ship my return to?

• Please return your product/s to Neat Freak, Unit 17, Inanda Business Park, 105 Brackenhill Rd, Waterfall, 3652.
• For your convenience, click here to download a pre-filled address label.

Refunds

Refunds are processed based on the following:

• The product/s have been received by Neat Freak.
• The product will be evaluated on receipt of the return.
• You will be notified about the status of your refund once the evaluation has been finalised.
• Once the return is approved, a refund to your credit card (or original method of payment), will be initiated.
• Refunds are done once a week, a receipt of which will be emailed to you.

Partial Refunds

There are certain situations where only partial refunds are granted so pay attention to these:

• Books or planners with obvious signs of use.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery.

Can I receive a voucher instead of a refund?

Yes. When completing the Return Form you will be given the opportunity to indicate whether you would like to receive a voucher as a form of refund. The return process will be exactly the same as if you opted for a monetary refund.

Once the return is evaluated, a code will be sent to you for the value of your return minus the 1/2 shipping fee for the return. You will need to use this code when next placing an order.

How do I use the voucher I received as a refund?

If you have chosen to receive a voucher as a refund, a code will be generated and emailed to you. When you next make a purchase on the Neat Freak website, you will need to enter this code at checkout.

I have forgotten the code for my voucher?

If you have forgotten the refund voucher code, you can call our office on 031-766-0096 for assistance.

Why is my refund taking so long?

If you haven’t received a refund after 20 days, especially if the refund was being processed against your credit card, then please check your account again. Sometimes it may take some time before your refund is officially posted. We would also suggest contacting your bank to check with them.

If you are concerned about how long the refund is taking, you can email sales@neatfreak.co.za or call the Neat Freak office on 031-766-0096