Read Our Refunds and Returns Policy | Neat Freak

Refunds and Returns Policy

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 changing your mind.

As such, you have 30 days to return your purchase.

We do however need you to return your item unused and in the same condition that you received it.

We will need your receipt of purchase, delivery note or order confirmation print out pretty please so slot that into the package you’re returning for our ease of reference.

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.

 

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at operations@neatfreak.co.za so that we can help you with this process.

 

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 good news is that we are currently prepared to go halvies with you – so basically half the cost will be born by us and the other half by you. If you receive a refund, this cost of return shipping will be deducted from your refund.

We can arrange the courier to pick up the return from you if you’d like us to or you are welcome to post the returned order to: Unit 17, Inanda Business Park, 105 Brackenhill Rd, Waterfall, 3652 .

Where the product is dodgy (defective) or the wrong item has been shipped, don’t worry Neat Freak will pay entirely for correcting this.

To return your product, you should mail your product to: Unit 17, 105 Brackenhill Rd, Waterfall, ZN, 3652, South Africa.

If you need assistance, email operations@neatfreak.co.za or call the Operations Department on 031-7660096.

 

Refunds

Once your return is received and we’ve given it the once-over, we will be in touch via telephone or email to let you know if your refund will be processed as well as when it will be processed. Refunds are generally processed within 20 days so please be patient while we get this sorted for you.

A refund will either be done directly back to your credit card, via EFT into your account or if you’ve opted for a voucher, we will then load that against your online profile.

 

Late or missing refunds (if applicable)

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.

However, remember that if you are at all concerned about how long the refund is taking and you’d like to speak to someone at Neat Freak, call the office on 031-7660096.

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