Read Our Refunds and Returns Policy | Neat Freak

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:

 

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.

 

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:

 

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:

 

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

 

Refunds

Refunds are processed based on the following:

 

Partial Refunds

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

 

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 operations@neatfreak.co.za or call the Neat Freak office on 031-766-0096.

 

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