Refund Policy

 

Effective Date: December 10, 2025

 

Your satisfaction is essential to NEATEN. We stand by the quality of our products and offer a transparent return process for items that meet the conditions outlined below.

1. Eligibility for Returns

We offer a 30-Day Money-Back Guarantee on most products, subject to the following conditions:

  • Timeframe: Returns must be initiated within 30 calendar days of the original delivery date.
  • Condition: Items must be returned in new, unused, and resalable condition, with all original packaging, manuals, and accessories intact.
  • Hygiene Exception (Final Sale): Due to strict hygiene regulations and the personal nature of our products (shavers, water flossers), once a product has been used, it is considered Final Sale and cannot be returned for a refund unless the return is due to a manufacturing defect covered under our 1-Year Limited Warranty (see Section 3).

2. How to Initiate a Return

  • Contact Support: To start a return, you must first contact our 24/7 Customer Support team via WhatsApp, Telegram, or email.
  • Provide Information: You will be required to provide your Original Order Number and the reason for the return.
  • Receive Instructions: Our team will review your eligibility based on the 30-day window and usage condition. If eligible, we will provide you with a Return Merchandise Authorization (RMA) number and detailed shipping instructions.
  • Shipping: The customer is responsible for the cost of return shipping. We strongly recommend using a trackable shipping method, as NEATEN is not responsible for items lost during return transit.

3. Refunds and Exchanges

  • Inspection: Once the returned item is received at our fulfillment center, it will be inspected to ensure it meets the “new, unused, and resalable” condition requirement.
  • Refund Processing: If approved, your refund will be processed to the original method of payment (e.g., credit card, PayPal, crypto wallet) within 5–10 business days.
  • Bundled Items: Items purchased as part of a discounted bundle must generally be returned together for a full refund. If individual items are retained, the refund amount will be adjusted to reflect the full, non-discounted price of the kept items.
  • Non-Refundable Fees: Original shipping fees paid at the time of purchase are non-refundable, except in cases where the return is due to a NEATEN error or a verified product defect.

4. Warranty Claims (Manufacturing Defects)

Issues arising from a manufacturing defect after the 30-day return window are handled under our One (1) Year Limited Warranty.

Warranty claims are processed as replacements, not refunds. Please refer to our FAQ page under the “Warranty & Quality Guarantee” section for detailed instructions on initiating a claim.

5. Non-Returnable Items

The following items are not eligible for return or refund:

  • Items that are clearly used, worn, or damaged by the customer.
  • Consumable replacement parts (e.g., shaver blades, flosser tips).
  • Items returned without prior authorization (RMA number).
  • Items returned outside the 30-day return window.