Return Policy

Return Policy

Thank you for shopping with our cross-border store. This Return Policy outlines the terms for requesting returns, refunds, or exchanges of products purchased from us. By placing an order, you agree to comply with these terms.

1. Eligibility for Returns

To qualify for a return, items must meet the following conditions:

 

  • Requested within 30 days of delivery (confirmed by your shipping receipt).
  • Unused, unwashed, and in their original packaging (with tags, labels, or accessories intact).
  • Not in the “Non-Returnable” category (e.g., personalized items, perishables, or hygiene products—see Section 5 for details).

2. How to Request a Return

  1. Contact our customer support at [email/phone] with your order number, product photos (if damaged), and reason for return.
  2. Wait for our confirmation (usually within 2–3 business days) and receive a Return Authorization (RA) number.
  3. Ship the item back to the address we provide, clearly marking the RA number on the package. You are responsible for return shipping costs (unless the return is due to our error, e.g., wrong item, defect).

3. Refunds & Exchanges

  • Refunds: Once we receive and inspect the returned item (typically 5–7 business days after delivery to our warehouse), we will process your refund. Funds will be credited to your original payment method, and may take 7–14 business days to reflect (depending on your bank or payment provider). Shipping, customs duties, or taxes paid are non-refundable.
  • Exchanges: We currently offer exchanges only for items of the same style/size (if in stock). If unavailable, a refund will be issued instead.

4. Damaged or Incorrect Items

If you receive a damaged, defective, or wrong item:

 

  • Notify us within 7 days of delivery with photos of the product and packaging.
  • We will cover return shipping costs and either send a replacement (if available) or issue a full refund (including original shipping and customs fees, where applicable).

5. Non-Returnable Items

The following cannot be returned for hygiene, safety, or customization reasons:

 

  • Personalized products (e.g., engraved furniture, monogrammed linens).
  • Perishables (e.g., scented candles with opened packaging, food-related home goods).
  • Used or washed items (unless damaged/defective upon receipt).

6. Cross-Border Notes

  • Customs fees or import duties incurred on returned items are your responsibility (we cannot reimburse these).
  • Delivery delays for returned packages (due to international logistics or customs) may extend the refund processing time—we recommend using a trackable shipping service.

 

For further questions, reach our support team at service@neiness.com😊.