RETURNS & REFUNDS POLICY
Contact us
Email support@neutralclothing.net within 7 days of receiving your order.
Please include:
- Your order number- Photos (where relevant) showing the issue
What happens next
We aim to review and process all requests within 7 working days. If your return/refund request is approved, we’ll provide the correct return address and instructions. Returns sent without prior confirmation may not be accepted. We do not accept unconfirmed returns.
Return conditions
Returned items must be unused, unworn, and unwashed, and in original condition. We do not accept items that are worn, stained, damaged, or altered.
Return shipping
We do not offer freight-to-collect (FTC). Return shipping costs are the customer’s responsibility.
Refunds
If your refund is approved, we will refund the original payment method in the original currency.
Items that cannot be returned The following items are not eligible for return:
- For hygiene reasons: tights, underwear, pajamas, swimsuits, socks, and masks
- Sample items
- Deliberately damaged items - Items returned more than 7 days after delivery
- Items accurately produced/printed according to the designs or tech packs provided, where the purchaser later decides they no longer want them
- Items no longer required due to delayed delivery caused by customer-provided misinformation (e.g., incorrect phone number or shipping address)
Order cancellation (before delivery) Orders can only be cancelled and fully refunded while they are in “In Review” status. To cancel, email support@neutralclothing.net.
Late shipment compensation Small-volume orders: production in 3–7 working days, shipped no later than the 8th working day (from payment date). If no shipping/logistics info is received by the end of the 7th day, we may refund up to 10% of the original item price as compensation.* Bulk orders: production in 7–15 working days, shipped no later than the 16th working day (from payment date). If no shipping/logistics info is received by the end of the 16th day, we may refund up to 10% of the original item price as compensation.* *Not applicable if the delay is due to customer-side changes (design modifications, additional requirements, incorrect address, etc.). We determine what qualifies as customer-side changes.
Claim deadlines - Misprinted/damaged/defective items: submit claims within 7 days of delivery - Lost in transit: submit claims within 7 days after the estimated delivery date.