After sales Policy
Thank you for choosing NEWTRAL. We guarantee that all NEWTRAL products are rigorously tested by our quality inspectors before shipment.
If you have any questions, please contact us:service@newtralchair.com
and we will reply to you within 24 hours.
Note: The “Policies” only apply to NEWTRAL products you purchased from NEWTRAL Official Website.
30 Days Money-Back Guarantee
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return and refund.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Within 30 days of the purchase, if you are unsatisfied without quality issues, you have the authorization to refund after returning the items complete, unused, and in the original package. However, customers are responsible for the shipping cost.
Return process:
Please contact Newtral Customer Service to get return details.
If 30 days have passed since the purchase, a full refund cannot be offered.
NOTE: For products that have been used, we reserve the right to refuse the return.
When Newtral is in charge – Situations may include:
- We shipped out the wrong item
- We shipped it to the wrong address
- We shipped a duplicate order
- Item arrived defective and cannot be fixed with a replacement part
- Item malfunctioned during the 30-day returns period (Assuming the customer assembled the item properly according to the instruction manual)
Important: For damaged or defective items on arrival, you must provide video/photos to support your claim that the items were damaged or malfunctioning on arrival. If the customer refuses or fails to send a photo/video of the alleged faulty/broken item, this return will be deemed to be "buyer's remorse" and will be returned at the sole responsibility of the customer. Customers are also vulnerable to a 15% purchase fee and any shipping charges paid by the seller. Without exception, if the customer claims that the goods are defective/damaged, the customer must provide proof before returning the goods. Use the Contact Us form to submit images/videos for your return request.
When the Customer is in charge:
If the return is due to the customer's error, the return freight is the customer's responsibility and the customer pays the freight. In these cases, prepaid return shipping labels are not available. Please be sure to note that the original shipping and handling charges will be deducted from your total refund and any orders that offer special shipping charges will be deducted from our actual outbound shipping charges. Examples of these customer returns might include:
- Buyer's regret (" not satisfied with the performance ", "The item does not suit me", "the item does not meet my expectations", "I tried, but I want something else", etc.)
- No reason/no longer want it
- Misunderstanding of product description (failure to fully read product details/description/features)
- Cancel the order after the item has been shipped, even if you have not received the item
- The customer bought the wrong one
- The client accidentally bought too much
- The customer accidentally provided the wrong shipping address
After the 30-day return period, if an item fails or breaks down, the customer can use the Newtral Manufacturer's product warranty period for repairs. For more information, see the manufacturer's product warranty.
REFUNDS
Shipping fees as well as additional service fees paid to any third party service will not be refunded.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed. Your refund will be processed up to 1 -2 business days after your returned item has been received. When processed, you’ll receive an email confirming a credit has been applied to your original method of payment. Allow up to five business days for your credit card provider to process your refund.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
For credit cards, depending on your card issuer’s policy, it may take up to 3 to 5 business days for the refund to appear on your account. However, refunds for some banks may only be reflected in your next monthly statement.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at service@newtralchair.com
The use of personal contact information
By obtaining after-sales service under this policy, you authorize NEWTRAL to store your contact information, including name, phone number, shipping address, and email address. We will protect the security of your information.
Lost / Damaged Products Received
- If the product was not delivered or lost, please immediately contact us.
- If the product you received was damaged, or if you received an incorrect or incomplete product, please immediately contact us with proof of videos and/or pictures.
Cancel the order
Newtral will typically mail your order within 1-2 business days. If you need to cancel your order, please contact Newtral as soon as possible to cancel your order and receive an immediate refund. But if your order has been shipped, we will refund your money when you return the order.
Please contact us to cancel your order.
If the return is caused by the consumer, the freight shall be borne by the consumer. The specific cost should depend on the Courier company you choose.
If the goods received are damaged or incorrect due to our fault, the consumer does not have to bear the freight.
Contact us:
Email: service@newtralchair.com
* Newtral may reserve the right for the modification and final explanation.
Return address:
The USA:
2000 E 49th St, vernon, ca,90058
Attn：CR-Rain- XGCXKG- MTQ
TEL：9405959161
EU:
Dianou Fulfilnent Sp.z o.o.-MF(die Drittanbieter von Logistikdiensten)
Swiecko 43B
69-100 Swiecko/Poland
TEL：0048791444014