After Sales & Warranty Policy
NEWTRAL Return & Warranty Policy
Returns at a Glance
● 30-day returns: You may request a return within 30 days of delivery. For eligible returns, return shipping is covered by us, and we review each case individually to find the fairest solution.
● Talk to us first: Your NEWTRAL product comes with a 3-year warranty. For small issues, we’ll gladly send replacement parts first, so please contact us before arranging a return or refund. We’re here to help.
1. Introduction & Customer Service
1.1 Thank you for choosing NEWTRAL. We guarantee that all NEWTRAL products are rigorously inspected and tested by our quality control team before shipment.
1.2 How We Respond to Your Request
Once you've submitted your after-sales request, our team will get back to you within 48 hours. Please note that our emails are occasionally marked as spam by certain email providers. If you don't see our reply in your inbox, kindly check your spam folder.
Adding service@newtralchair.com to your contacts can help prevent this in the future.
1.3 Note: These policies apply only to NEWTRAL products purchased from the NEWTRAL Official Website (www.newtralchair.com).
2. 30-Day Money-Back Guarantee
2.1 We offer a 30-day return policy. You may request a return and refund within 30 days of delivery.
2.2 To qualify for a return:
●The item must be in like-new, clean condition. You are welcome to assemble and try the chair, but please keep it free of stains, marks, odors, pet hair, and damage. Before returning it, please wipe the chair down, especially the wheels, base, and seat, and include all original parts, accessories, and packaging.
● You must provide a receipt or valid proof of purchase.
2.3 If you are not satisfied with the product for reasons unrelated to quality, you may request a refund within 30 days of delivery after returning the complete, like-new item in its original packaging. Please see Section 3.3 for details on return shipping.
2.4 Return Process: Please contact NEWTRAL Customer Service to obtain detailed return instructions.
2.5 Important:
● Once 30 days have passed since delivery, we are unable to offer a full refund.
● Items that are dirty, damaged, or show signs of heavy use may be declined.
2.6 Clearance and Final Sale Items:
Items marked as “Clearance” or “Final Sale” at the time of purchase are not eligible for returns or exchanges under the 30-day return policy. If such an item arrives damaged, defective, or incorrect, please contact us and we will be glad to help. The 3-year warranty continues to apply.
3. Responsibilities for Returns
3.1 Cases Covered by NEWTRAL (Our Responsibility)
If the issue is caused by us, such as a wrong or duplicate shipment, an item that arrives defective and cannot be repaired with replacement parts, or a malfunction within 30 days under proper assembly and normal use, we will take full responsibility and cover the return shipping cost.
3.2 Damaged, Defective or Lost Items
If your item arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible, within 30 days of delivery, and send clear photos or videos so we can verify the issue and assist you quickly. If your order has not been delivered or appears to be lost, please contact us immediately as well.
To protect both sides, we kindly ask for photo or video evidence before any such item is returned. If it cannot be provided, we may need to handle the request as a standard return. Thank you for your understanding and cooperation.
3.3 Return Shipping
For returns requested within 30 days of delivery that meet the conditions in Section 2.2, return shipping costs are covered by us for orders delivered to the United States, the European Union, and the United Kingdom. For orders delivered to other countries or regions, return arrangements and shipping costs are handled case by case, so please contact us before sending anything back. We review each case individually to find the fairest solution for you.
We recommend checking the product page carefully before ordering, and you are always welcome to contact us first if you have any questions. We will be glad to help.
NEWTRAL reserves the right of final interpretation of this policy, and we will always handle every case in a friendly and respectful way.
3.4 Order Modification
● If you need to modify your order (model, color, or other details), please contact us within 12 hours of ordering (PST).
● If your order has already shipped and you would like to cancel it or exchange the item, please ask the courier to refuse delivery and notify us by email. The package will be automatically returned to our warehouse.
4. After the 30-Day Return Period
4.1 If an item fails or malfunctions after the 30-day return window, you may use the NEWTRAL Manufacturer's Warranty for repair services.
4.2 Please refer to the manufacturer's warranty for detailed coverage.
5. Refund Terms
5.1 Refund Process
Once we receive and inspect your returned item, we will confirm receipt by email and let you know whether your refund has been approved. If approved, your refund will be issued to your original payment method and processed within 1-3 business days, and you will receive a confirmation email once it has been issued. Please allow up to 5 business days for your credit card issuer to process the refund.
5.2 Delayed or Missing Refunds
If you have not received your refund, please first check your bank account or contact your card issuer. If the issue remains, please reach out to us at service@newtralchair.com.
5.3 Note: Please note that once a refund has been processed, the product warranty will no longer apply.
6. Personal Information
6.1 By receiving after-sales service under this policy, you authorize NEWTRAL to store your contact information, including your name, phone number, shipping address, and email address.
6.2 We will protect the security and confidentiality of your personal data.
7. Order Cancellation
7.1 NEWTRAL typically ships orders within 1-2 business days.
7.2 If you need to cancel your order before shipment, please contact us as soon as possible for immediate cancellation and refund.
7.3 If your order has already been shipped, cancellation is still possible, but your refund will be processed only after we receive the returned item.
7.4 If the item you received is damaged or incorrect due to our error, you are not responsible for any shipping costs.
8. Contact Information
8.1 Email: service@newtralchair.com
8.2 NEWTRAL reserves the right to modify or update these policies at any time.
8.3 NEWTRAL reserves the right of final interpretation.
9. NEWTRAL Warranty & Damages Policy
9.1 We provide a 3-Year Limited Warranty for all NEWTRAL products purchased directly from our official website.
9.2 Who Is Covered
● This warranty applies only to original purchasers who bought products directly from www.newtralchair.com.
● Products purchased from unauthorized sellers or third-party platforms are not eligible for warranty service.
9.3 Warranty Coverage
● All NEWTRAL products are covered for 3 years from the date of purchase against defects in materials or workmanship under normal home or office use.
● Covered issues include:
○ Manufacturing defects or faulty materials.
○ Structural failure or mechanical issues under normal use.
○ Malfunctions caused by defective components.
● During the warranty period, NEWTRAL will provide replacement parts, full product replacement, or another appropriate solution at no cost to the customer.
9.4 Warranty Activation
● No registration is required.
● Warranty coverage is activated automatically for all eligible purchases.
9.5 Damaged or Missing Items
● Please report damaged or missing items within 30 days of delivery.
● Claims submitted after 30 days may not be eligible for replacement or shipping-related assistance.
● To file a claim, please email service@newtralchair.com with:
○ A detailed description of the issue.
○ Photos or videos of the damage.
○ Your order number and contact information.
9.6 What Is Not Covered
● Damage from misuse, abuse, or unauthorized modification.
● Improper assembly, installation, or handling.
● Normal wear and tear (fabric fading, scratches, discoloration).
● Damage from sunlight, moisture, chemicals, ink, or dye transfer.
● Pet-related damage (scratching, biting, etc.).
● Commercial or industrial use.
● Damage from transportation or accidents after delivery.
● Natural variations in color or texture over time.
9.7 Signature Confirmation Service Notice
● We recommend selecting the Signature Confirmation Service at checkout (additional fee: $7.50).
● Once a package has been successfully delivered and signed for, the Signature Confirmation Service fee ($7.50) is considered fulfilled and is non-refundable, including in the event of a subsequent return or refund request.
● Without this service, NEWTRAL cannot be responsible for lost or stolen packages once marked "delivered" by the carrier.
9.8 Limitation of Liability
● NEWTRAL shall not be liable for any incidental, indirect, consequential, economic, or punitive damages, including but not limited to loss of use, time, or profit.
● Some jurisdictions do not allow such exclusions, so these limitations may not apply in all cases.
9.9 Warranty Claim Process
● To file a warranty claim, please contact us at service@newtralchair.com.
● Our team will guide you through the process and provide timely assistance.
9.10 Our Commitment
● At NEWTRAL, we stand for consistent comfort, adaptability, and reliable customer care.
● We fully back our products, so you can sit, move, and create with complete confidence and peace of mind.