After Sales & Warranty Policy
NEWTRAL Return & Warranty Policy
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 If you have any questions or need assistance, please contact us at: service@newtralchair.com. We will respond to your inquiry within 24 hours.
1.3 Note: These Policies apply only to NEWTRAL products purchased from the NEWTRAL Official Website.
2. 60 Days Money-Back Guarantee
2.1 We offer a 60-day return policy, meaning you may request a return and refund within 60 days of the purchase date.
2.2 To qualify for a return:
● The item must be in the same condition as received: unused, with original tags attached, and in its original packaging.
● You must provide a receipt or valid proof of purchase.
2.3 If you are unsatisfied with the product without quality issues within 60 days of purchase, you may request a refund after returning the complete, unused item in its original packaging. In such cases, the customer is responsible for all return shipping costs.
2.4 Return Process: Please contact NEWTRAL Customer Service to obtain detailed return instructions.
2.5 Important:
● If 60 days have passed since purchase, we can no longer offer a full refund.
● For products that have been used, we reserve the right to reject the return.
3. Responsibilities for Returns
3.1 Cases Covered by NEWTRAL (Our Responsibility)
● We shipped the wrong item.
● We shipped to the wrong address.
● We shipped a duplicate order.
● The item arrived defective and cannot be repaired with replacement parts.
● The item malfunctioned within the 60-day return period (assuming proper assembly per the instruction manual).
3.2 Important Notice for Defective/Damaged Items:
● For items damaged or defective upon arrival, you must provide photos or video evidence to support your claim.
● If you fail to provide photos/videos of the alleged defective/damaged item, the request will be treated as “buyer’s remorse”, and the customer shall bear all return shipping costs.
● Without exception, you must provide visual proof (photos/videos) before returning any item claimed to be defective or damaged.
3.3 Cases Covered by the Customer (Customer Responsibility)
● If the return is due to customer error, the customer is responsible for all return shipping costs. Prepaid return shipping labels are not provided.
● Original shipping and handling fees will be deducted from your total refund.
● For orders with special shipping rates, actual outbound shipping costs will be deducted.
3.4 Examples of customer‑initiated returns:
● Buyer’s remorse (not satisfied with performance, does not fit, does not meet expectations, changed mind, etc.).
● Return for no reason / no longer wanting the item.
● Misunderstanding of the product description.
● Order cancellation after the item has been shipped.
● Accidental wrong item purchased.
● Accidental duplicate purchase.
● Incorrect or incomplete shipping address provided by the customer.
3.5 Order Modification:
● If you need to modify your order (model, color, or other details), you must contact us within 12 hours of ordering (PST).
● Once the order has shipped and a tracking number is generated, you may either refuse delivery upon arrival or pay return shipping costs to exchange or receive a refund.
4. After the 60-Day Return Period
4.1 If an item fails or malfunctions after the 60-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.
5.1 Original shipping fees and third-party service charges are non-refundable.
5.2 Once your returned item is received and inspected:
● We will email you to confirm receipt of your return.
● We will notify you of approval or rejection of your refund.
5.3 If approved:
● Your refund will be processed within 1–3 business days after we receive and inspect the returned item.
● You will receive a confirmation email once the refund has been issued.
● Please allow up to five business days for your credit card issuer to process the refund.
5.4 Late or Missing Refunds:
● Double-check your bank account.
● Contact your credit card company.
● Contact your bank to check internal processing times.
● If you still have not received your refund, please contact us at service@newtralchair.com.
5.5 Note: Once a refund is processed, the product warranty isno longer valid.
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. Lost, Damaged or Incorrect Items
7.1 If your product was not delivered or is lost, please contact us immediately.
7.2 If you received a damaged, incorrect, or incomplete item, please contact us immediately with photo or video evidence.
8.1 NEWTRAL typically ships orders within 1–2 business days.
8.2 If you need to cancel your order before shipment, please contact us as soon as possible for immediate cancellation and refund.
8.3 If your order has already been shipped, cancellation is still possible, but your refund will be processed only after we receive the returned item.
8.4 If the return is caused by the customer, the customer pays return shipping fees.
8.5 If the received item is damaged or incorrect due to our error, the customer is not responsible for shipping costs.
9.1 Email: service@newtralchair.com
9.2 NEWTRAL reserves the right to modify or update these policies at any time.
9.3 NEWTRAL reserves the right of final interpretation.
10. NEWTRAL Warranty & Damages Policy
10.1 We provide a 5-Year Limited Warranty for all NEWTRAL products purchased directly from our official website.
10.2 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.
10.3 Warranty Coverage
● All NEWTRAL products are covered for 5 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.
10.4 Warranty Activation
● No registration is required.
● Warranty coverage is activated automatically for all eligible purchases.
10.5 Damaged or Missing Items
● You must report damaged or missing items within 60 days of delivery.
● Claims submitted after 60 days may be declined.
● To file a claim, email service@newtralchair.com with:
● Detailed description of the issue.
● Photos or videos of the damage.
● Your order number and contact information.
10.6 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.
10.7 Signature Confirmation Service Notice
● We recommend selecting Signature Confirmation Service at checkout (additional fee: $7.50).
● Without this service, NEWTRAL cannot be responsible for lost or stolen packages once marked “delivered” by the carrier.
10.8 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.
10.9 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.
10.10 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.