Shop Now
Contact Us

Refund and Returns Policy

Refund and Returns Policy for Neat Living

At Neat Living, we want you to be completely satisfied with your purchase. Our policy is designed to comply with the Australian Consumer Law (ACL) while ensuring a smooth process for our dropshipping model.

1. Consumer Guarantees (ACL)

Under the ACL, you are entitled to a replacement or refund for a major failure of a product. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

  • Major Failure: The product is unsafe, significantly different from the description, or does not do what it is supposed to do.

  • Proof of Purchase: A receipt or proof of purchase is required for all claims.

2. Returns Window

For items that do not have a major failure but where you have changed your mind, we offer a 25-day return window from the date of delivery.

  • Condition: Items must be unused and in their original packaging.

  • Change of Mind: Please note that under the ACL, we are not required to provide a refund for a simple change of mind, but we choose to offer this 25-day window to provide a better customer experience.

3. Damaged or Defective Items

If your item arrives damaged or is defective, you must notify us within 48 hours of delivery. To process your claim with our suppliers, we require:

  • Photo/Video Evidence: Clear images or video of the damage.

  • Packaging Evidence: Photos of the shipping label and the external packaging.

  • No Evidence, No Refund: Without these specific photos, we may be unable to process a replacement or refund through our fulfillment partner.

4. Shipping and Refunds

  • Return Shipping: For change-of-mind returns, the customer is responsible for return shipping costs to our Australian warehouse.

  • Faulty Item Shipping: If the product is confirmed to be faulty, we will reimburse you for reasonable return postage costs.

  • Processing Time: Approved refunds are processed to your original payment method within 5–10 business days.

5. Non-Delivery and Delays

While we strive for fast delivery, international shipping can occasionally face delays.

  • 60-Day Rule: If your order has not arrived within 60 days of departing the warehouse, you are entitled to a full refund or a free resend.

  • Customs: We are not responsible for delays caused by Australian Customs clearance.

How to Start a Claim Please email support@neatliving.com with your order number and the required photo/video evidence.