Last updated: 26 October 2026. This policy applies to new orders placed after this update. We honour any return commitments that applied when an earlier order was placed.
Change of mind
We do not accept returns, exchanges or refunds simply because you change your mind, ordered the wrong size or colour, found a lower price elsewhere, or no longer want the product. Please check the product description and your selection before ordering. This does not exclude a remedy where the goods fail to meet a consumer guarantee.
Damaged, incorrect or faulty products
For visible delivery damage or an incorrectly supplied item, please contact [email protected] within 3 days of delivery where possible. Include your order number, a description of the issue and, if reasonably available, clear photos of the item, packaging and shipping label. This request helps us investigate promptly; it is not a deadline that removes your legal rights. Report other faults as soon as reasonably practicable after discovering them.
Assessment and remedies
We may ask for reasonable proof of purchase, further information or an opportunity to inspect the product before determining the appropriate remedy. A claim does not automatically entitle you to an immediate refund.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure, you may choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage. For a minor problem, we may arrange a free repair or other lawful remedy within a reasonable time. If we cannot resolve it within a reasonable time, further statutory remedies apply. These rights continue for a reasonable period depending on the product and circumstances and are not limited to 3 days.
A remedy is not available under the consumer guarantees for damage caused by misuse, accidental damage after delivery or ordinary wear consistent with the product’s expected life, where there is no failure to meet a consumer guarantee.
Before returning an item
Contact Neatoria first so we can assess the issue and provide return instructions where needed. Please do not send products to our company correspondence address. If a physical return is needed, we will give you the designated return address, which may be our overseas fulfilment partner. Neatoria remains responsible for handling your claim; you do not need to negotiate with the supplier.
For items that can reasonably be posted, you may need to return the item for assessment. If a problem covered by the consumer guarantees is confirmed, we reimburse reasonable return postage. Where the law requires collection or payment of transport costs, we arrange this. Keep postage receipts. Original packaging is helpful but is not a condition of your statutory rights.
Refunds
Where a refund is due, it is returned to the original payment method unless otherwise agreed. We confirm when it has been issued; bank processing times vary.
Cancellation requests
If you need to cancel before dispatch, contact us promptly. We will check the fulfilment status and confirm whether cancellation is still possible. This does not limit any statutory cancellation rights.