Refund policy

Last Updated: September 17, 2026

At NeatPrep, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may request a return within 30 days of receiving your order, subject to the conditions below.

30-Day Return Policy

You have 30 calendar days from the date you receive your order to request a return.

To be eligible for a return, the item must be:

Unused and in its original condition
In the original packaging, where applicable
Free from damage, stains, odors, or signs of use
Returned with all original accessories, tags, manuals, and other included materials, where applicable

Items that do not meet these conditions may not be eligible for a refund.

How to Request a Return

To start a return, please contact our customer service team at info@neatprep.us within 30 days of receiving your order.

Please include:

Your order number
The name of the item you wish to return
The reason for the return
Photos of the item, if requested by our customer service team

Our customer service team will provide you with the return instructions and return address.

Please do not send an item back before receiving return instructions from us. Returns sent without prior authorization may not be accepted.

Return Shipping Costs

For returns due to a change of mind, incorrect purchase, or other reasons not caused by a product defect or our error, the customer is responsible for the return shipping cost.

If the item is defective, damaged during delivery, or we sent you the wrong item, please contact us before returning it. After confirming the issue, we may provide appropriate return instructions or a prepaid return shipping label, where applicable.

Original shipping charges are generally non-refundable unless the return is due to an error on our part or a defective or damaged product.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. If you receive an item that is damaged, defective, or different from what you ordered, contact us at info@neatprep.us as soon as possible.

Please provide your order number and clear photos showing the product and the issue. We will review the information and, when appropriate, provide a replacement, refund, or other suitable resolution.

Non-Returnable Items

Certain items may not be eligible for return where applicable, including:

Products that have been used, damaged, or altered after delivery
Items returned without their original components or packaging when those materials are required for resale
Personalized or customized products, unless they are defective or incorrectly supplied
Items that cannot reasonably be returned for health, safety, or hygiene reasons, where applicable

Any product-specific return restrictions will be clearly disclosed on the relevant product page before purchase.

Refunds

Once we receive and inspect your returned item, we will process the applicable refund.

Approved refunds will be issued to the original payment method used for the purchase.

Please allow 5–10 business days for the refund to be processed after the returned item has been received and approved. After we issue the refund, the time required for the funds to appear in your account may vary depending on your bank, credit card issuer, or payment provider.

Partial or Denied Refunds

If a returned product does not meet the eligibility requirements described in this policy, we may decline the return or issue a partial refund based on the condition of the item.

We will notify you if your return is not eligible for a full refund.

Exchanges

If you need to exchange an item, please contact us at info@neatprep.us. Depending on product availability, we may be able to arrange an exchange. If the requested replacement is unavailable, we may process a refund instead.

Late Returns

Return requests must be submitted within 30 days of receiving the order. Returns requested after the 30-day return period may not be accepted unless required by applicable law.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing the order.

We will make reasonable efforts to cancel an order before it has been processed or shipped. Once an order has entered the shipping or fulfillment process, cancellation may no longer be possible, and the customer may need to follow the return procedure described above.