Refund policy

Return & Refund Policy

At Neilotaâ„¢, customer satisfaction is important to us. If you're not completely satisfied with your purchase, we're here to help.

30-Day Return Window

You may request a return within 30 days of receiving your order.

To qualify for a return, items must:

  • Be unused and in their original condition

  • Include original packaging whenever possible

  • Not show signs of excessive wear, damage, or misuse

  • Be accompanied by proof of purchase

How To Request A Return

Before returning any item, please contact our support team at:

support@neilota.com

Include:

  • Your order number

  • The reason for the return

  • Photos of the product (if applicable)

Our team will review your request and provide return instructions if your return is approved.

Please do not send products back without prior authorization, as unauthorized returns may not be accepted.

Damaged, Defective, Or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number

  • A description of the issue

  • Clear photos showing the problem

Depending on the situation, we may offer a replacement, store credit, or refund.

Non-Returnable Items

The following items are generally not eligible for return:

  • Gift cards

  • Personalized or custom-made products

  • Clearance or final-sale items

  • Products damaged through misuse or improper care

Exchanges

At this time, we do not process direct exchanges.

If you would like a different size or product, we recommend submitting a return request (if eligible) and placing a new order.

Refund Process

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will be issued to the original payment method used during checkout.

Please allow:

  • Up to 10 business days for refund processing

  • Additional time for your bank or card provider to post the funds to your account

Late Or Missing Refunds

If you have not received your refund after 15 business days from approval, please contact our support team at:

support@neilota.com

We will gladly investigate the status of your refund.

European Union Customers

For orders delivered within the European Union, customers may have the right to cancel or return their order within 14 days in accordance with applicable consumer protection laws.

Products must still meet the eligibility requirements outlined in this policy.

Contact Information

If you have any questions regarding returns, refunds, or order issues, please contact us:

Email: support@neilota.com

Neilotaâ„¢

Committed to providing a smooth and reliable shopping experience for every customer.