At Neathouz, we're confident you'll love our products and we do everything we can to make our customers happy. But in the rare case you're not satisfied, we're here to help. Here's how…
Our 30-day Risk-Free, Satisfaction Guarantee
At Neathouz, we are focused on providing the best possible service we can. Our return policy lasts 30 days. If 30 days have gone by since you’ve received your order, we have the right to reject any returns and refunds.
Please note: Our friendly customer support may require you to submit images/proof of damaged/defective goods.
Giving you a better solution
When contacting us, please include your order ID so we can provide a quick solution for you. Our professional customer care team will find it much easier to help if you provide all the information before hand.
Please note, we do not support any harassment and violence towards any of our customer support.
We allow cancellation and order changes as long as the order has not been dispatched. However, once the order has been dispatched we are unable to cancel the order.
Please contact us immediately if you wish to cancel your order with your name and order number.
If you receive a product that is broken, defective, or not like it should be, we will send you a replacement as soon as possible. We might ask for some evidence to provide the defect.
Product size exchange
If your order is not dispatched, we are able to change your order so please contact us with your name and order ID so we can help you in a timely manner.
If you purchased the wrong size and received the package already, we are unable to offer a free exchange, but you can return the product for a refund.
Item not received
Our average delivery times are 3-15 working days depending on location and customs. If you have not received your order after the time frame, please contact us and our customer support will assist you.
WHAT IF YOU’RE NOT HAPPY WITH THE DECISION OF OUR SUPPORT TEAM?
If you’re not happy with the decision you have received from our customer care agent, you have the right to appeal their decision.
You can do so by sending another email with “Escalate” in the subject line of the email. Your case will then be reviewed by a senior customer care executive.
CHANGES TO ORDERS
Order changes are free of cost so long as it has been done within 24 hours. If more than 24 hours have elapsed since you’ve placed your order, we cannot change your order. That’s because we process and ship most orders within 24 hours of you placing your order.
If you have received a product that does not match your expectations, we will replace it.
If you have received a product that does not match your expectations, and would like a refund, please write to our customer care agents at firstname.lastname@example.org. In most cases, you will be given a refund. But in some cases, we may send through a replacement or store credit.
If you are not happy with your product or the service provided by Sureix, you have the right to complain and get your issue resolved.
QUESTIONS AND CONTACT INFORMATION
If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at email@example.com