Returns & Refunds Policy
Last updated: October 2026
Order Cancellation
You may cancel your order before it has been shipped or entered production. Orders cancelled within this period will receive a full refund.
Once an order has entered production or has been shipped, it can no longer be cancelled.
Returns
We accept returns within 14 days of the date you receive your order. To qualify, the returned item must:
- Be unused, unworn, and in its original condition.
- Be returned in its original packaging.
- Include proof of purchase, such as an order confirmation or receipt.
Please do not return your item directly to the manufacturer.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery and provide clear photos of the product and packaging. We will review the details and work to resolve the issue as quickly as possible.
Return Shipping & Fees
- Customers are responsible for return shipping costs unless the return is due to our error.
- If you receive a damaged, defective, or incorrect item due to our mistake, we will cover the return shipping costs.
- Customers will be charged shipping costs no more than once for each order, including returns.
- No restocking fees will be charged for approved returns.
How to Request a Return
- Contact our Customer Support team to request return authorization before sending any item back.
- Wait for your request to be reviewed and approved. Once approved, we will confirm the appropriate return address and provide detailed instructions.
- Follow the return instructions provided for your order. Returns sent without prior authorization may not be accepted.
Customer Support
Email: service@neatoriva.com
Customer service contact information is also included in your Order Confirmation Email for convenient reference.
Return Address
Room 103, 1st Floor, Building 7, Courtyard No. 6, Sanyang Middle Road, Beijing Economic-Technological Development Area (Daxing), Beijing, China
Please contact us before sending your return.
The company address above may not be the return destination for every order. Depending on the product, order details, fulfillment location, or other applicable circumstances, your return may need to be sent to a different address.
Please wait for your return request to be reviewed and approved. Our Customer Support team will confirm the correct return address and instructions for your specific request.
Refunds
Once we receive your returned item, we will notify you by email. After inspecting the item, we will let you know whether your refund has been approved.
Approved refunds will be issued to your original payment method within 5–15 business days. The exact processing time may vary depending on your payment provider or financial institution.
Late or Missing Refunds
If you have not received your refund after the estimated processing period:
- Check your bank account again.
- Contact your credit card company, as it may take additional time for the refund to be officially posted.
- Contact your bank, as processing times can vary.
If you have completed these steps and still have not received your refund, please contact us.
Email: service@neatoriva.com