Refund policy

At neat., we want you to feel confident when choosing furniture for your home. If you change your mind about your purchase, we may offer a return or exchange under the eligibility criteria outlined below. All returns are subject to assessment and approval by our suppliers, as product handling and return conditions vary across warehouse partners.

These terms operate in addition to your automatic rights under Australian consumer protections if a product is faulty or not as described.

1. Eligibility for Change-of-Mind Returns

We accept change-of-mind returns for most products provided that:

  • The item is in brand-new, unused condition
  • The item has not been assembled or partially assembled
  • The item is returned in its original, undamaged packaging
  • All accessories, hardware, manuals and components are included
  • A return request is submitted within 7 days of delivery
  • The return is approved by our suppliers who fulfilled the order

Important:
Change-of-mind return eligibility may vary depending on supplier policies, product type, or warehouse restrictions. Some suppliers do not permit returns for large or bulky items. We will confirm eligibility for your specific item before proceeding.

If you would like to confirm whether an item is eligible before purchasing, feel free to contact us anytime.

2. Items Not Eligible for Change-of-Mind Returns

The following items cannot be returned for change of mind:

  • Furniture that has been assembled, used or altered
  • Products without original packaging
  • Clearance, sale or final-sale items
  • Mattresses, bedding, toppers, pillows
  • Large or bulky products where the supplier does not support return freight
  • Items damaged due to improper handling after delivery

We follow supplier policies strictly to ensure safe and compliant handling of returned goods.

3. How to Request a Return

To initiate a change-of-mind or problem-based return, please email:

📩 info@neatliving.com.au
Subject: Return Request – Order #XXXX

Please include:

  • Order number
  • Reason for return
  • Clear photos of the unopened item and packaging
  • Confirmation that the product has not been assembled or used

We will contact the supplier for approval and provide further instructions.

4. Return Shipping Costs

For all accepted change-of-mind returns:

  • Customers are responsible for the return freight cost
  • Costs depend on the size, weight and destination of the item
  • For bulky items, specialised courier services may be required
  • Return freight is arranged only after supplier approval

These fees are deducted from the final refund amount.

5. Restocking & Handling Fees

Some suppliers may charge a restocking or handling fee to cover inspection, repackaging and warehouse labour.
If applicable, this fee will be deducted from your refund.

6. Inspection on Return

All returned items undergo inspection once received at the supplier warehouse.

A refund may be declined if:

  • The item is found to be used, marked or scratched
  • It has been assembled or partially assembled
  • Packaging is missing or damaged
  • Accessories or parts are missing
  • The item was damaged during return transit due to poor repackaging

If the return is rejected, the item may be sent back to you at your cost.

7. Faulty, Defective or Incorrect Items

If your item is faulty, damaged on arrival, or not the product you ordered, please notify us within 48 hours of delivery.
We will arrange a replacement, refund, or parts solution as appropriate.

This process is handled together with our suppliers to ensure quick resolution.
These remedies sit alongside your rights under Australian consumer protections.

8. Refund Processing

Once your returned item has passed inspection:

  • Refunds are issued to your original payment method
  • Please allow 15 business days for processing
  • Return freight and any applicable restocking fees are deducted

Bank and PayPal processing times may vary.

9. Need Assistance?

We’re here to help.

email: info@neatliving.com.au