Shipping and Returns
At Neutrl, each piece is meticulously crafted to order, ensuring the highest level of craftsmanship and quality. Due to the nature of our slow crafting process, please allow 14 to 21 working days for your order to be completed and dispatched. We appreciate your patience and understanding as we create your unique garment with care and attention to detail.
Shipping Policy
Once your order is ready, we will dispatch it using our trusted shipping partners to ensure safe and timely delivery to your doorstep. Shipping times may vary depending on your location and the courier service selected. Please note that any customs duties or taxes incurred during shipping are the responsibility of the customer.
Return Policy
Neutrl does not accept returns on any of our products. Each piece is made to order, tailored specifically to your preferences, and therefore cannot be returned for a refund. We believe in the quality and craftsmanship of our garments and strive to ensure your complete satisfaction with your purchase.
Exchange Policy
Order Changes Policy
Once an order has been confirmed and processed, we are unable to accept any changes or modifications to the order. It is the responsibility of the customer to review their order carefully before confirming the purchase on our website. Any requests for changes to the order, including but not limited to size adjustments, color changes, or additional items, must be made before finalizing the order. We cannot guarantee that we will be able to accommodate changes requested after the order has been confirmed. We appreciate your understanding and cooperation in ensuring a smooth and efficient ordering process.
Quality Assurance
At Neutrl, we pride ourselves on the exceptional quality of our garments and our commitment to craftsmanship. Each piece in our collection undergoes rigorous quality checks at multiple stages of production to ensure that it meets our high standards of excellence. From the sourcing of materials to the final stitching, our dedicated team meticulously inspects every detail to ensure that your garment is crafted to perfection. Due to our stringent quality assurance processes, we are confident that the product you receive will be of the highest quality and craftsmanship. However, in the rare event that you encounter any issues with your order, we are here to assist you.
If upon receiving your order, you discover that an item is damaged or defective, please notify us within 48 hours by emailing [official email address] and providing clear photos of the damage along with a description of the issue.
Upon review and acceptance of the damage, you will be required to ship the damaged item back to us at our office address. Please note that any delivery charges incurred will not be Neutral's liability.
Once we receive the damaged item and verify the damage, we will promptly send you a replacement of the same design and size.
Please note that no size changes or design changes will be accepted when rectifying a damaged or defective item.
Your satisfaction is our priority, and we are committed to resolving any issues you may encounter with your order promptly and professionally. Feel free to reach out to us with any questions or concerns regarding your order. We are here to assist you every step of the way.
Transit and Shipping Liability Policy
Neutral is not liable for any loss or damage to goods that occurs during transit or shipping. Once an order has been dispatched from our facility and handed over to the shipping company, any risks associated with transit become the responsibility of the shipping company and the customer.
We are not liable for any loss, theft, or damage that occurs during transit, including but not limited to mishandling by the shipping company, delays in delivery, or natural hazards such as inclement weather or accidents.
While we strive to work with reputable shipping companies to ensure the safe and timely delivery of your order, we cannot guarantee the actions or performance of these companies beyond our control.
In the event of loss or damage during transit, customers are encouraged to contact the shipping company directly to file a claim and seek resolution. We will provide any necessary documentation or assistance to support your claim, but ultimately, the resolution of transit-related issues lies with the shipping company and the customer.
We appreciate your understanding and cooperation in adhering to our transit and shipping liability policy. Your satisfaction is important to us, and we are here to ensure that you have a positive experience with Neutral.
In accordance with the Information Technology Act, 2000 (as amended) and rules made there under, the name and contact details of the Grievance Officer who may be contacted for are published on the Website.
Grievance officer name: Jivika Goyal
E-mail id: contact@shopneutrl.com