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Refund Policy
Your satisfaction is important to us. Should your order not meet expectations due to an eligible issue, we are here to assist you through our refund and return process.
Eligible Refund Reasons
Eligible Refund Reasons
- The item received is damaged or defective.
- The wrong item was shipped.
- The item is unavailable after purchase due to inventory issues.
- The order is cancelled before shipment.
Non-Refundable Conditions
- Change of mind after the order has been shipped.
- Items that have been worn, washed, altered, or damaged by the customer.
- Items returned without original tags and packaging.
- Sale, promotional, or discounted items (unless defective).
Refund Procedure
- Contact our Client Care team within 3 days of receiving your order.
- Provide your order number, clear photos, and a description of the issue.
- Our team will review your request within 1–3 business days.
- If approved, the refund will be processed to the original payment method.
- Refund processing times may vary depending on your payment provider.
Returns & Exchanges Policy
We accept returns and exchanges to ensure you receive the correct product and size.
Eligible Return & Exchange Reasons
- The item received has a manufacturing defect.
- The wrong item, color, or size was sent.
- The customer wishes to exchange for a different size (subject to stock availability).
Return & Exchange Requirements
- Request must be submitted within 7 days of receiving the order.
- The item must be unworn, unwashed, and in its original condition.
- All original tags, labels, and packaging must be intact.
- Proof of purchase is required.
Return & Exchange Procedure
- Contact our Client Care team within 7 days of delivery.
- Provide your order number and supporting photos if applicable.
- Wait for confirmation and return instructions from our team.
- Ship the item back using the provided return address.
- Once the returned item passes inspection, we will:
- Send a replacement item, or
- Process an exchange for a different size (subject to availability).
Important Notes
- Exchanges are subject to stock availability.
- Neulla reserves the right to reject returns that do not meet the requirements above.
- Customers are responsible for return shipping costs unless the error or defect originated from Neulla.
Contact Customer Care
For any refund, return, or exchange requests, please contact us at:
Whatsapp: 0821-2387-5398
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM
Please include your order number in all communications to help us assist you more efficiently
