Refund policy

Refund & Return Policy

At Newtral, we want you to love what you wear. If something isn't right, we're here to make it simple.

Returns & Exchanges

You have 14 days from the day your order is delivered to request a return or exchange.

To be eligible, the item must be:

  • Unworn, unwashed, and in its original condition
  • With all tags attached and in its original packaging
  • Free of stains, odors, or any signs of use

Exchanges (our specialty)

Wrong size or want a different piece? Exchanges are the easy part. Reach out within 14 days and we'll arrange a swap, subject to stock availability. If the new item costs more, you pay the difference. If it costs less, we refund the difference. We'll sort the swap and the delivery details with you directly.

Refunds

Once we receive your return and check that it meets the conditions above, we'll let you know if your refund is approved.

  • For Cash on Delivery orders, approved refunds are issued by InstaPay or bank transfer, or as store credit, whichever you prefer.
  • For prepaid orders, refunds go back to your original payment method.

Approved refunds are processed within 3 to 7 business days. Your bank or wallet may take a little longer to reflect it.

Damaged, Defective, or Wrong Items

If your item arrives damaged, faulty, or it is not what you ordered, contact us within 48 hours of delivery with a photo. We will cover the return shipping and send a replacement or a full refund. No hassle, no cost to you.

Return Shipping

  • For exchanges and change-of-mind returns, the customer covers the return shipping cost.
  • If we made the mistake (wrong or faulty item), we cover it in full.

When you contact us, we'll arrange the return method (courier pickup or drop-off) that works best for you.

Items That Cannot Be Returned

For hygiene and fairness, these are not eligible for return or exchange:

  • Items marked Final Sale or bought during a clearance
  • Gift cards
  • Items returned without their tags or showing signs of wear

How to Start a Return or Exchange

Reach out and we'll guide you through every step:

Please include your order number and the reason for the return so we can move fast.

We're a small, driver-obsessed team, and we'll always do our best to make it right.