Terms of service

At NeatKitchen, we want our customers to be satisfied with their purchase. That's why we offer a 30-day satisfaction guarantee on all orders, regardless of the destination country.

This policy applies without prejudice to any mandatory consumer rights under the laws of the customer's country. Where applicable law provides more favorable terms, those terms will prevail.

1. 30-Day Satisfaction Guarantee

Customers have 30 calendar days from the date of receiving their order to request a return for any reason.

To use this guarantee, customers must notify us of their decision before the 30-day period expires.

Once the request has been approved and the return instructions have been provided, the customer must ship the product within the following 14 calendar days.

This satisfaction guarantee is in addition to and does not limit any applicable legal rights when a product is defective, damaged, or not as advertised.

2. How to Request a Return

To request a return or report any issue with an order, customers must contact us using one of the following methods:

The request must include the customer's name, order number, and the product they wish to return.

For damaged, defective, or incorrect items, we may also request photos or videos to verify the condition of the product, its packaging, and the shipping label.

If the request is submitted through the Contact page, we will send an email confirming receipt.

Once we have reviewed the request, we will provide the appropriate instructions and return address. Products must not be sent to the return address shown on the package, as it may not be our designated returns address.

Returns sent without contacting us in advance will not be accepted.

3. Return Conditions for Change of Mind

For returns requested due to a change of mind:

  • The customer is responsible for return shipping, insurance, and tracking costs.

  • NeatKitchen will not provide a prepaid return shipping label.

  • The product must be sent to the address provided by our customer service team.

  • We recommend using a tracked shipping method and keeping the proof of shipment.

  • The customer is responsible for ensuring that the product is shipped correctly and in accordance with the instructions provided.

Customers may examine the product reasonably to establish its nature, characteristics, and functionality. If the product has been used or handled beyond what is necessary, we may deduct any resulting loss in value from the refund, provided that the deduction is properly justified and permitted by applicable law.

Where possible, the product should be returned with its accessories, parts, instructions, and original packaging. The absence of the original packaging alone will not invalidate the consumer's legal rights.

If the customer decides not to proceed with the return due to its cost or for any other reason, they may keep the product, but no refund will be issued.

4. Damaged, Defective, or Incorrect Products

Customers should inspect their order upon receipt and contact us as soon as possible if they notice that:

  • The product arrived broken or damaged.

  • It has a manufacturing defect.

  • It does not function properly.

  • Parts or components are missing.

  • They received an item different from the one they ordered.

We recommend reporting any visible damage within the first 48 hours after delivery. This timeframe is only a recommendation and does not reduce or limit the consumer's legal rights.

We may request reasonable photos or videos to verify the issue and determine the most appropriate solution.

Once we have reviewed the case, we will offer an appropriate solution, which may include:

  • Free shipment of a replacement product.

  • A full or partial refund.

  • Repair of the product, where applicable.

  • Any other remedy provided for under applicable law.

If a defective, damaged, or incorrect product needs to be returned, NeatKitchen will cover the reasonable return shipping costs or provide an alternative solution at no cost to the customer.

In certain cases, due to logistical costs or the nature of the product, we may inform the customer that a return is not necessary. This decision must be expressly confirmed by NeatKitchen.

Rights relating to defective products or products that do not match their description are not limited to the voluntary 30-day return period.

5. Refunds

Refunds will be issued using the same payment method used for the purchase, unless the customer expressly agrees to another method and applicable law permits it.

When a return is accepted, we will refund the amount paid for the returned products. Any standard delivery charges initially paid will also be refunded where applicable.

Additional costs resulting from the customer's voluntary choice of an express or special shipping method will not be refunded.

Refunds will be processed without undue delay and no later than 14 calendar days after the return has been communicated. However, we may withhold the refund until we have received the returned product or until the customer provides sufficient proof that it has been shipped, whichever occurs first.

We will not deduct any administrative fees or any costs charged to us by our payment platform for processing the refund.

After we issue the refund, the customer's bank or payment provider may take several additional business days to reflect it in their account. This timeframe depends on the financial institution.

6. Undelivered Orders

If an order does not arrive within the stated delivery timeframe or the carrier confirms that it has been lost, the customer should contact us through the Contact page or by emailing neatkitchen.us@outlook.com.

When the failure to deliver is not attributable to the customer, we will offer a replacement or refund in accordance with applicable law.

Cases in which the customer provided an incorrect or incomplete address, refused the package without a valid reason, or failed to collect it after the applicable delivery attempts will not be considered attributable to NeatKitchen. These cases will be reviewed individually.

7. Contact

For any questions, return requests, or complaints, you can contact us: