Returns.

We want you to be 100% happy with your purchase. That's why we offer a 30-day return or replacement policy, which means you have 30 days after receiving your item to request a return or replacement.

To be eligible for a return, your item must be shipped back to our warehouse (with a tracking number) in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

You’ll also need the receipt or proof of purchase.

Items returned to an intermediary shipping facility are not eligible for a refund, only items sent back to one of our warehouses.

Please note that customers are responsible for return shipping fees. Shipping costs are not refundable.

Please do not order multiple sizes for the purpose of returning the ones that didn't fit. If you need help picking a size, we're always available at support@neuveal.com.

How to start a return

To start a return, you can contact us at support@neuveal.com.

If your return is accepted, we’ll send you a return address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Does your product not fit right?

No problem, get in touch with us within the first 30 days after receiving your order and we'll help you out with a free replacement, which is way more advantageous money and time-wise compared to a return.

You can always contact us for any return questions at support@acemend.com.

Order cancellation

Orders can only be canceled within the first 1 hour they've been placed. After an hour, our team will have already registered your order in our system and in our carrier's system.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

*Orders that triggered our replacement/exchange policy are no longer eligible for a refund.