Refund policy

Return & Refund Policy

At Neutrl HK, we carefully inspect every item before shipping to ensure quality and customer satisfaction. Due to the nature of our small-batch production and startup operations, we currently only accept returns or refunds under specific circumstances outlined below.

1. Defective or Incorrect Items

We only offer refunds or replacements for items that are:

  • Defective
  • Damaged upon arrival
  • Incorrect items sent by us

If you receive a defective or incorrect product, please contact us within 7 days of receiving your order with:

  • Your order number
  • Clear photos/videos showing the issue

Once verified, we will provide:

  • A replacement item (subject to availability), or
  • A refund to you

Items must be unworn, unwashed, and in original condition with tags attached.

2. Size Exchanges

We understand sizing may vary between styles. If the size does not fit, we are happy to offer a one-time exchange for the same item in a different size, subject to stock availability.

Please note:

  • Customers are responsible for return shipping costs for size exchanges
  • Exchange requests must be made within 7 days of delivery
  • Items must be unworn, unwashed, and in original condition with tags attached

We strongly encourage customers to review our size guide carefully before purchasing.

3. No Refunds for Change of Mind

As a small independent brand, we are currently unable to offer refunds or returns for:

  • Change of mind
  • Personal preference
  • Not liking the fit, colour, or style after purchase

We appreciate your understanding and support for our growing business.

4. Styling Pieces / Hygiene-Sensitive Items

For hygiene and safety reasons, all styling pieces and selected accessories are strictly non-returnable and non-refundable.

This includes:

  • Earrings
  • Hair accessories
  • Innerwear / intimate items

5. Sale Items

All sale, promotional, discounted, and clearance items are final sale and are not eligible for refunds or exchanges unless the item is defective.

6. How to Request a Return or Exchange

Please contact us at:

Email: contactus@neutrlhk.com

Include:

  • Order number
  • Reason for request
  • Supporting photos if applicable

Our team will respond within 2–5 business days.

7. Additional Notes

We reserve the right to reject returns or exchanges that:

  • Show signs of wear, washing, or damage caused by customers
  • Are sent back without prior approval
  • Do not meet the conditions stated above

By placing an order with us, you agree to the terms of this Return & Refund Policy.