Return & Refund Policy

Last updated: November 4, 2026

Neatmelt is operated by ACOBTA PRODUCTION LIMITED. This policy explains our voluntary return terms and how to obtain help with an order. It does not restrict any mandatory cancellation, refund, or legal guarantee rights.

Voluntary return period

To request a change-of-mind return, contact support@neatmelt.com within 30 calendar days after delivery. Include your order number and the items you wish to return. A reason is optional for a voluntary return.

For a voluntary return, items should be unused, unwashed, undamaged, and include their original labels and accessories. Use the original packaging where reasonably possible. These conditions do not remove a statutory right to inspect goods or remedies for defective or incorrectly supplied items.

How to return an item

Contact us first so we can identify your order and provide packing and shipping instructions. We aim to respond within two business days.

For voluntary returns, send the item within 14 calendar days after receiving the instructions. Contacting us for instructions does not make the exercise of a statutory cancellation right subject to our approval or extend any statutory return deadline.

Keep proof of dispatch; tracking is recommended.

Return recipient: Alma Rosendahl
Street address: 24061 Cambria Lane
City, state, ZIP: Murrieta, CA 92562
Country: United States
Telephone: +1 760-518-3467

This is our designated return receiving address. Our company registered office is in Hong Kong. Please use the return address above for returned goods unless we agree a different arrangement with you.

Return costs

For an ordinary change-of-mind return, you pay the direct return shipping cost unless a free-return offer applies or applicable law requires otherwise. We do not charge a restocking fee.

Original shipping charges are not refunded for voluntary change-of-mind returns unless the offer or applicable law requires a refund.

If an item arrives damaged, is defective, or is not what you ordered, contact us promptly with your order number and a description. Photos can help us assess the problem, but we will not require evidence that is unreasonable or remove your legal rights.

We will arrange an appropriate remedy and bear reasonable return shipping costs where the problem is our responsibility. Contacting us outside the voluntary return period does not automatically end a legal remedy.

Exceptions and exchanges

Any product-specific exclusion from our voluntary return offer must be clearly stated before purchase. No exclusion removes a remedy required by law.

Contact us if you want a different item; exchange availability depends on stock. A return and separate new order may be needed.

Refunds

For a voluntary return, we will inspect the returned item and initiate any approved refund within five business days of receiving it. Any shorter legal deadline takes priority.

If we decline a voluntary return, we will explain the reason and the available next steps.

Refunds are issued to the original payment method unless you agree otherwise and the law permits it. Your payment provider may require an additional 5–10 business days to post the refund; its processing time can vary.

If it has not appeared after the applicable processing period, contact us so we can check the transaction. We do not require acceptance of store credit instead of a refund owed by law.

Statutory cancellation rights

If EU or UK distance-selling cancellation rights apply to your order, you may notify us within 14 days after receiving the goods that you wish to withdraw without giving a reason, subject to applicable statutory exceptions. You then have a further 14 days to send the goods back.

You may notify us by email or another clear statement; no particular form is required.

Where these rights apply, we refund eligible payments, including the least expensive standard outbound delivery charge, within the applicable 14-day legal deadline.

Where the law permits, we may withhold reimbursement until we receive the goods or evidence of return, whichever occurs first. You pay direct return costs when lawfully disclosed before purchase. A lawful deduction may apply for handling beyond what is needed to establish the goods’ nature, characteristics, and functioning.

Contact

Email: support@neatmelt.com
Telephone: +1 760-518-3467
Operator: ACOBTA PRODUCTION LIMITED
Registered office: Room 101A, 1/F., Hing Yip Commercial Centre, 272–284 Des Voeux Road Central, Sheung Wan, Hong Kong.