Refund policy

At Neotopia, we want you to love your new decor as much as we loved creating it. If something isn’t quite right, we’re here to help with a smooth and straightforward return process.

To start a return, you can contact us at info@neotopia.net. To be eligible for a return, your item must be 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. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

Important: Returns sent without a return label or prior approval will not be accepted.

Damages, Defective or Incorrect Items
We sincerely apologize if your order arrives damaged, defective, or incorrect. Please inspect your items upon delivery and contact us immediately at info@neotopia.net. We’ll work swiftly to resolve the issue by offering a replacement, refund, or other solution that makes things 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 do not accept returns for hazardous materials, flammable liquids, or gases. We also do not accept returns on sale items or gift cards.

If you’re unsure about the eligibility of your item, feel free to reach out to us before initiating a return.

Exchanges
Need a different one? The fastest way to get what you want is to return your original item and place a new order. Once we’ve approved and processed your return, your refund will be issued.

European Union Customers
If you’re a customer in the EU, you’re entitled to a 14-day cooling-off period. During this time, you can return your order for any reason, no questions asked. The item must still be unused, in its original condition, and include proof of purchase.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, contact us for assistance

Thank you for choosing Neotopia—where every small touch creates a big difference. For any questions or concerns, our friendly team is just an email away at info@neotopia.net.