RETURNS
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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
We accept returns for defective and non-defective products. To be eligible for a return, the items must be included as those you received it. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at neutronball@hotmail.com. Please note that returns will need to be sent to the following address:
Neutronball Storage, 1718 Fry Rd, Houston, Texas, 77804. This is our US warehouse address and we’ll confirm with you once we received your returned item. We’ll charge you 10% of product price as restock fee.
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. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not China, shipping your goods may take longer than expected.
You can always contact us for any return questions at neutronball@hotmail.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
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.
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 30 days for any reason and without justification. As above, 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.
Refunds
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 days of refund processing time. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Usually, refunds will be done within several minutes and you should be able to receive the refund in your payment account. In case that unexpected delay happens, please contact us at neutronball@hotmail.com.