Refund and Returns Policy

Return and Refund Policy

Effective Date: 02/01/2025

Thank you for shopping at NEELAYA. We value your satisfaction and strive to provide quality home decor products. This policy outlines the terms and conditions governing returns, exchanges, and refunds. Please read this policy carefully before making a purchase.

General Return Policy at NEELAYA, we want you to be completely satisfied with your purchase. If you are not satisfied, we accept returns within 3 days of the delivery date. Items must be returned in accordance with the conditions outlined below.

Eligibility for Returns To qualify for a return, the following conditions must be met:

The item must be unused, undamaged, and in the same condition that you received it.
The item must be in its original packaging, including all tags, labels, and accessories.
A valid receipt or proof of purchase must be provided.
The item must not be listed as a non-returnable item.

Return Process:

Initiate the Return:
- Contact our customer service team at care@neelaya.in or +917568273455 within 3 days of receiving your item. Please provide your order number, details of the item, and reason for the return.
Approval and Instructions:
- Our team will review your request and, if approved, provide return instructions and the return shipping address.
Pack and Ship:
- Securely pack the item in its original packaging to prevent damage during transit.
- You are responsible for the cost of return shipping. We recommend using a trackable shipping service or purchasing shipping insurance.
Inspection and Refund:
- Once we receive your returned item, our team will inspect it. If the item meets return criteria, we will process your refund.

Non-returnable Items The following items are non-returnable and cannot be refunded:

Custom or personalized items.
Items marked as final sale or clearance.
Items damaged due to misuse, negligence, or improper care.
Items without original packaging.

Refund Policy Approved refunds will be processed to the original payment method. Please allow 5-7 business days for the refund to reflect in your account, depending on your payment provider.

Partial Refunds In some cases, only partial refunds may be granted:

Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
Items returned after the 3-day return window but within 7 days of delivery may qualify for partial refund at our discretion.

Exchanges We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us within 3 days of receiving the item.

Exchanging Process:

Contact us with photos or videos showing the defect or damage.
Our team will review and confirm the exchange eligibility.
Once approved, we will arrange for a replacement item at no additional cost.

Damaged or Incorrect Items If you receive a damaged or incorrect item, please notify us immediately at care@neelaya.in or +917568273455. Provide detailed photos of the item and packaging. We will prioritize resolving the issue by offering a replacement or refund within 3-7 days.

Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
For defective or incorrect items, we will cover the cost of return shipping.

Late or Missing Refunds If you haven’t received a refund within the stated period, please follow these steps:

Check your bank account again.
Contact your credit card company; it may take some time before the refund is officially posted.
Contact your bank. There is often a processing time before a refund is posted.
If you have completed these steps and still have not received your refund, contact us at +917568273455.

Cancellations Orders can be canceled within 24 hours of placing them. After 24 hours, cancellations may not be possible if the item has already been shipped.

Contact Us If you have any questions or concerns regarding our return and refund policy, feel free to reach out to us: