At Neobay, our mission is “Care Without Compromise.” If our product is not the right fit for you and your cat, or if it does not meet your expectations, we are here to help.
1. 60-Day Satisfaction Guarantee
We offer a 60-day satisfaction guarantee. You may request a return or refund within 60 days after your order is delivered, including if the product has been used.
This policy covers both change-of-mind returns and issues such as defects, shipping damage, or receiving an incorrect item.
2. Starting a Return or Refund Request
To start a request, contact us at support@neobaypet.com with your order number and a brief description of the issue.
After reviewing your request, we will confirm the appropriate resolution and provide any applicable next steps. Please do not send an item back before receiving instructions from our support team.
If a physical return is requested, please include all original components where reasonably possible.
3. Return Shipping & Fees
For change-of-mind returns, the customer is responsible for return shipping costs.
If an item is defective, damaged, or incorrect, Neobay will cover reasonable return shipping costs when a return is requested.
We do not charge restocking fees on approved returns.
4. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If your item is defective, damaged, or incorrect, contact us as soon as possible at support@neobaypet.com.
To help us resolve the issue quickly, please include your order number and photos where available. We will review the issue and provide an appropriate resolution, such as a replacement or refund, at no additional cost to you.
5. Order Cancellations
You may request to cancel your order within 24 hours of placing it by contacting support@neobaypet.com.
After 24 hours, your order may already be in processing or in transit. We cannot guarantee cancellation at that stage, but our support team will let you know what options are available.
6. Items Not Covered
This policy does not cover products purchased from third-party sellers or marketplaces. Please contact the original seller directly.
Using a promotional or discount code does not affect your eligibility under this 60-day policy.
7. Refunds and Replacements
Once your request is approved, we will notify you by email.
Refunds are issued to the original payment method within 5 business days of approval. If we request a physical return, the refund will be issued after the item is received and inspected.
Your bank or card issuer may require additional time to process and post the refund.
If more than 7 business days have passed since we approved your refund, please contact support@neobaypet.com.
8. Fair Use
We may decline requests involving fraud, abuse, misuse, or purchases that do not meet the terms of this policy.
Nothing in this policy limits any rights you may have under applicable consumer protection law.
9. European Union consumer rights
For consumers in the European Union, this voluntary 60-day satisfaction guarantee is additional to, and does not replace or limit, statutory consumer rights. Where the statutory right of withdrawal applies, you may notify us of withdrawal within 14 days after delivery without giving a reason. An applicable statutory withdrawal is not restricted by the 24-hour cancellation request window above.
You may notify us by email at support@neobaypet.com or through your customer account. We will provide return instructions. Goods must be sent back within 14 days after notifying us of withdrawal. For change-of-mind withdrawal, you pay the direct return shipping cost; there is no restocking fee.
For statutory withdrawal, we refund the payments due, including any eligible standard outbound delivery cost, within 14 days after receiving your withdrawal notice. We may withhold reimbursement until we have received the returned goods or proof that they have been sent back, whichever is earlier. Any deduction for diminished value is limited to what applicable law permits. Statutory remedies for defective goods remain unaffected.
This section includes Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia and Sweden, as well as our separately managed EU markets.
