At Neobay, our mission is "Care Without Compromise." We are dedicated to ensuring that every cat can breathe easier. If you or your feline companion are not entirely satisfied with your purchase, we are here to help.

1. 30-Day Return Window

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

2. Eligibility & Hygiene Requirements (Important)

To ensure the health and safety of all our feline customers, we maintain strict hygiene standards. To be eligible for a return:

• The item must be in the same condition that you received it: Unused, unwashed, and in its original, unopened packaging.
  
  
• The item must include all original components (Chamber, Comfort Feeder, attachment, and both mask sizes).
  
• Proof of purchase (order number or receipt) is required.
  

Note on Used Items: For health and safety reasons, we cannot accept returns of any products that have been used on a pet or removed from their sterile inner packaging. If you are experiencing difficulty with your cat’s training, please contact our support team for tips on using the Comfort Feeder.

3. Return Process

To start a return, please contact us at support@neobaypet.com.

If your return is accepted, we will provide you with a Return Authorization and a shipping label, along with instructions on how and where to send your package.

• Unauthorized Returns: Items sent back to us without first requesting a return will not be accepted.
  
• Return Shipping: For "change of mind" returns, the cost of the return shipping label will be deducted from your final refund. For defective or damaged items, Neobay will cover all shipping costs.
  

4. Damages and Issues (Defects)

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at support@neobaypet.com. We will evaluate the issue and provide a replacement or a full refund at no extra cost to you. Please include photos of the damage for our quality control team.

5. Non-Returnable Items

Certain items cannot be returned:

• Used or Opened Products: Due to hygiene standards for pet respiratory aids.
  
• Sale Items: Items purchased during "Final Sale" events or using clearance codes.
  

6. Exchanges

The fastest way to ensure you get what you need is to return the unopened item you have, and once the return is accepted, make a separate purchase for the new item.

7. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

• Approved Refunds: You will be automatically refunded on your original payment method within 5 business days.
  
• Processing Time: Please remember it can take some time for your bank or credit card company to process and post the refund.
  

If more than 15 business days have passed since we approved your return and you haven’t received your refund, please contact us at support@neobaypet.com.