Refunds, Returns, & Exchanges

General

A receipt or proof of purchase is required. The claim will only be credited if the order number and the customer name matches on our end. 

Damaged/Defective Item

All claims must be submitted within four (4) weeks after the product is received. You may email your claims at support@aboveneutral.com together with the description of the damage/defect with pictures for proof. You may choose between a reshipment or a refund. Once the claim is validated, you are no longer required to reship the product back to us. A reshipment/refund will be sent to you immediately once the claim has been resolved.

Lost in Transit

All claims must be submitted no more than 4 weeks after the estimated delivery date. We will contact the courier regarding the issue and clarify if the item was lost in transit or was delayed due to reasons such as weather, holidays, etc. If the item was confirmed as lost by the courier, a reshipment/refund will be sent to you immediately once the claim has been resolved.

Wrong/Incomplete Address

The courier will send the order back to our facility if a wrong/incomplete address is given. We will contact you through email and wait for seven (7) days for your reply. If you did not respond to our email, the order will be deleted. If you responded with a new and correct address, the order will be reshipped immediately. If the new address is still wrong/incomplete, the order will be deleted.

Change of Mind

Items that are request for a refund/reshipment due to change of mind will not be credited.