Return Policy
Return & Exchange Policy
At NEENCA, we want you to shop with confidence. If your order does not meet your expectations, our customer support team is here to help with a clear return and exchange process.
Please contact us before sending any item back. Returns must be approved by our customer support team, and the return address will be provided after your request is reviewed.
30-Day Return Window
You may request a return or exchange within 30 days after receiving your order.
To be eligible for a return, the item must be unused, unworn, in the same condition that you received it, and returned with its original packaging, tags, and accessories where applicable.
How to Start a Return
To start a return or exchange, please contact us at service@neenca.com with the following information:
- Your order number
- Your full name and email address
- The product name
- The reason for your return or exchange
- Photos or videos if the item is damaged, defective, incorrect, or not as described
After reviewing your request, our support team will provide return instructions and the correct return address. Please do not send products back to the shipping address on the package unless instructed by our team.
If We Made a Mistake
If you received the wrong item, a defective item, or an item damaged during delivery, please contact us as soon as possible.
After reviewing the issue, we may provide a replacement, exchange, or refund depending on the situation. In cases where the issue is caused by our error, NEENCA will be responsible for the related return or replacement shipping costs.
Change of Mind Returns
If you ordered the wrong product, selected the wrong size, or no longer want the item, you may still request a return within 30 days after delivery.
For change of mind returns, the customer is responsible for return shipping costs. Original shipping fees, if any, are non-refundable unless the return is due to our error.
Exchanges
If you would like to exchange your item for a different size or product, please contact us first. Our team will confirm availability and provide return instructions.
Once the returned item is received and inspected, we will process the exchange according to product availability. Additional shipping fees may apply if the exchange is not due to our error.
Refunds
Once your returned item is received and inspected, we will notify you by email about the status of your refund.
If your refund is approved, it will be issued to your original payment method. Please allow the following processing times after approval:
- PayPal refunds: usually within 48 hours
- Credit card refunds: usually within 5–10 business days, depending on your bank or card issuer
Please note that payment providers and banks may require additional time to post the refund to your account.
Order Cancellation
If you need to cancel an order, please contact us at service@neenca.com as soon as possible.
Orders may be cancelled before shipment. Once an order has shipped, it cannot be cancelled and will need to follow our standard return process after delivery.
Missing or Delivered Packages
If tracking shows that your package has been delivered but you cannot locate it, please first check your mailbox, front door, building reception area, household members, neighbors, or local carrier.
If the package still cannot be found, please contact us with your order number and tracking number. We will do our best to assist with the carrier investigation.
If a package is undeliverable due to an incorrect or incomplete address, refusal, or failure to claim the package, the customer may be responsible for original shipping costs, return shipping costs, duties, taxes, or other carrier-related fees.
Non-Returnable Items
For hygiene and product condition reasons, we may not accept returns for items that are used, worn, washed, damaged by the customer, missing original packaging, or returned without approval.
Clearance, final sale, or heavily discounted items may not be eligible for return unless the item received was incorrect, defective, or damaged.
Return Processing Time
After we receive your returned item, please allow 2–5 business days for inspection and processing. We will email you once your return, exchange, or refund has been reviewed.
Need Help?
If you have questions about returns, exchanges, refunds, cancellations, or order issues, please contact us:
Email: service@neenca.com
Customer Service: +1 800-984-2158
Support Hours: Monday – Friday, 9:00 AM – 6:00 PM EST
Related pages: Contact Us | Shipping Policy | Track Your Order | FAQs