(T-shirt orders excluded, because each order is printed on demand in the order in which it was received, therefore we do not accept exchanges on t-shirts unless there is a defect with the product)
In the rare event that an order is shipped with a defect, we will offer a replacement if the defect is reported within 3 days of delivery.
We do not accept exchanges in the case where the customer needs a smaller or larger size due to all orders being printed on demand. Please review our size chart before placing order.
As of October 1, 2019
Our exchange policy for clothing/shoes lasts 3 days. If 3 days have gone by since your date of delivery, unfortunately we will not offer you a exchange.
Items that cannot be exchanged are accessories, white items, swimwear, bodysuits, undergarments, and leggings SALE OR DISCOUNTED ITEMS ARE FINAL SALE!
To be eligible for a exchange, your item must be unworn and in the same condition that you received it. (All products are inspected by our quality control team with pictures and video footage to show the condition it was in before leaving our facility before shipping).
To complete your exchange, if you are eligible, first email us at firstname.lastname@example.org with subject line: EXCHANGE along with your order number, please give a brief description of the reason for the exchange and include the tracking number for the returned item(s). We ask that you allow 24-48 hours for a response during our normal Monday- Friday business hours 9am-4pm CST
Any item not in its original condition, is damaged or missing parts for reasons not due to our error will not be accepted.
You will be responsible for paying for your own shipping costs for exchanging your item(s) unless the exchange is due to our error.
If you are shipping an item back to us, you should use a trackable shipping service that includes insurance. We cannot guarantee that we will receive your exchanged item without tracking.
Any item that is shipped to Neugent more than 3 business days after delivery will not be accepted and returned back to customer. If the item(s) are not received within 5 business days of the response email from Neugent, the exchange will not be honored and items will be returned to sender.
Shipping Items Back For Exchange
You will be responsible for paying for your own shipping costs for exchanging your item(s) unless the exchange is due to our error. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item back to us, you should use a trackable shipping service that includes insurance. We cannot guarantee that we will receive your returned item if you do not include tracking.
LOST OR STOLEN PACKAGES:
NEUGENT is not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it, you must contact the United States Postal Service directly at 1-800-ASK-USPS® (1-800-275-8777). Any lost, stolen, or damaged packages must be reported as a claim to USPS. If your package was shipped via UPS please file your claim with the provided link https://www.ups.com/us/en/help-center/claims-support.page?
IF YOUR ORDER IS RETURNED TO NEUGENT:
If your package is returned to Neugent due to the shipping address being incorrect or there being another issue with your shipping address, you are responsible for the shipping fees to have the order reshipped. A invoice will be sent to the customer for the shipping amount and once paid in full the order will be reshipped in 3-5 business days.