Shipping and Refund Policy

Returning a Purchase

Please contact us and include your original invoice number, what product(s) you are returning, and your name. We will give you a “Return Order Number,” Returns that have not been first authorized cannot be accepted. Wrap the package carefully. All returned products must be in their original condition and packaging.Please do not request a chargeback of your purchase from your credit card company while waiting for us to completely process your request. Refund processing involves several steps, some that we cannot control, so please be patient while awaiting the credit for the original purchase to appear on the card you used.

Please Note: Other than a return or exchange due to an error on our part, we cannot refund shipping and handling charges.All returned products must be in their original condition and packaging. Unfortunately, if products have been assembled or modified, we cannot take them as returns. Also, restocking or repacking fees are charged to cover labor, paperwork, and shipping carton replacement. Finally, certain products cannot be returned because our suppliers cannot take them back, such as those customized to your specifications.

If you have any questions about whether a product can be returned, please call us before ordering.

Damaged & Missing Parts

Through many years of experience, we have learned to package our products to withstand damage during shipping, avoid selling items easily damaged during shipping, and discontinue suppliers whose damage rate is too high. If something arrives from us that looks damaged, or if parts are missing, please notify us right away. We will work to help you get needed replacements as quickly as possible at no extra charge.

Suspected or Actual Damage If Shipped by Truck Freight

Write “Package Damaged” when you sign for delivery even if it appears only slightly damaged. If the package appears significantly damaged, you may refuse delivery. Once we receive back that damaged package, we will send a new one. Please notify us if you refuse delivery, so we can anticipate that return.

If our product is assembled for you, make sure you closely inspect the product for any damage BEFORE boxes are discarded and before the delivery people leave. Again, if there is a problem, write it down before the delivery crew leaves.

If you accepted a package and then discover parts are missing or damaged, do not discard the packaging. Please contact us right away and we will ship you the replacement parts at no extra charge. Most carriers only let us file freight claims within 48 hours of delivery, so do not delay. If we cannot replace parts, we can have the carrier pick up the item and we will send a replacement once we have it back. Again, all returned products should be in the original packaging.

If you decide you do not want parts or a replacement unit, the product can be returned under our Return Policy. If a product arrives damaged, or we made an error, and it cannot be remedied with replacement parts or a complete replacement, we will pay to return the item to us.

In the case of a manufacturer’s defect, we can replace the product. We stand 100% behind our products, and we will make every effort to resolve any problems.

Delivery and Shipping Policy

All items are available for in-Factory/Warehouse pickup at free of charge between 3 to 7 working days to your residence once your order and payment is confirmed from our customer care by return mail/message/WhatsApp confirmation.

If Neorest fails to provide you within the stipulated delivery time, you may Cancel the order and receive a full refund or credit equal to your deposit within 7 working days or by re-modify the order. Further, there must be a responsible person over the age of 18 years old at home during delivery.

The delivery fee includes delivery of merchandise, placement in the room of your choice and the removal of shipping materials. It does not include assembly or set-up of merchandise or removal of old bedding. Any and all requests of the delivery driver must be made during the delivery and please know the driver cannot return to the premises post-delivery if the wrong setup directions (i.e. – wrong bedroom) were initially given to the driver by you or the responsible person you designate.

Cancellation policy

You may cancel your order without charge. If an order is canceled after the merchandise has been shipped, the customer is responsible for the actual cost of shipping, plus a 20% handling fee. If the order is for a custom item, cancellation must be prior to production. If the order is for a stocked item, cancellation must be prior to shipping.