EXCHANGE POLICY

At Neels, we strive to provide accurate and comprehensive product listings to assist our customers in making informed choices. Before orders are dispatched, they undergo multi-layer quality checks to ensure they reach you in perfect condition.

However, if you are unsatisfied with your purchase(s), we're here to help with size-related exchanges. Please note we currently do not offer order returns.

Exchange Eligibility
We extend exchanges only for domestic orders. The item(s) requested for an exchange should be unused, unworn, unwashed, and must be returned with all of its original packaging and tags.

Exchange Terms and Criteria
While requesting an exchange, consider the following:

Neels will entertain exchange requests for orders placed only on our official website, www.neelsonline.com.
Presently, we do not offer exchanges for orders from outside India.

To initiate the return/exchange, You need to dispatch the articles on our address.

Neels Creative Creation

34,2nd Floor, DC Halli Main Road

Opp. Royal Legend Apt.

Bommanahalli,Bangalore-560068


Once we receive the parcel, we will issue a credit note for the returned/exchange item. Please note that the refund is only possible in terms of a credit note, which you can use for a future purchase with us.

Note: When sending the article, the customer will bear the shipping charges. However, no additional shipping fees are required when we dispatch the articles back to the customer.

You may raise an exchange query within 24-48 hours of order delivery via email at contact@neelsonline.com or via WhatsApp on +91-8861005000.
Upon product arrival at our warehouse, it undergoes a thorough quality check. Post approval, we'll dispatch the requested size within 7-10 working days.
Note that size exchanges can only be done once per order and multiple exchanges of products in the same order will not be entertained.
In instances where the requested product size is unavailable in our inventory, our customer support team will issue a credit note for the full item(s) amount.
Also, the Credit voucher issued for an exchange will retain a validity of 90 days.

For any claims related to damaged, defective, incorrect, or missing items, customers must record a clear, uninterrupted parcel opening video starting from the sealed package (with the shipping label visible) and showing the complete unboxing of the product. The video must be continuous without cuts or pauses and clearly display the product and packaging condition. Claims raised without a valid parcel opening video will not be eligible for review or approval. This helps us ensure transparency and fair resolution for all customers.

Reverse Pickup Facility:

If the customer requests Neels to arrange a reverse pickup from their address, a nominal reverse shipping charge of ₹100 will be applicable.

• In case of a return, the ₹100 charge will be deducted from the credit note amount.

• In case of a size exchange, the ₹100 reverse shipping charge must be paid before dispatch of the exchanged product (or may be added to the exchange shipment as applicable).

Reverse pickup service is subject to availability in the customer’s pin code area.

CANCELLATION POLICY

We prioritize customer convenience above all else. Hence, we permit cancellation of your prepaid and COD orders within 24 hours of order placement. In the case of prepaid orders, we can either offer a credit note of the same amount or replace the ordered item with another product of the same value.

To request cancellation, please email us at contact@neelsonline.com or WhatsApp us on our customer support number at +91-8861005000.

Neels reserves the right to cancel or not accept certain customer orders due to various reasons, such as unavailability of fabrics/raw materials, incorrect product listing or pricing on the website, payment-related or fraudulent practice issues flagged by our analytics team, etc. In cases where prepaid orders are cancelled by Neels, we'll refund the complete order amount into the registered bank account. The customer will be informed via an email to their registered email ID.

The Credit voucher issued for an order cancellation will be valid for 90 days.

REFUND POLICY

Neels does not provide any returns or refunds on products once sold and delivered. However, a size exchange option is available