Return Policy

Most items purchased from Neutral Decor US may be returned within 30 days of receiving your order, subject to the conditions outlined below.

1. Return & Exchange Requirements

To be eligible for a return, the item must meet the following requirements:

The item must be unused, uninstalled, and in its original condition.
Lighting fixtures must not have been installed, modified, rewired, cut, stripped, or otherwise altered.
All original components, accessories, mounting hardware, and protective materials must be included.
The item must be returned in its original packaging.
When returning an item, we strongly recommend using a trackable shipping service and keeping your shipping receipt until the return has been completed.

Items that do not meet these conditions may not be eligible for a refund.

2. Non-Returnable Items

The following items are not eligible for return:

Items damaged due to improper installation, use, handling, or storage by the customer.
Items that have been installed, modified, rewired, cut, stripped, or otherwise altered.
Items missing essential components, accessories, or original packaging.
Items returned more than 30 days after delivery.
Custom-made or personalized products that were clearly identified as non-returnable before purchase.

This does not affect your rights regarding products that arrive defective, damaged, or incorrect.

3. General Return Process

Return Method: By Mail

Step 1 – Initiate Your Return

Please email us at contact@neutraldecor.us within 30 days of receiving your order.

Please include your order number, the item you wish to return, the reason for the return, and clear photos or videos of the product and its packaging where applicable.

Step 2 – Return Authorization

Our customer service team will review your request and normally respond within 3 business days with return instructions.

Please do not send your return before receiving return instructions from us.

Step 3 – Ship Your Return

Once your return has been authorized, please send the item to our U.S. return facility:

Neutral Decor US – Returns

Rancho Cucamonga, CA 91730

United States

We strongly recommend using a trackable shipping service. Neutral Decor US cannot be responsible for return packages that are lost or damaged in transit when return shipping is arranged by the customer.

4. Return Shipping Costs

If the return is due to an error on our part, such as receiving an incorrect, defective, or damaged item, Neutral Decor US will cover the reasonable return shipping cost.

For returns due to customer preference or other non-defective reasons, including:

Change of mind
Ordering the wrong size, color, finish, or model
No longer wanting the item
An order canceled after it has already been shipped

A 10% restocking fee will be charged if you return for the following reasons: don’t want/need/like it, ordered the wrong product/size.

5. Exchanges

If you would like to exchange an eligible item for a different size, finish, model, or product, please contact us at contact@neutraldecor.us.

Our customer service team will review your request and provide the appropriate instructions. Depending on product availability, we may ask you to return the original item and place a new order.

Any applicable price difference or shipping cost will be communicated before the exchange is completed.

6. Refunds

Once your returned item has been received and inspected, we will notify you of the status of your refund.

If approved, your refund will be issued to your original payment method.

Please allow up to 14 days for us to process an approved refund after the returned item has been received and inspected. Your bank, credit card issuer, or payment provider may require additional time for the funds to appear in your account.

For additional information regarding refunds and order cancellations, please refer to our Refund Policy.

7. Company Information

Company: NeutralDecor Inc

Address: 25 First Ave. SW STE A, Watertown, SD 57201

Email: contact@neutraldecor.us