Refund policy

Effective Date: 2025 · Governed by the Consumer Protection Act 68 of 2008

At neatly, we are proud of everything we make and stand behind the quality of our products. Please read this policy carefully before purchasing, as it outlines the circumstances under which returns and refunds are considered.

Our Commitment to You
Every neatly product is carefully quality-checked before it leaves our hands.
We package each order with care to ensure it reaches you in perfect condition.

What We Do Not Refund

In accordance with Section 17 of the Consumer Protection Act 68 of 2008, neatly. does not offer refunds or exchanges in the following circumstances:

  • You are dissatisfied with the results of the product but have used it correctly on a compatible fabric
  • The product has been damaged during transit by the courier (Courier Guy, Pudo, or any other carrier)
  • The product was sprayed on an incompatible fabric or material (see Fabric Compatibility below)
  • The product caused staining or damage to expensive, delicate, or dry-clean-only clothing
  • The product has been partially or fully used
  • The seal has been broken and the product returned after use
  • You change your mind after purchase

Courier Damage

Once your order has been dispatched and accepted by the courier (Courier Guy, Pudo, or similar), neatly. is not liable for any damage that occurs during transit. We take every precaution to package our products securely and appropriately, but we cannot control how parcels are handled once they leave our facility.

Important
If your order arrives visibly damaged, please photograph the packaging and product immediately upon receipt and contact the courier directly to lodge a claim. We recommend doing this within 24 hours of delivery. We will assist where possible, but we cannot be held liable for courier-inflicted damage.

Fabric Compatibility & Product Liability

neatly. smooth is formulated for everyday fabrics including cotton, linen, polyester,
and standard blends. It is clearly stated on our label and product pages that the spray is not suitable for:

  • Silk and silk blends
  • Wool and woollen garments
  • Leather and suede
  • Dry-clean only items
  • Delicate, embellished, or embroidered garments
  • Dark or richly pigmented fabrics (without a patch test)

neatly accepts no liability for any damage to clothing or fabric, including expensive, luxury, or sentimental garments, if the product is applied to incompatible materials or used contrary to the provided instructions. It is the customer's responsibility to perform a patch test on a hidden area before first use.

When We Will Assist

We will consider a replacement or store credit (at our discretion) only if:

  • The product arrives with a manufacturing defect (e.g. non-functioning spray nozzle that was not caused by transit)
  • You received the wrong item
  • The product was clearly not as described on our store

To be considered, any such claims must be submitted within 5 business days of delivery with photographic evidence to hello@neatlyza.store 

We reserve the right to assess each case individually.

Your Rights Under the CPA

Nothing in this policy is intended to circumvent your rights under the Consumer Protection Act 68 of 2008. Where a product is found to be genuinely defective in the manner defined by Section 56 of the CPA, you retain the right to repair, replacement, or refund as prescribed by law.