Refund policy
Refund Policy
We hope you love your Brooklyn Neutral purchase. If something isn’t quite right, we’re happy to help.
Returns
We accept returns within 30 days of delivery. To be eligible for a return, your item must be unused, unopened, and in its original condition and packaging.
For health, hygiene, and safety reasons, we cannot accept returns of opened or used personal care products, including lip balms, body care, hand wash, lotions, or similar items.
Candles must be unburned and in their original packaging to be eligible for return. Toys and other products must be unused and returned with all original pieces and packaging.
To request a return, please contact us at brooklynneutral94@gmail.com with your order number and the item you would like to return. Please do not send a return without contacting us first.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. Original shipping charges are non-refundable.
We recommend using a trackable shipping method, as Brooklyn Neutral cannot be responsible for return packages that are lost in transit.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If your item is damaged, defective, or you received the wrong product, contact us at brooklynneutral94@gmail.com as soon as possible so we can make it right.
Please include your order number and photos of the product and packaging when applicable.
Non-Returnable Items
The following items are not eligible for return:
- Opened or used personal care or cosmetic products
- Used or burned candles
- Used toys or products missing pieces
- Gift cards
- Personalized or custom-made products
- Items marked as final sale
If you have questions about whether an item is eligible for return, please contact us before sending it back.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to your original payment method. Please allow several business days for your bank or credit card company to process and post the refund.
Original shipping charges are not refundable.
Exchanges
If you would like a different item, the quickest option is to return the eligible item and place a new order.
If you received a damaged or incorrect product, please contact us before placing a replacement order so we can assist you.
Order Cancellations
If you need to cancel or change an order, please contact us as soon as possible. We cannot guarantee changes or cancellations once an order has entered processing or has shipped.
Contact Us
Questions about a return or refund?
Brooklyn Neutral
Email: brooklynneutral94@gmail.com
We’re always happy to help and want you to feel confident shopping with Brooklyn Neutral! Thank you for supporting my small business!