Refund policy

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.

We do not accept returns if your item does not arrive on time for a certain event. Shipping times outlined may vary and postal services can be delayed regularly due to unexpected circumstances. (Processing + shipping arrival times can vary from 2-4 weeks)

If you are looking for information about delayed orders due to the Canada Post Strike, please click here to get the latest update.

We do not accept returns due to care and handling tags being sewn on the outside of some items. Remove tags by cutting them off before wear. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need proof of purchase.

To start a return, you can contact us at theneutralnewborn@gmail.com. All customer will be reliable for the postage fees if the return is accepted, and we will give instructions on how and where to send your package. Postage fee cost UP TO $30 CAD will be covered by the Neutral Newborn, as long as the customer sends a photo of the postage receipt. Any fees exceeding this amount will not be covered. Customer will receive their refund total once items are received. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at theneutralnewborn@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Cancelling Your Order
Your order is processed with our suppliers very shortly after it is made. This makes it difficult for us to cancel an order once it is confirmed with our suppliers, as your items usually begin their journey from our warehouses within a day of ordering. Because of this - if you want to cancel an order, you must email theneutralnewborn@gmail.com within 3 hours of making your order to be eligible to cancel.