Return Policy

All returns must be pre-approved and have a return authorization number to receive proper merchandise credit. Neil Enterprises will pay for return shipping and/or reimburse for shipping only if the item is defective or damaged. Returns must be made within 30 days from the date of purchase and are subject to a 20% restocking fee.Returned merchandise must be in new condition. Only full cases of unused items are accepted for approved returns. Seasonal merchandise, DNP products, and film are non-returnable. 

Restocking Fee

Returned merchandise is subject to a 20% restocking fee. However, the restocking fee does not apply to all returned items. It is determined by the amount of time since you placed your order, product, quantity, and weight of the item. To find out if your specific return will incur a restocking fee please contact customer service.

 

Damaged or Defective Merchandise

If you receive defective or damaged merchandise we can send replacements at no charge or issue a refund. We request that you send us an image showing what's wrong with the item so we can share it with our quality control team.

 

Exchanges and Store Credit

Would you prefer to exchange an item for something different or get a credit on your account instead of a refund? We can do that! A credit on your account will not be issued or the exchanged item will not be shipped out until the item you're sending back has been received at our warehouse. If you need an item shipped or credit issued immediately, exceptions can be made on a case by case basis.

 

Returns Procedure

To request a return please reach out to Neil Enterprises customer service via phone (1-800-621-5584) or via email (web@neilenterprises.com). Customer service will provide you with a return authorization number and a return shipping label if applicable. If a return shipping label is not provided, we recommend returning your package via UPS, FedEx, or USPS. Make sure to get a tracking number for your returned item. Your refund will be processed 1-2 business days after your return is received at our warehouse.