Terms & Conditions

These Terms & Conditions govern your use of the Neutrals website and purchases made through our online store. By accessing the website, placing an order or otherwise using our services, you agree to these Terms & Conditions.

Throughout these terms, “Neutrals,” “we,” “us” and “our” refer to Neutrals. “You” and “customer” refer to any person accessing the website or purchasing from us.

1. Use of Our Website

You may use this website only for lawful personal shopping purposes and in accordance with these Terms & Conditions.

You must not:

• Use the website for fraudulent, unlawful or misleading activity.

• Attempt to gain unauthorised access to the website, customer information, accounts, servers or connected systems.

• Introduce viruses, malicious code or other harmful technology.

• Interfere with the security, availability or proper operation of the website.

• Use automated tools to scrape, copy or extract website content without our written permission.

• Impersonate another person or provide false or misleading information.

• Misuse Neutrals’ branding, photographs, written content, designs or other original materials.

We may restrict or suspend access to the website where reasonably necessary to protect Neutrals, our customers or the security and operation of the store.

2. Product Information

We aim to present product descriptions, photographs, prices, colours, sizes and availability as accurately as reasonably possible.

However:

• Colours may appear slightly different depending on your screen, display settings, lighting and photography.

• Minor variations may occur between photographs and the delivered product.

• Measurements are approximate and may have reasonable production tolerances.

• Product availability may change without notice.

• Packaging may be updated while the product itself remains unchanged.

These reasonable variations do not excuse delivery of an incorrect product or an item that materially differs from its description.

If we discover a genuine error in a product description, price, availability or other important information, we may correct it and contact affected customers where appropriate.

3. Prices

Unless clearly stated otherwise, all prices displayed by Neutrals are in Pakistani rupees and may be presented using “Rs.” or “PKR.”

Prices may change without notice. A price change will not normally affect an order already accepted by Neutrals, except where the displayed price resulted from a clear and genuine pricing error.

Delivery charges and any other applicable costs will be shown during checkout before the order is submitted.

4. Orders

Placing an order constitutes an offer to purchase the selected products. Receipt of an automated order acknowledgement does not guarantee that every item is available or that the order can be fulfilled.

Orders remain subject to:

• Product and size availability.

• Verification of order information.

• Successful payment or payment authorisation where applicable.

• Fraud and security checks.

• Neutrals’ quality-control process.

• Accurate pricing and product information.

We may contact you to verify your order or request additional information reasonably required to process it.

Neutrals may reject or cancel an order because of:

• Stock unavailability.

• A genuine pricing or product-information error.

• Failed, declined, incomplete or unverified payment.

• Suspected fraud, misuse or unauthorised activity.

• Incorrect or incomplete customer information.

• An item failing our quality-control checks.

• Circumstances that make fulfilment impossible or unlawful.

If we cancel an order, we will notify you using the contact information supplied during checkout. If payment has already been collected for a cancelled order, the relevant amount will be returned through the original payment method where applicable.

5. Payment

Customers may use the payment methods displayed and enabled during Shopify Checkout.

Cash on delivery applies only when it is shown as an available option during checkout. Its availability may depend on the order, delivery location or other operational requirements.

You confirm that you are authorised to use the payment method and information supplied with your order.

An order may be delayed or cancelled if payment cannot be processed, verified or authorised.

6. Customer Information

You are responsible for providing complete and accurate information, including your:

• Name.

• Telephone number.

• Email address.

• Delivery address.

• Selected product and size.

• Payment information where required.

Neutrals is not responsible for avoidable delivery problems or delays caused by incomplete, inaccurate or outdated information supplied by the customer.

Please contact us promptly if you discover an error in your order details. We cannot guarantee that information can be changed after an order has been processed or dispatched.

Our handling of personal information is governed by our separate Privacy Policy.

7. Shipping and Delivery

Neutrals currently delivers within Pakistan only.

Estimated delivery times, delivery charges, delays and customer responsibilities are explained in our separate Exchange & Shipping Policy, which forms part of these Terms & Conditions.

Current standard delivery information is:

• Local orders are normally delivered within 7–10 working days.

• A flat delivery fee of Rs. 250 applies to local orders unless otherwise stated.

• Delivery timelines begin from the date the order is confirmed.

Delivery estimates are not guaranteed dates. Delivery may take longer during Eid, public holidays, sales, severe weather, courier disruptions or other circumstances reasonably beyond our control.

8. Order Cancellations

Customers may request cancellation only before an order has been dispatched.

Once an order has been dispatched, it cannot be cancelled.

A cancellation request is not complete until it has been acknowledged and confirmed by Neutrals. If the order has already entered dispatch processing, cancellation might no longer be possible.

Neutrals retains the cancellation rights described in the Orders section above.

9. Refunds and Exchanges

Neutrals does not offer refunds except where required by applicable law.

Exchanges are accepted only where:

• The customer received the wrong item; or

• There is a size-related issue.

Exchange requests must be reported to our customer-care team within 48 hours of receiving the order.

To qualify for an exchange, the product must be:

• Unworn.

• Unwashed.

• Unused.

• Undamaged.

• Returned with all original tags attached.

• Returned with its original packaging intact.

Customers are responsible for all return and exchange courier charges unless otherwise required by applicable law.

Products purchased on sale or at a discounted price are final sale and cannot be exchanged, except where applicable law provides otherwise.

All exchange requests remain subject to inspection and the complete Exchange & Shipping Policy.

Nothing in these Terms & Conditions is intended to exclude rights that cannot lawfully be excluded.

10. Promotions and Discounted Products

Promotional offers, discount codes and sale prices:

• Apply only during the stated promotional period.

• May be subject to product, order-value or availability restrictions.

• Cannot be exchanged for cash.

• Cannot be combined unless expressly stated.

• May be withdrawn or corrected where published in error.

Where a product is displayed with a genuine compare-at price, the current selling price and discount shown on the product page will apply at checkout.

Sale and discounted products are final sale and cannot be exchanged, subject to applicable law.

11. Intellectual Property

The Neutrals name, logo, visual identity, original photographs, graphics, website design, written content, product presentation and other original materials are owned by or licensed to Neutrals and are protected by applicable intellectual-property laws.

You may browse the website and save order-related information for personal use.

You may not, without prior written permission:

• Reproduce or republish our original content.

• Use Neutrals branding or photographs for commercial purposes.

• Modify, distribute, sell or exploit website materials.

• Present Neutrals content as your own.

• Use our content to create misleading, counterfeit or competing materials.

Third-party trademarks, technology and materials remain the property of their respective owners. Shopify and any other third-party service names belong to their respective rights holders.

12. Third-Party Services and Links

Our store is hosted using Shopify and may rely on third parties for services such as payment processing, fraud prevention, analytics, communications and delivery.

Third-party services may be governed by their own terms and privacy policies.

The website may contain links to external websites. Neutrals does not control and is not responsible for third-party websites, their availability, content or practices. Accessing an external website is at your discretion.

13. Website Availability

We aim to keep the website accurate, secure and available. However, we do not guarantee that access will always be uninterrupted or error-free.

The website may occasionally be unavailable because of:

• Maintenance.

• Technical problems.

• Shopify or third-party service interruptions.

• Security measures.

• Events beyond our reasonable control.

We may update, suspend or modify parts of the website where reasonably necessary.

14. Disclaimer and Limitation of Liability

To the maximum extent permitted by applicable law, Neutrals is not liable for indirect, incidental or consequential losses arising from use of the website or purchase of our products where such losses were not reasonably foreseeable.

Neutrals is not responsible for losses caused by:

• Incorrect information supplied by the customer.

• Unauthorised use of a customer’s payment method or account outside our reasonable control.

• Courier delays or events beyond our reasonable control.

• Misuse of a product contrary to its intended purpose or care instructions.

• Third-party websites or services not controlled by Neutrals.

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful, including any rights or remedies that cannot be excluded under applicable consumer law.

15. Privacy

Personal information submitted through the website is handled in accordance with our Privacy Policy.

By placing an order, you confirm that the information you provide is accurate and that Neutrals may use it as reasonably necessary to process payment, fulfil the order, communicate with you, prevent fraud and provide customer support.

16. Changes to These Terms

We may update these Terms & Conditions to reflect changes to our operations, services, policies or legal obligations.

The latest version will be published on this page with an updated revision date.

Changes will apply prospectively where appropriate. The terms in effect when an order was accepted will generally continue to govern that order unless a change is required by law or agreed with the customer.

Your continued use of the website after updated terms are published constitutes acceptance of the revised terms for future use of the website.

17. Governing Law

These Terms & Conditions are governed by the applicable laws of Pakistan.

Any dispute will be subject to the jurisdiction of the competent courts of Pakistan, subject to any rights or remedies available to customers under applicable consumer law.

18. Severability

If any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable, that provision will be limited or removed only to the minimum extent necessary.

The remaining provisions will continue in effect.

19. No Waiver

If Neutrals does not immediately enforce a provision of these Terms & Conditions, this does not waive our right to enforce it later.

20. Entire Agreement

These Terms & Conditions, together with the Privacy Policy, Exchange & Shipping Policy and information displayed during checkout, form the agreement between you and Neutrals concerning use of the website and purchases made through the store.

21. Contact Us

For questions about these Terms & Conditions or an order, contact:

Text us on WhatsApp: 0337-3261283 or DM us on Instagram: @neutralsbysm