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Frequently Asked Questions
If you have any further questions or comments, please contact us using the form below. We will do our best to get to you within 24 hours, and if not then ASAP.

About Neat

What is Neat?

Neat is here to help protect our planet by creating simple and beautiful solutions that inspire everyone to make sustainable choices.

We make beautiful cleaning products that perform brilliantly and cut down on waste. No single-use plastic and no need to ship water around the world.

Where are Neat products made?

Our Neat products are assembled, filled and packaged in the UK. Our concentrated refill comes with the “Made in Britain” certification.

Are Neat products vegan?

Yes, they are. We don't use any animal-derived raw materials for our products. No animals are harmed in our formulation, testing or manufacturing or any of our raw material supplier’s processes. We are working to get vegan certification!

Are Neat products safe to use around pets?

Yes, our products are safe for use around pets when the instructions are followed.  We recommend wiping down any surfaces before allowing any pets access.

Are Neat products cruelty free?

Yes they are! We do not test on animals and source our raw materials from suppliers that do not test on animals. We are working to get cruelty free certification!

Can Neat packaging be recycled?

Yes! All Neat packaging, including our Neat refill bottle (although it should not be), can be recycled.

Are Neat products safe to use with a septic tank?

Yes, all of the Neat cleaning products are safe for use with a septic tank.

About Neat products

What surfaces can I use the Neat multi-surface cleaner on?

The Neat multi-surface cleaner is suitable for most surfaces, but not for unsealed stone or marble surfaces. It is always best to test the product in a discreet spot before use.

What is the PH level of the Neat multi-surface cleaner?

There is a variation depending on the batch, but it is between PH10-12. For more info please get in touch.

What is the warning sign on the labels?

This might get a little technical so bear with us… CLP is the European regulation on classification, labelling & packaging of chemical substances and mixtures. Introduced in December 2010 for substances but as of 1st June 2015 it applies to mixtures too. CLP aims to improve the safety for users and the environment by standardising the danger classifications of chemical substances and mixtures. for further info please contact us.

Where can I find the ingredients for Neat products?

Our ingredient lists are available on each product page of our website. Look below the product description and click on the ‘ingredients’ tab.

Can I use any spray bottle with Neat refills?

We highly recommend using our Neat refill bottle. Our products have been formulated and tested for this bottle. We cannot guarantee the products will work effectively in other bottles.

How many refills do I need to use in the Neat refill bottle?

We designed our products so you can use one concentrated refill to fill one refill bottle. Just pour the whole bottle of concentrated multi- surface cleaner into the refill bottle. Oh and don’t forget to recycle the packaging.

How long will a Neat product last?

The 30ml concentrate makes 500ml of cleaner. This should last as long as a regular 500ml bottle of multi-surface cleaner and depends on how frequently you use the product.

Is the Neat refill bottle empty?

Yes it is! We don’t want to ship unnecessary water around the world, so our refill bottle comes empty. You just add water from the tap at home.

Dyes… why are neat dye free?

All our products are free from dye’s, pearlisers or other unnecessary enhancers. We only have what is needed for a great clean. Why do cleaning products need to be bright pink anyway?!

Caring for your Neat products

How should I care for the trigger spray Head on my Neat bottle?

If you are in a hard water area we recommend using filtered water to reduce any limescale build-up in the Trigger Spray Head over time.
To remove any limescale build-up that has occurred, you can descale your Trigger every few months. We recommend soaking in a bowl of water mixed with Citric Acid which you can normally find at your local supermarket or DIY store.
If there is an issue or you face a problem, please get in touch.

How should I care for my Neat aluminium spray bottle to ensure it lasts?

We recommend you clean your bottle after each refill. Simply rinse the bottle with warm water. To clean the nozzle, fill the bottle with clean warm water and pump a few sprays into the sink until there is little or no foam. The silicon base can also be removed for cleaning. Give everything a wipe so it stays looking fresh and clean.

How do I fill the refill Neat bottle?

You need to fill the refill bottle with 470ml of tap water. You can do this by pouring straight from the tap into the bottle and using the fill level line we have printed on the outside of the bottle. This line is approximate. If you want to be more accurate you can measure 470ml of tap water in a measuring jug and pour into the refill bottle. Then carefully pour in the concentrated refill and secure the spray nozzle. Then shake the refill bottle to mix the product.

Can I use the same refill Neat bottle for different fragrances?

Yes! Just make sure to clean the refill bottle thoroughly before you change to a new fragrance.

Does the Neat bottle have to be completely empty before refilling?

It is best to use all the liquid inside the bottle and then rinse it before mixing another bottle of cleaner.

Do I need to use filtered water with Neat products?

It is not essential to use filtered water. Tap water is fine. However if you are in a hard water area we recommend using filtered water to reduce any limescale build-up in the trigger spray head over time. Just make sure the filtered water isn’t from a plastic bottle.

Do I need to use hot water with Neat cleaning products?

You do not need to use hot water with Neat cleaning products. Cold or warm water will be do fine.

Neat Subscriptions

What is the Neat Subscribe and Save?

By subscribing to Neat, you can get regular deliveries of Neat products to your home for 15% less than if you were to buy a one off product.

All of our Neat refill are available for subscription but if you wish to start a subscription on any of our products, please contact us to arrange.

You also qualify for free delivery when you spend over £25.

There is no commitment and you can cancel any time!

To find our more about Subscribe & Save, please see our website HERE.

How do I skip or reschedule my Neat subscription?

Follow the below step-by-step instructions:

  1. Login in to your neat account (if you don't have one, please create one using the email address that you checked out with)
  2. Click on Manage Subscriptions
  3. Click on the Reschedule prompt to choose another suitable date or click on the Skip button to move your order onto the next order cycle
How do cancel my Neat subscription?

Follow the below step-by-step instructions:

1. Login in to your neat account (if you don't have one, please create one using the email address that you checked out with)

2. Click on Manage Subscriptions

3. Click on Cancel subscription which will then ask you the reason for cancelling

4. Press Confirm and we will then notify you via email that your subscription has been cancelled

My Neat subscription has been paused/cancelled. How do I reactivate it?

Follow the below step-by-step instructions:

1. Login in to your neat account (if you don't have one, please create one using the email address that you checked out with)

2. Click on Manage Subscriptions

3. Click on Inactive subscription

4. Select the order you wish to reactivate and confirm reactivation with date you wish to restart

Neat Friend Referrals

How does the Neat refer-a-friend work?

Simply sign up to our referral scheme, share the love and get 2 free refills every time a friend purchases using your unique link.

The neat Refer-a-friend gives your friends/family a 15% unique discount to use on their first purchase and in doing so, you get two FREE Refills on your next order, simple!

My friend's referral hasn't worked?

Thank you for sharing Neat with your friends!

In order to make sure that we only reward genuine referrals, there are a few measures in place.

Therefore your referral may be blocked if the following applies:

1. Your referred friend has the same email address as you.
2. You referred friend shares the same IP address as you.
3. Your referred friend has already made a purchase with neat.
4. Your friend has not used the link that you shared with them.
5. Your friend has the same billing and/or shipping address as you.

If you friend has been successfully referred then you will be notified by email once their order has been dispatched. Please allow 48hrs from the time the order is placed.

If you are still having difficulty please contact us and our team will happily assist you.

Orders, Shipping and Returns

Where do Neat ship?

We currently only ship to the UK. However, we have stockists who do ship worldwide so either contact us for details or checkout our stockist section on our website.

Do you offer free delivery?

Yes, we offer free shipping on orders over £25.

How long will it take for my neat order to arrive?

We aim to get your order to you as quickly as possible. We send our orders with Royal Mail and currently they will arrive within 2-5 days.

How do I return a neat order?

We offer returns for any unused and unopened products within 28 days of delivery.

To arrange a return, please contact our friendly Customer Service Team who'd be happy to help you.

If you receive damaged or faulty goods, or if you received the wrong order, please contact our Customer Service Team who'll resolve this right away for you. 

Still need help?

Drop us a line in the fields below and we will ensure to get back to you within our allocated timeframe
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