Refund and Returns Policy

Overview

At NEO, all products are handcrafted and made with special care. Because of the nature of handmade products, we do not offer returns unless the item has a manufacturing defect or arrives damaged.

Our replacement and refund policy lasts 7 days from the date of delivery. If 7 days have passed since your purchase, we cannot offer you a replacement or refund.

Eligibility for Replacement or Refund

To be eligible for a replacement or refund:

  • The item must have a clear manufacturing defect or damage.

  • You must contact us within 48 hours of receiving your order.

  • The item must be unused and in the same condition that you received it.

  • The item must also be in the original packaging.

  • Proof of purchase or order number is required.

Please do not send your purchase back before contacting us first.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Customized or personalized products

  • Products damaged due to misuse

  • Sale items or discounted products

  • Gift cards

Refunds

Once your returned item is received and inspected, we will notify you regarding the approval or rejection of your refund request.

If approved, your refund will be processed to your original payment method within 5–7 business days after product inspection.

Late or Missing Refunds

If you haven’t received your refund yet:

  • First, check your bank account again.

  • Then contact your credit card company, as processing times may vary.

  • Next contact your bank. There is often some processing time before a refund is officially posted.

If you still have not received your refund, please contact us at:
{email address}

Exchanges

We only replace items if they are defective or damaged.

If you need to exchange your item, please contact us at:
{email address}

Shipping Returns

To return your product, please contact us first for return instructions.

Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable unless the issue was caused by our side (wrong or defective item).

Depending on your location, the time it may take for your exchanged product to reach you may vary.

For expensive items, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Need Help?

For questions related to refunds and replacements, contact us at:
{email address}