Refund policy

 

Requirements:

Customers can request a return or refund within 14 days of receiving the goods. Please ensure that the item is returned in its original condition, unused, and unwashed. Return shipping costs are the responsibility of the customer, unless the issue is caused by our mistake or oversight.

 

1.If you wish to return a product, please send a return/exchange request to contact@neoones.com, including the following details:

•Your order number

•The SKU number of the product you wish to return or exchange

•Evidence (photos/videos) showing the problem or defect

2.To be eligible for a return, your item must be in its original condition — unwashed, unused, and undamaged. It must also be in its original packaging with all original labels intact. Otherwise, the buyer will be responsible for all incurred fees, and no refund will be issued.

 

Return Shipping Costs:

Please use registered mail with an online delivery tracking number for returns. If the returned order cannot be tracked during transit, we cannot guarantee its safe receipt. We appreciate your understanding in this matter.

 

You will be responsible for the return shipping costs in the following cases:

 

1. Incorrect Order:

•If you ordered the wrong product or an incorrect size (e.g., selected the wrong item or an unsuitable size), you will need to pay for shipping costs both ways (to and from our warehouse) if you choose to replace the item.

•If you choose a refund instead, we will only refund the original product price.

2. Unwanted Item:

•If you no longer want the item, such as the product not meeting your expectations or you simply don’t like it, please contact us within 14 days of receiving the product to initiate a return.

•In this case, you will need to pay for the return shipping costs.

3. Other Non-Quality Issues:

•If the item has no defects or damages, but you still wish to return it, the return shipping costs must be covered by you.

 

Important Notes:

 

•The return address must be authorized by our customer service representatives. Any addresses listed on the package are not approved as return addresses. Packages returned to unauthorized addresses will not be refunded or exchanged.

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

 

Refunds:

Once we receive and inspect your return, we will notify you via email whether your refund is approved.

 

If approved, the refund will be processed to the original payment method within 1 week.

 

Shipping costs from the original order are non-refundable. If you receive a refund, the cost of return shipping will also be deducted from the refund amount.

 

Late or Missing Refunds (if applicable):

If you haven’t received your refund yet, first check your bank account again. Then contact your credit card company, as there might be a delay before the refund is officially posted. Next, contact your bank, as there is often some processing time before the refund is posted.

 

If you’ve done all this and still have not received your refund, please contact us at contact@neoones.com.

 

Refused Packages:

A $15 Non-Delivery Fee will be charged for refused shipments.