Refund policy

Returns & Refunds

We want you to be satisfied with your purchase from NEOS. If you experience an issue with your order, please contact us at neosshop@outlook.com.

30-Day Return Policy

We accept return requests within 30 days of delivery.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging, with all included accessories. You will also need your receipt or proof of purchase.

To request a return, contact us at neosshop@outlook.com before sending the product back.

If your return is accepted, we will provide you with return instructions and the appropriate return address. Please do not send any items back before contacting us. Items returned without prior approval may not be accepted.

Customers may be responsible for return shipping costs for change-of-mind returns. If an item arrives damaged, defective, or incorrect, please contact us so we can review the issue and determine the appropriate resolution.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your item is damaged or defective, or you receive the wrong product, contact us as soon as possible at neosshop@outlook.com.

Please include your order number and photos or video showing the issue when possible. We will review the issue and, when appropriate, arrange a replacement, return, or refund.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including gift cards and items that have been damaged through misuse or improper handling after delivery.

If you have questions about whether your item is eligible for a return, please contact us before sending anything back.

Exchanges

If you would like a different item, contact us first. Once an eligible return has been approved and processed, you may place a new order for the item you want.

Refunds

Once an approved return is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow time for your bank or payment provider to process and post the refund.

Original shipping charges, if applicable, may not be refundable unless the product arrived damaged, defective, or incorrect.

Order Cancellations

If you need to cancel or change an order, contact us at neosshop@outlook.com as soon as possible.

Because orders may be sent for fulfillment shortly after purchase, we cannot guarantee that an order can be cancelled or changed once processing has begun.