We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
You can always contact us for any return question at support@neo-vibe.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Customs
If you are returning item/s to us from outside of the EU, you may incur customs fees for us to receive your item.
HOW TO RETURN
1) Check the date on which you receive the order, if 30 days have not yet passed, you can return your order.
2) Contact us and we will send you a return form via email.
3) Please send us now the filled out form by email to support@neo-vibe.com and we will confirm the return. Please don't send us orders back without our refund confirmation mail. Items sent back to us without first requesting a return will not be accepted.
4) After you have received the confirmation email from us, pack the goods as securely as possible to prevent damage during transport. Please include our return form in the order, otherwise we can not assign your return. We always recommend returning your items via a tracked service as we unfortunately can't be held responsible for any items that do not reach us.
5) Go to your local post office and send your order back to our warehouse. After we have received your order, we will process it and transfer your money back to you.
If you paid with PayPal, you can get the costs for the return shipping back, just google PayPal Free Return. Please note that we cannot assume the costs for the return to our warehouse, if you used other payment providers.
EU / International Customers
Please note, if you are returning item/s to us from outside of the EU, you may incur customs fees for us to receive your item. As our return policy stipulates that the return postage costs are the full duty of the customer, this includes any custom fees incurred in the postage of the return parcel. Exclusions to this include if the product is faulty/damaged before wear or use. In that case, please contact our support team.
Customs fees and other charges will be deducted from your refund amount after we receive your item.
