Overview
At Neo Collection, your satisfaction is our priority. If for any reason you are not completely satisfied with your purchase, we’re here to help. This Return and Refund Policy outlines the conditions under which you may return products and receive a refund or exchange.
Returns
2.1 Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
- The item must be unused, in the same condition that you received it, and in its original packaging.
- The return request must be made within 14 days of receiving your order.
- Items that are customized, made-to-order, or marked as final sale are not eligible for return unless they arrive damaged or defective.
2.2 Non-Returnable Items
Certain items cannot be returned, including:
- Custom-made or personalized items
- Items marked as “Final Sale”
- Gift cards
- Items that have been used, assembled, or altered
2.3 How to Initiate a Return
To initiate a return, please follow these steps:
- Contact our Customer Service team at [Your Email Address] or call [Your Phone Number] to request a Return Authorization (RA) number. Provide your order number and details about the item you wish to return.
- Once your return is approved, you will receive instructions on how to ship the item back to us. Please note that the customer is responsible for the cost of return shipping unless the item is damaged or defective upon arrival.
- Pack the item securely in its original packaging, including any accessories, manuals, and documentation. Clearly mark the RA number on the outside of the package.
2.4 Inspection and Approval
Once we receive your returned item, our team will inspect it to ensure it meets the eligibility criteria. We will notify you of the status of your return within 5 business days of receiving the item. If your return is approved, we will process your refund or exchange.
Refunds
3.1 Refund Method
If your return is approved, you will receive a refund in the original form of payment. Please allow up to 7-10 business days for the refund to appear in your account, depending on your payment provider.
3.2 Partial Refunds
In certain situations, only partial refunds may be granted (if applicable):
- Items that show signs of use or are not in their original condition
- Items returned more than 14 days after delivery
- Any item not in its original packaging or missing parts for reasons not due to our error
3.3 Shipping Costs
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless the item was damaged or defective.
Exchanges
4.1 Eligibility for Exchanges
If you received a damaged or defective item, you may request an exchange for the same item. To initiate an exchange, contact our Customer Service team within 7 days of receiving your order. We will arrange for the item to be picked up and a replacement to be sent to you at no additional cost.
4.2 Processing Exchanges
Once we receive and inspect the returned item, we will process the exchange and ship the replacement item to you. Please allow [Specify Timeframe] for the exchange to be completed.
Damaged or Defective Items
5.1 Reporting Damages
If your item arrives damaged or defective, please contact our Customer Service team within 48 hours of delivery. Provide photos of the damage or defect along with your order number and a description of the issue.
5.2 Resolution Options
Depending on the situation, we will offer one of the following resolutions:
- A replacement item at no additional cost
- A full refund, including any shipping charges
- Store credit for the value of the item
Cancellations
6.1 Order Cancellations
If you need to cancel your order, please contact us as soon as possible. If your order has not yet been processed or shipped, we will cancel it and issue a full refund. If the order has already been shipped, you may need to follow the return process outlined above.
Contact Us
If you have any questions or concerns about our Return and Refund Policy, please don’t hesitate to reach out to us. We’re here to help you and ensure you have a positive shopping experience with Neo Collection.
Email: neocollectionbd@gmail.com
Phone: 01723-355722
Showroom Address
121 , DIT EXTENSION ROAD FOKIRAPUL DHAKA-1000
Factory Address
Neo Collection, 37/2, Rahamatpur, Pardagair, Jatrabari, Dhaka-1236