Refund policy

At NEOSHOPERS, we aim to provide a satisfactory shopping experience. Please review product descriptions, images, and size charts carefully before placing an order.

1. Return Eligibility

A return or replacement request may be considered if:

You receive a damaged product.
You receive a defective product.
You receive a product different from the one ordered.

Please contact our support team within 48 hours of delivery to report an eligible issue.

2. How to Report an Issue

Please provide the following information:

Order number.
Clear photographs of the product.
Photographs of the outer packaging, where available.
A brief description of the issue.

Our team may request additional information to verify the claim. The product and packaging should be retained until the review is complete.

3. Verification and Resolution

After reviewing your request, we will inform you of the available resolution. Depending on the circumstances and stock availability, an approved claim may result in:

A replacement of the same product.
A suitable replacement of comparable value, with your agreement where appropriate.
A refund where a replacement cannot reasonably be provided or where required by applicable law.

4. Refund Eligibility

Refunds may be considered in circumstances such as:

An eligible prepaid order is cancelled by NEOSHOPERS before dispatch.
A product becomes unavailable after payment.
The delivery location is not serviceable and the order cannot be fulfilled.
An approved damaged, defective, or incorrect-product claim cannot be resolved through replacement.

Refunds will generally be initiated to the original payment method. For cash-on-delivery orders, the customer may be asked to provide suitable refund details through a secure process.

5. Refund Processing Time

Once approved, refunds are generally initiated within 5–10 business days. The time taken for the amount to appear in your account depends on your bank or payment provider.

6. Order Cancellation

You may request cancellation within 3 hours of placing an order, provided processing or dispatch has not started.

Once an order has entered processing or has been dispatched, cancellation may no longer be possible. Contact us promptly to check the status of your order.

If a cancellation is approved, any eligible refund will be processed according to this policy.

7. Items Generally Not Eligible for Return

Except where required by applicable law or where the product is damaged, defective, or incorrect, we generally do not accept returns for:

Change of mind after purchase.
Incorrect size selected by the customer, where the correct item was supplied.
A preference for a different colour, design, or style.
Minor colour variations caused by screen settings or lighting.
Products that have been used, washed, altered, or damaged after delivery.
Issues reported after the stated reporting period, subject to applicable consumer rights.