Returns & Refunds Policy for Neoma

Effective Date: 20th August 2024

At Neoma, we are committed to providing high-quality products and customer satisfaction. However, due to the nature of our products, we have a strict returns and refunds policy. Please read the following carefully before making your purchase.

1. No Returns or Exchanges

We do not accept returns or exchanges unless the item you purchased is defective or damaged upon arrival. Please ensure you choose your items carefully before completing your purchase. Due to hygiene reasons, we cannot accept returns for clothing, heat packs, or any other personal-use products.

2. Defective or Damaged Items

If you receive a defective or damaged item, you must notify us within 5 business days of receiving the product. Please follow these steps:

  1. Email us at [your email address] with your order number, details of the defect or damage, and photographs clearly showing the issue.
  2. Upon reviewing the claim, we will determine if a replacement or refund is appropriate.

If we authorize a return for a defective or damaged product, we will cover the cost of return shipping. The product must be returned in its original packaging, unused, and with all tags and labels intact.

3. Refunds

Refunds will only be issued under the following circumstances:

  • The product is confirmed to be defective or damaged upon arrival.
  • We are unable to replace the defective or damaged product.

If a refund is approved, it will be processed using the original payment method. Please allow 7-10 business days for the refund to appear in your account.

4. Non-Refundable Situations

Refunds will not be granted in the following situations:

  • You changed your mind after purchasing the product.
  • The product was used, damaged by misuse, or altered after delivery.
  • You provided incorrect information at the time of purchase (e.g., wrong size, color, or address).
  • The issue was reported beyond the 5-business-day window after delivery.

5. Clearance and Sale Items

All clearance and sale items are final sale and cannot be returned, exchanged, or refunded under any circumstances, unless defective or damaged on arrival.

6. Shipping Costs

Shipping costs are non-refundable, except in cases where we have authorized a return due to the product being defective or damaged. If you are eligible for a return, we will cover the cost of return shipping.

7. Contact Us

For any questions regarding our Returns and Refunds Policy, please contact us at:

Email: info@neoma.co.nz

By making a purchase from Neoma, you agree to the terms outlined in this Returns and Refunds Policy. Please ensure you fully understand this policy before completing your purchase.