Refund and Returns Policy (effective as of December 31, 2024)
Introduction
Thank you for shopping with Neohato.com. We strive to offer products that meet the highest standards of quality. If you are not completely satisfied with your purchase, this Refund and Returns Policy will help guide you through the process.
Returns Eligibility
You are eligible for a return under the following conditions:
Return Timeframe:
Products may be returned within 30 days from the date of delivery.Condition of Products:
The products must be unused, undamaged, and in their original packaging. We cannot accept returns on products that have been used or damaged.Exclusions:
Some items may not be eligible for return, including personalized products, gift cards, and final sale items. Please check the product page for specific details.
Return Process
To initiate a return, follow these steps:
Contact Us:
Contact our customer service team at info@neohato.com or call (912) 352-2109 within 30 days of receiving your order to notify us of your intent to return.Return Authorization:
You will receive a Return Merchandise Authorization (RMA) number and further instructions on how to return your items.Packaging:
Please ensure the items are securely packaged to prevent damage during return shipping. You are responsible for the cost of return shipping unless the product was defective or incorrect.
Refunds
Once we receive and inspect your return, we will issue a refund to your original payment method. Refunds will be processed within 7-10 business days of receiving the returned product. The original shipping costs are non-refundable unless the return was due to a defect or an error on our part.
Exchanges
If you would like to exchange a product for a different size or color, please contact our customer service team. Exchanges are subject to product availability and may require additional shipping charges.
Defective or Damaged Products
If your product arrives defective or damaged, please contact us immediately at info@neohato.com or call (912) 352-2109. We will provide instructions for returning the item and will either issue a full refund or send a replacement at no additional cost to you.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Personalized or custom products
- Opened or used products (unless damaged or defective)
Cancellations
Orders can be canceled before they are shipped. If you need to cancel an order, please contact us immediately. Once an order has been shipped, the return policy will apply.
Shipping Fees
Return shipping fees are the responsibility of the customer unless the return is due to a mistake made by us (such as sending the wrong item or a defective product). We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned item.
Changes to This Policy
We may update this Refund and Returns Policy from time to time. Any changes will be posted on this page, and the new effective date will be updated accordingly. We encourage you to review this policy periodically.
Contact Us
If you have any questions regarding our Refund and Returns Policy, please contact us at:
Address: 135 Hampstead Ave #1009, Savannah, Georgia
Phone Number: (912) 352-2109
Email: info@neohato.com
Website: www.neohato.com