Return & Exchange Policy
Return & Exchange Policy
By placing an order, you confirm that you have read, understood, and agreed to the following policy.
Cancellation
We accept order cancellations before the order has been shipped.
Once an order has been shipped, it cannot be cancelled.
If your order has not yet been shipped, we can also assist with order changes.
To request a cancellation or modification, please contact us at info@neow.co.nz as soon as possible.
Returns & Resends
Our policy lasts 15 days from the date of delivery.
If 15 days have passed since you received your item, we are unable to offer a return, refund, or resend.
Please note:
We do not accept returns or refunds for change of mind.
We only accept returns or resends under the following conditions:
1. Returns
Returns are accepted only if the item is faulty due to our error, such as:
- Incorrect item received
- Damaged item (not caused by misuse)
Items must be returned with proof of purchase.
Customers are responsible for return shipping costs.
If the issue is confirmed to be due to our error, return shipping costs may be reimbursed.
Non-returnable items include:
- Gift cards
- Downloadable software products
- Health and personal care items
- Any used or opened products (unless faulty)
2. Resend
If your order is incorrect or faulty due to our mistake, we will resend the correct item at no additional cost.
If the item is damaged during shipping, we may offer a replacement.
In some cases, partial shipping costs may apply.
Refunds (if applicable)
Once your returned item is received and inspected, we will notify you via email.
If approved, your refund will be processed and issued to your original payment method within a few business days.
Partial Refunds
If the item is damaged during transit and returning it is inconvenient, we may offer a partial refund as a resolution.
Contact Us
For any return, refund, or order issues, please contact us at:
info@neow.co.nz