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You may return the item unused and in its original condition within 30 days from the purchase date. Please note by original condition we mean the item must be in all of the original packaging and labels must be in good condition so the product can be resold at full price. The product must not be used. We will provide a refund ensuring your product meets our terms and conditions.
After 30 days from the purchase date you are no longer eligible for a refund, in the event the item is returned after this time frame you can claim store credit from our website only, this will be for the same value as when purchased.
If your product develops a fault within 30 days of purchase please contact us and we will provide replacement parts or a full replacement if necessary. By faulty we mean unusable, broken or not as described.
After 30 days from the purchase date we have statutory rights to refuse a refund in order to attempt to repair or replace the item. Only if the repair or replacement is unsuccessful will you be reimbursed. Reimbursement will be provided in the form of store credit only*. Any product within our warranty period will be repaired or replaced in accordance with the terms of the Consumer Rights Act 2015.
*Store credit is valid for one year from the date of issue and the value can be used towards any item on the Neo Direct website. The store credit voucher code can only be used once. Any returns made from a store credit purchase will be refunded as store credit also.
Our return process is free for the return of damaged or faulty goods, please contact us to obtain prepaid details. Postage is to be paid by the customer if you are returning an item due to a change of mind.
We do not reimburse postage fees, if you encounter a fee at your local post office or parcel shop we will not be held liable for this.