Refund policy

This refund policy is for Neo of Sweden (NOS) users who have problems with the order, product or similar. NOS will process the refund in 24-48 hours.
NOS makes an effort to provide the best service for all users. To better solve the return and refund issue, please view the following content.

What you need to provide:

1. Photos/videos of the damaged item. Please send us the materials to prove the damage.
2. Screenshots of the dispute, which include name, date and content. For example, a customer complaint/dispute raises through PayPal Dispute, e-mail, chat window, etc.

How to request a refund:

1. Contact NOS at info@neoofsweden.se.
2. Send photos/videos of the damaged product and screenshots of dispute.

Please note that:

The money will be refunded to the original payment channel (PayPal or credit card).

Cases that NOS makes refunds:

1. Damaged Products

If the arrived product is damaged, NOS offers a full refund or replacement.

2. Incorrect or Missing Products

NOS has a strict quality control standard. Every product will be checked before delivery. If any of the following circumstances exist, we offer a full refund or replacement:

• Incorrect product
• Product with the wrong color, size, etc
• Product with a missing component

Please note that:

You don’t need to return the incorrect product. We will refund or resend the right one to you.

If you have any questions about size, please provide photos of the measurement. Make sure that you measure the item in the correct method. You can send the result to our customer service and we will deal with it asap.

3. Products Out of Stock

NOS offers a full refund if the product is out of stock. We will notify you and make the refund or replacement.

4. Products Unable to Ship

NOS offers a full refund if the product can not be shipped. Due to the limited transportation, some products do not have proper shipping option. We will notify you in time and make the refund.

5. Delayed Orders

NOS offers a full refund if the order delays. It will be counted from the date that the package leaves the warehouse.

• In normal circumstances, more than 30 days.
• In the busy season, more than 40 days, such as Black Friday, Cyber Monday, Christmas, etc.
• In unforeseen circumstances, such as epidemics etc, the date will be different. Please pay attention to our notification email and message.

Please note that:

1. For orders shipped to the USA, European countries, New Zealand, Canada, NOS will refund if the total shipping time is more than 30 days.
2. For orders shipped to South America, Middle East, India, Africa, NOS will refund if the total shipping time is more than 60 days.
3. Order delay caused by delivery pending, such as an insufficient address, package unclaimed, inability to contact the customer, etc, NOS will not refund you.

6. Cancel Orders

NOS offers a full refund if the order cancels before the product is shipped. But we will not offer a refund if the product is customized

7. Missing Packages

NOS offers a full refund if the package is missing during the delivery.

8. Other Conditions

NOS offers a warranty for all products. The warranty period is 30 days from the day of receipt of the product. After 30 days, we don’t support refunds.

Cases that NOS does not make refunds:

1. Order Delivered

NOS will not offer a refund or resend if the tracking info shows ‘order delivered.’

2. Package Unclaimed

If the package is unclaimed, it will be destroyed by the local carrier within 48 hours.

3. Tracking Information Alert

NOS will not offer a refund or resend if the tracking info alerts. The following reasons may cause the alert:

• Incorrect/insufficient Address
• Refused Package
• Customs Clearance
• Non-Existing Number
• Unknown Recipient

Explanation

1. Expiration Date of Raising Dispute

You can raise a dispute within 30 days from the date you receive the product.

2. Dispute Denied

The following disputes will be denied.

• No Tracking Info

NOS will deny your dispute if the tracking info expired. Generally, the post office will keep tracking information of the order for 180 days.

• Destination

NOS will deny the dispute if your order is shipped to the following countries:

Haiti; Kyrgyzstan; Madagascar; Mauritius; Bangladesh; Nepal; Nicaragua; Swaziland; Jamaica; Zambia; Ecuador; Peru; Bolivia; Chile; Argentina; Uruguay; Egypt; Sudan; Libya; Algeria; Angola; Bahamas; Benin; Belize City; Burundi; Dominican Republic; Gambia; Grenada; Cuba; Palestine; Paraguay; Guatemala; Reunion; The Commonwealth of Puerto Rico; Hawaii; Alaska; Guadeloupe; Martinique; and French Guiana.

• Force Majeure

NOS will deny the dispute of any product damaged or shipping delay caused by the act of God, epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.

• Others

NOS will deny the disputes caused by the following reasons:

1. You do not like the product.
2. Item doesn’t match the listing description, such as inaccurate measurement.
3. Product smells unusual.

3. Return

Do not send returns without first contacting Neo of Sweden. If you need to return the product, please pay attention to the following aspects:

• You need to return the product within 10 days after receiving it.
• The product is in good condition and does not affect the secondary sales.
• You need to pay the shipping cost.

Send all returns to the following address:
Return – Neo of Sweden
Sommarlovsvägen 22
393 63  Kalmar, Sweden

If you’ve returned the product, please send the tracking number to our customer service at info@neoofsweden.se.

NOS always makes an effort to provide the best service. If you have any other questions, please feel free to contact us at info@neoofsweden.se.

Last Updated: January 1, 2024