It is very important to us at NeoYou that you love your purchase. If it’s an actual manufacture default or if the product(s) is faulty, simply return the product to our NeoYou Customer Care team, along with a proof of Purchase Order Details, for a full refund, credit or exchange.

Shipping fees are non-refundable.

Our returns policy is not intended to override or limit your statutory rights in any way.

 

In the event that an order from the NeoYou Site to you the customer is not delivered due to fault of the courier company, it is the responsibility of NeoYou to either replace the product(s), refund the customer in full, provide a credit on the NeoYou Site or issue a Gift Card for the full amount depending on the original terms of sale. In the scenario that a customer’s package return to NeoYou is not delivered, it is the responsibility of the customer to accept any losses as a result of the lost package, therefore, it is essential that all returns are posted back to NeoYou via registered post with tracking facilities to the below NeoYou address.

 

IF PURCHASED ONLINE VIA AFTERPAY: The above policies apply, and products can only be returned as ticked below:

*Exchanges for product of equal value only

**Australia Only

Returns will be accepted on any faulty or wrongly described Product returned to NeoYou, following review and within a reasonable timeframe.

Our customer service team are unable to review any unassembled or used products via email or phone. All products must be physically returned either via post or courier service.

 

 

HOW TO RETURN OR EXCHANGE AN ITEM

BY POST

If you are to return a product(s), please ensure your product(s) and order adhere to the NeoYou Site terms. You will need to log into your NeoYou Account to obtain your order number to contact our customer care team at [email protected] to register a return for your submitted order.

Once you have registered for a return you will receive a Return Authorisation eMail, that must be printed off and enclosed with the returned product(s). The product(s) must be wrapped in the original packaging and must be sent back to Customer Care via registered post (a tracking number is required) within 7 days of requesting a return as set out in the NeoYou Site Terms and Conditions.

Once the goods have been received by Customer Care, the product(s) will be checked to ensure the products complies with our returns policy and a return outcome will be determined. In the scenario that the return is successful, your order will be refunded, credited or a gift card will be issued depending on the terms of original sale. In the scenario that the return is unsuccessful, Customer Care will contact you.

Please note, Sale products are not eligible for “change of mind” return. We do not issue refunds on any discounted products including any promotional discounts.

 

Customers are responsible for all return postage or courier costs for a change of mind returns and exchanges. If you are returning or exchanging a faulty, damaged or incorrectly described product NeoYou will refund all associated return packaging and postage costs.

Please ensure your return parcel is securely packaged and both sender’s address and NeoYou online return address are clearly displayed on the outside of the parcel. To avoid delivery problems, we encourage sending your return back by registered post or via a tracking number.

Online purchases that have previously been exchanged in-store can only be returned in-store and not to the below returns address.

Please allow 10 business days from the day your parcel is delivered to our distribution center for your return to be processed and your account to be credited. Once your return has been processed you will be notified via the email address provided with your original online order. Slight delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.

Afterpay online purchases returned by post to the below address will be refunded. Unfortunately, we are unable to process exchanges on online Afterpay orders via this method. Afterpay purchases will be refunded and you will be required to re-purchase online for a new order.

 

AUSTRALIAN ORDERS

 

NeoYou Returns Address:

NeoYou ONLINE RETURNS

PO BOX 1001

Coorparoo DC

Queensland 4151

AUSTRALIA

EXCHANGES

 

• If exchanging via post, please return your unwanted product as above, noting the product style you wish to exchange on the returns slip provided. The product from the original order will first be returned and a new order containing the exchanged product will be processed. We will notify you of your new order number via email once your exchange has been processed. All exchanged products will be sent via Standard delivery.

• Online After pay purchases can only be exchanged for the product of equal value.

• Any discounts received will be carried over in all exchanges. If the exchanged product is of lesser value than the original product(s), any additional rewards used towards that purchase will be forfeited.

• International orders cannot be exchanged and will be refunded in full. If you require an exchange, please place a new order at www.NeoYou.com.

CHANGE OF MIND RETURNS

An event of a “change of mind” return means any return for a product that is correctly described, is safe, of acceptable quality and not faulty.

NeoYou accepts “change of mind” returns for full priced products purchased online in accordance with the following terms:

• a return must be requested within 7 days of receipt of order
• product(s) must not be used, altered, damaged, washed, cut, or soiled
• product(s) must have all flags and tags attached
• returns must include all original packaging including dust bags and these must be in original condition as they are considered part of the product
• returns must be posted back to NeoYou head office within 7 days of issue of your return

In the event that a change of mind return does not meet any of the above terms, NeoYou reserves the right to reject the change of mind return.

To ensure you will be eligible for a return, we recommend the following:

• do not remove the product(s) from the packaging and accessories in order to avoid marking faux flowers, cloth, steams and other delicate fabrics
• do not bend the product(s) for any staging use

 

INTERNATIONAL RETURNS

If you are to return a product(s), please ensure your product(s) and order adhere to the NeoYou Site terms. You will need to log into your NeoYou Account to obtain your order number to contact our customer care team at [email protected] to register a return for your submitted order.

 

DUTIES AND TAXES

NeoYou will not be able to refund duties and taxes paid for international orders which are returned to NeoYou. We suggest you contact your local freight forward or customs offices directly for a refund of these costs in your country. If an international order is rejected by the customer for the payment of duties and taxes at the time of shipment to the customer, NeoYou will not pay for any duties and taxes to fulfil the order. We suggest you seek shipping advice for any duties and taxes for your country.

CANCELLATIONS AND ORDER AMENDMENTS

• Unfortunately, we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:
  • Change of delivery address
  • Changes to colours and sizes
  • Adding or removing items
  • Applying discounts or rewards
  • Full order cancellations

 

Please ensure all details provided are True, Full and Correct at the time of order placement.