This Returns & Refunds Policy explains how Neosgo evaluates return requests, quality claims, and refund eligibility. Listing-specific terms, final-sale notices, and negotiated commercial terms may override parts of this policy where clearly disclosed.
Policy hierarchy. If a listing or written commercial agreement states different return terms, that more specific term controls for the applicable order.
1. Standard Return Eligibility
Eligible stock products may generally be requested for return within 30 days of delivery unless the listing is marked final sale, made-to-order, custom, restricted, or otherwise non-returnable. Returned items must be in the condition reasonably expected under the applicable listing terms.
2. Quality and Fulfillment Claims
If an item is damaged in transit, materially not as described, missing key components, or the wrong item was delivered, buyers should notify Neosgo promptly and provide supporting documentation such as photos, packaging evidence, and shipment details.
3. Non-Returnable Categories
- Custom, personalized, built-to-order, or specially sourced products unless defective or otherwise required by law.
- Items marked final sale, clearance, or non-returnable on the listing or order confirmation.
- Products showing misuse, abuse, unauthorized modification, improper installation, or damage caused after delivery.
- Returned goods missing substantial components, serial identifiers, or original packaging when such materials are reasonably required for inspection and resale.
4. Return Shipping Responsibility
For discretionary or non-quality-related returns, the buyer is generally responsible for return shipping and related handling costs. For verified quality, fulfillment, or shipping-error claims, Neosgo may provide a prepaid label, arrange carrier recovery, issue credit, or apply another remedy appropriate to the claim.
5. Return Process
- Submit a return or claim request with order details, return reason, and supporting evidence.
- Wait for Neosgo to review eligibility and provide instructions before shipping anything back.
- Package the item securely and follow the issued return authorization or carrier instructions.
- After receipt and inspection, Neosgo will confirm the approved resolution, which may include refund, replacement, credit, or denial with explanation.
6. Refund Timing and Method
Approved refunds are generally returned to the original payment method unless another remedy is agreed in writing. Banking timelines vary, and financial institutions may take additional business days to reflect the credit after Neosgo processes the refund.
7. Partial Refunds and Restocking
Partial refunds, deductions, or restocking charges may apply when a return arrives incomplete, materially used, damaged because of inadequate return packaging, or otherwise outside approved conditions.
8. Abuse Prevention
Neosgo may deny requests, delay refunds, or restrict account privileges when return activity indicates fraud, abuse, repeated policy circumvention, false damage reporting, or inconsistent shipment evidence.
9. Contact
Returns and refund support is available at cs@neosgo.com.