Returns
Table of Contents
Deliveries
Orders are packaged and shipped within 1 or 2 business days. The average delivery times are indicated below. The working days are from Monday to Friday (excluding holidays).
The products ordered by the customer will be delivered to the address indicated by the customer when ordering on the website:
- in metropolitan France within 48 hours from the dispatch of the order.
- in the French overseas departments and territories and in Europe, within 4 to 10 days from the dispatch of the order – internationally, within 10 days from the dispatch of the order.
Except in particular cases or unavailability of one or more products, the products ordered will be delivered in one go.
NEO undertakes to make its best efforts to deliver the products ordered by the customer within the time limits specified above. However, these deadlines are given as an indication.
Several delivery solutions are offered to you at the time of the order. Including pick-up at our NEO workshop in Doussard, on the shores of Lake Annecy. Indeed, in order to reduce our impact, we encourage you, whenever possible, to come and pick up your NEO product directly at our premises.
Upon delivery, please inspect the product(s) for damage. If it turns out that products are damaged or do not correspond to your order, please notify us by email as soon as possible.
Returns
Within thirty (30) days of receiving the order, the customer may ask NEO to return the product(s).
Return shipping is at the customer’s expense and responsibility. Products must be returned in their original packaging, in their original condition, new, unworn, and unwashed, to the following address or dropped off at the Dossard workshop:
NEO SAS
ZA des Vernays
74 210 Doussard
France
To make a return, please contact us by email on NEO.
Once the return is accepted: you will have to return the product(s) at your own expense and bear the return shipping costs.
The products must be in their original packaging. They must be packaged and the return number must be clearly identified on the return package or inside the package.
Your order will be refunded according to the payment method used at the time of purchase, upon receipt of the package and depending on the condition of the product(s).
Refund and return shipping costs
Refunds following a return:
- NEO will refund the amount of the product(s) within fourteen (14) days from the date on which NEO was informed of the customer’s decision to withdraw.
- The customer is required to return the goods to NEO without undue delay, within fourteen days of notifying NEO of their decision to withdraw from the contract via their customer account. NEO will provide the customer with confirmation before the return shipment. All necessary formalities will be outlined therein.
- The customer will have to return their order at their own expense and bear the return shipping costs.
If the customer fails to comply with these conditions, in particular the conditions for return or exchange, NEO will not be able to refund the products concerned.
To receive another item to replace your returned item, you will need to place a new order online.
For any other questions, please send us an email to: neo@neoatelier.fr