Refund and Returns Policy
Effective Date: December 31, 2024
At Neohato, we strive to ensure customer satisfaction with every purchase. This Refund and Returns Policy outlines the process and conditions under which returns and refunds are handled. By purchasing from our website, you agree to the terms detailed below.
1. Eligibility for Returns
We accept returns for most items within 30 days of delivery, provided the following conditions are met:
- The item is unused, unworn, and in its original packaging with all tags attached.
- A valid proof of purchase, such as an order receipt or invoice, is provided.
- The item is not excluded from return eligibility, such as final sale items or personalized products.
2. Non-Returnable Items
The following items are not eligible for returns:
- Customized or personalized products.
- Perishable goods or items that pose hygiene risks once opened.
- Gift cards or promotional items.
3. Process for Returns
To initiate a return:
- Contact our customer service team at info@neohato.net or (770) 938-3759 to request a Return Authorization (RA) number.
- Package the item securely, including the RA number and proof of purchase.
- Ship the package to the address provided by our team.
Customers are responsible for return shipping costs unless the return is due to a defective or incorrect item. We recommend using a trackable shipping service to ensure safe delivery.
4. Refund Policy
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, refunds will be processed within 7-10 business days to the original payment method.
5. Exchange Policy
We offer exchanges for defective or damaged items. Contact us within 7 days of delivery to request an exchange. If the desired replacement is unavailable, a refund will be issued instead.
6. Damaged or Defective Items
If your item arrives damaged or defective, please notify us within 7 days of receipt. Provide photographs and a description of the issue for prompt resolution.
7. Cancellation Policy
Orders can be canceled within 24 hours of placement for a full refund. After this period, cancellations may not be possible if the order has already been processed or shipped.
8. Contact Information
If you have questions or need assistance with returns and refunds, please reach out:
Address: 4190 Tuckersham Ln, Tucker, Georgia(GA), 30084
Phone: (770) 938-3759
Email: info@neohato.net
Website: https://neohato.net/