Overview
At Neo Electronics Online Store, customer satisfaction is our priority. However, due to the nature of electronic products, we accept refunds only for items with verified factory defects and not for issues arising from customer misuse or damage.
Eligibility for Refunds
A refund or replacement request is valid if:
- The product has a manufacturer or factory defect.
- The request is made within 7 days of delivery.
- The product is returned in its original packaging with all accessories, manuals, and proof of purchase.
Non-Refundable Cases
Refunds will not be granted if:
- The item was damaged due to customer negligence, misuse, power surge, or water damage.
- The product seal or packaging has been tampered with.
- The issue results from improper installation or third-party repair.
- The item was purchased on clearance or promo sale (unless defective).
Verification Process
All returned products are inspected by our technical team.
If the defect is confirmed to be factory-related, you may choose between:
- A full refund (processed within 5–10 business days), or
- A replacement of the same model (subject to availability).
If the product passes inspection and is deemed functional, it will be returned to you, and no refund will be issued.
Return Procedure
- Contact support@neostore.ng within 7 days of receiving your item.
- Provide your order number, photos/videos of the defect, and a brief description of the issue.
- Once approved, you’ll receive instructions on how to return the product to our designated logistics partner or drop-off point.
Shipping Costs
- If the return is due to a factory defect, Neo Store covers the return shipping cost.
- If the product is returned without valid reason, the customer bears the shipping cost.
Refund Timeline
Approved refunds are processed to your original payment method within 5–10 business days after inspection and confirmation.