Refund policy
RIGHT OF WITHDRAWAL
You can return all or part of the items purchased online within 14 days of receiving the order by contacting customer service in advance by sending an email to shop@neonoptic.com . We are available to support you with information throughout the process.
The 14-day withdrawal period is calculated starting from the day on which the Customer, or a third party nominated by him, excluding the courier, has/have taken possession of the items.
To respect the expiry of the withdrawal period, the Customer must inform Neotric Srl of his/her wish to exercise the right of withdrawal before the withdrawal period has ended. The Customer must return the products at his own expense to the address indicated to him by email by customer assistance.
Please note: customized products, as created specifically for the customer, cannot be returned unless there is a manufacturing defect.
If the Customer decides to withdraw from the contract, the payment made will be refunded. It is possible to obtain a refund on returned Products only if the return takes place in compliance with our criteria. The Customer will have to compensate for any decrease in the value of the items in case this is due to improper treatment by the Customer during the verification of the items. In the event that Neotric Srl discovers that one or more parts of the goods are missing, the company reserves the right not to accept the returned product, or to charge the cost of the missing parts. The same payment method chosen by the Customer during the first transaction will be used for the refund. The refund will be made after inspection of the products and will be net of transport costs.
GOODS EXCHANGE
If you wish to exchange a Product, please contact support by sending an email to shop@neonoptic.com . Before proceeding with the replacement it is necessary to receive the product at the address indicated by the assistance. If the replacement product is of the same value, we will ship it; if the replacement product has a higher value, it will be shipped as soon as we receive the difference in price; if the replacement product is of a lower value, we will refund the difference and proceed with the shipment. Transport costs are charged to the customer, please read the "shipping" page.
If all of the above conditions have been met, we will refund the total purchase price of the returned items (original shipping charges cannot be refunded).
The refund will be made after the return has been received and passed through quality control.
Please note that refunds can only be credited to the same payment method used for the initial purchase.
The refund procedure can last from 7 to 14 days from the date of receipt of the items, depending on the method used for payment.
