At Neo Home Mart, we want you to be satisfied with your purchase. If you receive a product that is damaged, defective, incomplete, or different from what you ordered, we are here to help.

Please read the following Return & Refund Policy carefully before placing an order.

1. Eligibility for Returns

A product may be eligible for return or replacement if:

  • The product received is damaged or defective.
  • The product is significantly different from the product ordered.
  • The product is missing essential parts or accessories.
  • The wrong product has been delivered.
  • The product meets any other return conditions specifically mentioned on its product page.

To be eligible for a return, the product should generally be unused, undamaged, and in its original condition and packaging, along with all accessories, manuals, labels, and other items supplied with the product.

2. Return Request Period

Return or replacement requests must be submitted within [X days] of delivery.

Requests submitted after the applicable return period may not be accepted unless otherwise required under applicable law or specifically approved by Neo Home Mart.

3. How to Request a Return

To request a return or replacement, please contact our customer support team through the contact details provided on our website.

Please include:

  • Order number
  • Customer name and contact details
  • Product name
  • Reason for the return
  • Clear photographs of the product and packaging
  • A short video, where necessary, showing the issue or defect

Our team may review the information provided before approving a return, replacement, or refund.

4. Damaged Products

Please inspect your package when it is delivered.

If the package or product appears to have been damaged during transportation, please take clear photographs or videos of the package and product and contact us as soon as possible.

Where required, photographic or video evidence may be requested to help us assess the issue and coordinate with our logistics or delivery partner.

5. Wrong or Missing Items

If you receive an incorrect product or find that an essential item or accessory is missing, please contact us within the applicable return period.

After verification, we may arrange a replacement, supply the missing item, or provide an appropriate refund, depending on the circumstances and product availability.

6. Non-Returnable Conditions

A return or replacement may not be accepted where the product:

  • Has been used, damaged, modified, or altered after delivery.
  • Shows signs of misuse or improper handling.
  • Has been installed incorrectly.
  • Is returned without its original packaging or essential accessories, where these are required for the return.
  • Has been damaged due to negligence, accident, improper installation, or failure to follow product instructions.
  • Is returned after the applicable return period.
  • Falls under a product category specifically identified as non-returnable on the website.

Normal wear and tear or minor variations that do not affect the functionality of the product may not qualify for a return.

7. Return Shipping

Where the return is due to a confirmed manufacturing defect, incorrect product, or damage attributable to delivery, Neo Home Mart may arrange or bear the applicable return shipping cost, subject to verification.

For other approved returns, return shipping charges may be the customer’s responsibility, depending on the applicable product and return conditions.

8. Replacement

Where a replacement is approved, Neo Home Mart will make reasonable efforts to provide the same product.

Replacement is subject to product availability. If the same product is unavailable, we may offer an alternative solution or refund, as applicable.

9. Refunds

Once an eligible return has been received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, the refund will be processed through the applicable payment method or other appropriate method.

The time taken for the amount to appear in your account may depend on your bank, card issuer, payment gateway, or other financial institution.

10. Refund Deductions

Where applicable, refunds may be subject to deductions for shipping, return transportation, installation, handling, or other charges in accordance with the applicable return terms communicated at the time of purchase.

No deduction will be made where prohibited by applicable law.

11. Order Cancellation

If you wish to cancel an order, please contact Neo Home Mart as soon as possible.

Cancellation requests may not be accepted once an order has been processed, dispatched, or handed over to the delivery partner.

If an eligible cancellation is approved, any applicable refund will be processed according to the payment method and applicable refund terms.

12. Product Installation

For products requiring installation, customers are responsible for ensuring that installation is carried out correctly and according to the manufacturer’s or Neo Home Mart’s instructions.

Damage resulting from improper installation, unsuitable mounting surfaces, incorrect use of tools, unauthorised modifications, or misuse may not qualify for a return, replacement, or refund.

13. Exchanges

Product exchanges are subject to product availability and the applicable return conditions.

If the requested replacement is unavailable, Neo Home Mart may provide another appropriate resolution, including a refund where applicable.

14. Refund Processing Time

Once a refund is approved, Neo Home Mart will initiate the refund within [X business days], where applicable.

The actual time required for the refunded amount to reach your account may vary depending on the payment method and financial institution.

15. Important Notice

We strongly recommend that customers retain the original product packaging, invoice, accessories, manuals, and other supplied materials until they are completely satisfied with the product and the applicable return period has expired.

Neo Home Mart reserves the right to verify the condition and eligibility of a product before approving any return, replacement, or refund.

Nothing in this policy is intended to limit any rights available to customers under applicable consumer protection laws.

16. Contact Us

If you have any questions about our Return & Refund Policy or need assistance with a return, please contact us through the details provided on our Contact Us page.