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Returning Faulty Items

Our returns and refund policies do not limit other rights and remedies you may have under law such as the Australian Consumer Law, including in respect of faulty items. If you need to return a faulty item, please contact 0450 627 020 for assistance.

If an item purchased from Neo Trends is faulty, any related return and refund rights we offer you will apply in addition to, and do not limit, other rights and remedies you may have under law, including under the Australian Consumer Law.

If you identify a faulty item within the relevant return window for that item, contact 0450 627 020.

Where possible, please notify us of faulty items within 30 days from receipt of delivery.

Faulty items do not have to be returned in their original packaging, but must be packaged appropriately to avoid damage during the return shipping process.

Factors such as age, price, the item’s condition and the disclosures made about the item may be relevant to your return and refund rights under the Australian Consumer Law. The Australian Consumer Law also applies to used and refurbished items.

Customer Damage

Neo Trends is not required to accept any returned item that, as a result of customer negligence, misuse or tampering is, damaged, missing parts or in unsellable condition.

Electronics

Neo Trends will provide you with a replacement or a full refund of the purchase price of an electronic item if the item:

• didn’t start when it arrived; or
• arrived in damaged condition,

and you return the item to us within 30 days from receipt of delivery.

Neo Trends may test items that are returned because they did not start when they arrived and this may result in the customer being charged a testing fee equal to 15 percent of the item purchase price if the customer misrepresents the condition of the item.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Processing time for returns may take 1-5 business days after we receive the item(s). Please note that it can take 15-25 days for an item to reach us once you return it.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us via email.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item contact 0450 627 020.

Shipping returns

To return your product contact 0450 627 020 to give you instructions on how to return the product.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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