Refund policy

We want you to love your Neo Route purchase. If something isn’t right, our return process is simple and fair.

Quick Summary

Return window: 90 days from delivery.
Items must be unused, in original condition (tags and packaging included).
Size exchange — free.
Refunds are issued to the original payment method after inspection.

Return Eligibility

To be eligible for a return, your item must be unused, unwashed, undamaged, and include all original packaging and accessories. Requests must be made within 14 days of delivery with proof of purchase (order number or email).

Non-Returnable Items

Gift cards
Final sale or clearance items
Used or damaged items not due to a manufacturing defect
Opened hygiene-sensitive products where applicable

Exchanges (Size or Variant)

Size exchange is free if requested within 90 days and the product is in original condition.

How to Start a Return

Email info@neo-route.com with your order number, item(s), and reason for return.
We’ll send return instructions and, if applicable, a prepaid shipping label.
Pack items securely and include all original packaging and accessories.

Refunds

Once your return is received and approved, refunds are typically processed within 3–7 business days. Processing times may vary depending on your bank or payment provider.

Return Shipping Costs

Returns are absolutely free for buyers.

Damaged or Lost Packages

If your order arrives damaged or defective, please contact info@neo-route.com within 7 days of delivery and include clear photos of the issue. If tracking shows delivered but you can’t locate the package, reach out to the carrier first, then email us for help.

International Orders

International returns are accepted. However, shipping costs, customs duties, and taxes are generally non-refundable and are not covered by Neo Route unless due to an error on our part.

Warranty

All Neo Route products are covered by a 12-month warranty against manufacturing defects. This warranty does not cover normal wear and tear, misuse, or accidental damage. To file a claim, contact us via info@neo-route.com.