Contact before arranging a return
For a return or delivery issue, contact NeoEngress through the Contact page with the order reference and a brief description. Next steps can be arranged for the specific case.
Return shipping arrangements are addressed if a return arises, under the accepted Order Documents and applicable law.
No general voluntary change-of-mind program
NeoEngress does not offer a general voluntary change-of-mind return program for standard or made-to-order products. This statement does not remove a statutory consumer withdrawal right, a remedy for nonconformity or defect, an agreed cancellation right, or another right expressly provided in the Order Documents.
Customer-requested cancellation before delivery
A customer may ask in writing to cancel an accepted order before delivery. Any settlement is determined under the accepted Sales Terms and applicable law in light of the order's circumstances.
This business-cancellation process is not a fixed forfeiture and does not replace or reduce a consumer's statutory withdrawal right. If a statutory right applies, its own conditions, refund rules and permitted return costs control.
Consumer withdrawal where the law provides it
A consumer who enters into a distance-sale contract may have a statutory period to withdraw without giving a reason. The applicable duration, start date, procedure and exceptions depend on the governing law and transaction. Where relevant, the transaction documents will provide the required notice before contract and explain how to exercise the right. Goods made to a consumer's specifications or clearly personalized may be excluded from that statutory withdrawal right where applicable law permits.
When a statutory withdrawal right applies, its return and reimbursement requirements follow the governing law and the transaction-specific notice. A business-order cancellation calculation does not replace those requirements.
Return freight, customs and other return costs
For a consumer withdrawal, responsibility for return shipping and associated costs is addressed in the applicable Order Documents, subject to mandatory law and any required pre-contract disclosure.
The company address referenced in the Website Terms is for contact, not return freight. Return shipping instructions will be provided if a return arises. Outbound delivery terms do not automatically govern returns.
These change-of-mind allocations do not apply to parts, freight or other costs that NeoEngress must bear for a defect, nonconformity or warranty remedy under applicable law or the accepted Sales Terms.
Transit damage, shortage or delivery discrepancy
Visible transit damage, missing packages or an apparent shortage should be reported promptly through the Contact page.
Product mismatch, defect and nonconformity
A reported mismatch, defect or nonconformity is evaluated under the accepted Order Documents and applicable law, separately from a change of mind. NeoEngress will discuss appropriate next steps for the specific case.
Any statutory right to reject, repair, replace, reduce the price, cancel or obtain a refund is determined by applicable law and the transaction facts. This page does not require a customer to accept an inadequate remedy or reclassify a nonconformity as a change-of-mind return.
Limited warranty and service visits
Any voluntary commercial warranty is described in the accepted Order Documents. It is additional to rights that cannot lawfully be excluded. Remote support and shipment of replacement parts are the preferred service methods for a covered warranty issue, where appropriate. On-site attendance is not part of the standard warranty service; if separately requested and agreed, the customer bears the agreed labor, travel, accommodation and related costs to the extent permitted by law.
Refund arrangements and related policies
When an agreed refund is due, NeoEngress will make the payment according to that agreement. Refunds required by law follow applicable law. The receiving account or other payment route can be discussed and agreed for the refund, subject to any legally required method.
See Payment and Shipping, Product Policy, and any Sales Terms or Limited Warranty accepted for the order.