Start with the reason
Contact info@neoengress.com before shipping anything back. Explain whether the issue concerns transit damage, a possible nonconformity or warranty claim, a cancellation, or a consumer change-of-mind withdrawal. We will first assess whether remote diagnosis, a part replacement or another proportionate remedy can resolve the issue. Do not dispatch a product without written routing instructions.
Standard and made-to-order products
NeoEngress does not offer a general voluntary change-of-mind return program for standard or made-to-order products. This does not limit a right or remedy that applicable law requires or that the accepted order documents expressly provide. A cancellation before delivery is handled under the applicable Sales Terms and any mandatory law; the initial payment is not automatically forfeited as a fixed penalty.
Consumer withdrawal
Where a consumer has a statutory right to withdraw from a distance sale, that right and its deadline are governed by applicable law. Any exception for goods made to consumer specifications or clearly personalized is assessed against the legal requirements for the particular order; “made to order” alone is not a blanket exception. A personal name or removable decal is not automatically treated as clearly personalized.
Before an accepted consumer order, the transaction documents must identify whether a withdrawal right applies, the applicable process, and who bears direct return costs. For bulky goods that cannot normally be returned by post, a reasonable return-cost estimate or other disclosure required by law will be supplied before contract. Where the consumer validly withdraws and is responsible for return costs, the consumer arranges and pays the authorized return shipment and lawfully allocable return-route charges. This allocation does not apply to costs NeoEngress must bear for a defect or nonconformity remedy.
Defects, nonconformity and warranty
A concern about a product not matching the accepted scope is handled separately from a change of mind. Tell us promptly after discovery and provide reasonably available descriptions, photographs or measurements. NeoEngress will investigate and use an effective, proportionate remedy within a reasonable time, preserving all mandatory rights. Reasonable parts and freight for a covered warranty issue are handled under the applicable Limited Warranty; on-site visits are not part of the standard remedy.
Refunds and return routing
If a refund is legally or contractually due, its amount, permitted deductions and timing follow the applicable law and Order Documents. Returns require written coordination so packing, carrier, customs paperwork and destination are correct. Consumer withdrawal, agreed business cancellation, transit damage and warranty/nonconformity are not interchangeable categories.
Related terms
See Payment and Shipping, Product Use and Safety, and the Sales Terms and Limited Warranty supplied with the quotation.