Refund policy
We want you to be completely satisfied with your purchase from Neo Casa. That's why we offer a generous 30-day refund policy for all full-priced, in-stock online orders paid by Credit Card or PayPal. All returned goods must be unused, in original packaging, and in saleable condition. Please note that a 6% administration charge will apply to returns made using Afterpay.
To initiate a return, please email us at info@neocasa.com.au with your name, the reason for the return, and whether you prefer a replacement, credit note, or refund. Please keep in mind that 'Pre-Order' items are specially ordered for you and cannot be refunded due to a change of mind.
Damaged items must be reported within 7 days of delivery. For your peace of mind, we recommend using a trackable delivery service when returning items, as we cannot be held responsible for items lost in transit. Please send your returns to:
Neo Casa
Unit 1, 560 Canning Highway
Attadale, WA 6156
Once we receive and inspect your return, we'll send you an email notification regarding the approval or rejection of your refund. Approved refunds will be processed within 5 working days and credited to your original payment method.
Here are some additional details to keep in mind:
- Afterpay orders will be refunded via direct deposit to your bank account, minus the administration charge.
- Refunds will exclude any postage and delivery charges.
- Certain items, such as pre-order items, gift cards, and select health and personal care items, are not eligible for return.
- To complete your return, please include a receipt or proof of purchase.
- Only full-priced items are eligible for refunds; sale items or items purchased with a discount code are final sale.
- Exchanges are only available for defective or damaged items.
- Gift returns will be issued as a gift credit or refunded to the original payment method, depending on how the item was purchased.
- Customers are responsible for return shipping costs, and shipping costs are non-refundable.
- For your peace of mind, we advise using a trackable delivery service when returning your items, as we cannot assume responsibility for any losses during transit.
If you have any questions or concerns about our returns policy, please don't hesitate to contact us at info@neocasa.com.au or call us at 0414 168 317.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@neocase.com.au.