Returns

At NEOZ, we strive to provide high-quality cordless lamps tailored to your needs. However, we understand that issues may arise, and we are committed to resolving them fairly. Below are our standard returns policies for all order types. 

General Returns Policy 

  1. Prior Approval: Goods can only be returned to NEOZ if prior approval has been obtained. Customers must receive written confirmation from NEOZ before initiating a return. 

  2. Repair and Replacement: As a first resolution, NEOZ reserves the right to repair and/or replace parts of the product before considering a whole product replacement. 

  3. Invoice Documentation: The invoice number must be quoted on all documentation accompanying the returned goods. 

  4. Freight Charges: The customer is responsible for all return freight charges unless otherwise agreed upon in writing. 

  5. Resolution: If NEOZ approves the return of goods and replacement is not feasible, NEOZ will refund the customer for the amount paid for the goods. 

Standard Orders 

  1. Returns for goods purchased online or through the NEOZ sales team must comply with the General Returns Policy outlined above. 

  2. All lamps are made to order; therefore, returns must be approved by NEOZ and will only be accepted under exceptional circumstances, such as manufacturing defects or incorrect items received. 

  3. Goods must be returned in their original condition and packaging. If the goods are damaged, used, or altered a return may not be accepted. The item must be resaleable.  

Custom Orders 

  1. Non-Refundable Policy: Custom-made products are non-refundable and non-returnable once production of the parts has commenced 

  2. Customers are encouraged to carefully review and approve all design specifications prior to production. Once production has started, changes cannot be made, and refunds or returns will not be accepted. 

  3. Any issues with custom orders must be reported to NEOZ promptly to explore potential resolutions, such as adjustments or repairs where feasible.  

Authorised Resellers 

  1. Goods purchased through our authorised reseller network are subject to the terms & conditions stated by the authorised reseller at the time of purchase. 

  2. If returns are accepted, all communication must be with the authorised reseller directly. 

Exclusions 

Certain items may be excluded from returns, including but not limited to: 

  1. Sale or clearance items 

  2. Custom designs 

For Further Assistance  

If you have any questions or would like to request a return, please reach out to our sales team at sales@neoz.com.au or call +61 2 9810 5520. We're here to assist you and ensure your experience with NEOZ is a positive one. 

 

Please click here to download our Returns terms