We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, 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.
To start a return, you can contact us at customerservice@neoflam.com.au.
If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at customerservice@neoflam.com.au
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you got 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 p 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.
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 three 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, puch with us at customerservice@neoflam.com.au.
To ensure that your shopping experience with us is enjoyable and hassle free we have endeavoured to make the shipping process as efficient as possible.
Delivery
- All packages leave our warehouse in 24 hours or the same business day (excluding weekends and public holidays).
- All orders are charged a flat delivery fee of $14.95 - meaning you can add as many items as you wish to your order at no additional charge*
- We deliver Australia wide using TNT, Fast way and Australia Post. When your product is shipped your order will be updated and you will be provided with a tracking code.
*FLAT SHIPPING FEE APPLIES TO AUSTRALIA ONLY