Return & Refund Policy
At NeoVibe, we are committed to providing premium, high-quality products and an exceptional shopping experience. We understand that issues may occasionally arise with products during transit or fulfillment, and we strive to ensure a smooth, transparent, and fair return and refund process. Please carefully review our refund and return policy below.
To protect against transit damage and missing items, a continuous, uncut unboxing video is strictly required for every claim. The video must record the parcel unopened, the courier shipping label with tracking code clearly visible, and the unboxing process from start to finish without cuts or pauses.
1 Customer Returns & Refund Guidelines
Our return and refund process is designed to handle specific situations under strict quality verification standards.
Return Request Period (48-Hour Notification Window)
- 48-Hour Notification: To ensure we can properly investigate and assess any issues with the shipment, you must notify us within 48 hours of parcel delivery.
- Requests submitted after 48 hours will not be accepted under any circumstances.
Return Eligibility
- Damaged or Defective Products: If the product arrives damaged or defective, the customer must provide an unboxing video showing the damage. This video is required to assess the situation and determine the appropriate action. The complaint must be submitted within 48 hours of delivery.
- Missing Items: If any items or accessories are missing from the package, an unboxing video must be provided showing the contents of the package clearly from the sealed state. Notify us within 48 hours of delivery so our fulfillment team can verify and issue a refund or dispatch the missing item.
Refund Eligibility
Refunds will be processed for eligible returns based on the following criteria:
- Damaged or Defective Products: Upon confirmation of damage or defect through the unboxing video, a full or partial refund will be processed upon approval. Note: No return or refund can be processed for electronic items.
- Missing Items: If we are unable to fulfill or replace the missing item(s), a refund will be issued for the missing item value.
Return Shipping
- Customer’s Responsibility: The customer will be responsible for the cost of return shipping. We recommend using a reliable shipping service with active tracking to ensure safe delivery to our return hub.
Rejection / Denial of Parcel (RTO Logistics Deduction)
If the customer rejects or denies acceptance of a parcel after it has been dispatched, the following deductions will apply:
- Shipping Charge Deduction: 2 times the original shipping charge will be deducted (to offset both forward shipping and reverse RTO logistics freight costs).
- These deductions will be made before issuing any refunds.
Refund Process & Timeline
Once the returned parcel is received and inspected at our hub, we will notify you regarding the approval or rejection of the refund.
- Processing Time: If approved, the refund will be processed and applied to the original method of payment within 7 days of approval.
- Condition Requirement: The refund will be issued only if the product is unused, undamaged, and in its original condition with all original packaging, tags, and accessories intact.
2 Defective, Damaged & Incorrect Item Resolution
We take full accountability for manufacturing defects, shipment errors, or transit damage when documented within our standard reporting window:
3 Non-Returnable Items
Certain items may not be eligible for return or refund under any circumstances, including:
4 How to Initiate a Return or Refund Claim
When requesting a return or refund due to defect, transit damage, or an incorrect item:
- Notify Within 48 Hours: Contact our support team within 48 hours of receiving the package.
- Submit Unboxing Video: Provide your Order Reference ID, the uncut unboxing video, and photos showing the courier shipping label and the issue for review.
- Return Authorization: Once authorized, ship the item back in its original packaging with active courier tracking.
- Resolution: After inspection at our return hub, we will process the refund to your original payment method within 7 days, or dispatch a replacement as agreed during approval.
5 Shipping Costs Policy
Shipping charges are non-refundable under all circumstances, regardless of the reason for the return. This applies to both the initial shipping fee and any costs incurred for returning the product.
The customer is responsible for covering return shipping charges. We strongly recommend using a reputable courier service with tracking to ensure verifiable delivery to our return hub.
Guidelines: How to Record a Valid Unboxing Video
To ensure quick verification of your refund or replacement claim, your unboxing video must follow these 4 rules: