Returns and refunds
All of the purchases you make online from weareneolab.com, can be returned free of charge.
Remember that you have 30 working days to carry out this operation from the date on which you receive your parcel.
You can return your items by courier or you can take them to a UPS pick-up point.
The returns process is simple and requires just a few steps.
1. Return request
Log in and click on "My Orders". Select the order you wish to return and click on “Return”.
You will be directed to a page in which you can select the products you want to return and confirm the procedure.
Following your request for a return, you will be sent an email which confirms that the procedure has been launched.
2. Prepare your parcel
To return the items, use the same box used to deliver your items (if you received them in a cardboard box) or the bag you find inside the package. Insert the items you wish to return.
Attach the return label to obtain free shipping for your package.
Remember that if you are using the same package again, you must remove the UPS label attached to the package from the previous delivery.
3a. Do you want to return your items via courier from your home? Book a collection for your package
To ship your package, you need to book a collection by contacting our courier UPS.
You can schedule pick up by telephone or directly from the website ups.com.
On the telephone the operator will ask you for the information needed to collect your package, i.e., the address, whether or not you have a return label, and a suitable time for collection, etc.
If you carry out the collection process online at UPS.com, all you need to do is to complete the form at the following link:
3b. Would you like to return your package to an Access Point?
In this case, all you have to do is to take your package to a UPS Access Point: a full list of points and opening times is available on the UPS website.
You will be issued with a receipt containing a tracking code for your shipment and the Access Point number.
The UPS site will provide the date on which the package is accepted by the Access Point as well as tracking your parcel until it reaches our warehouse.
Return refund procedure
After checking your items, we will send you an email confirming acceptance of the request to return the item.
Your refund will be paid directly to:
your PayPal account if you used this to pay for your purchase;
your card if you used a credit card.
You will see the refund on your account or card 4-5 working days after receiving the email confirming the return. The exact amount of time may also depend on your bank.
If you have made your purchase using a discount coupon, the discount amount will not be refunded and the reimbursement will only cover the difference between the value of the purchase made and that of the discount applied.
Procedure for requesting an exchange
We are sorry to inform you that it is not possible to exchange items directly online. If you wish to change an item, you must return it for a refund before making a new order on our website.
HOW MUCH DOES IT COST TO RETURN AN ITEM?
The returns process is free, we refund the orders at the time of purchase.
CAN I CHECK THE STATUS OF A RETURN?
When your request for a return is accepted, you will be sent confirmation via e-mail. In your personal area, in the section “My Orders” you can in any case check the status of your returns.
HOW ARE REFUNDS PAID?
Refunds for returned items are paid after the items themselves have been checked.
Following these checks, you will receive an email that confirms the acceptance of the request to return goods. The amount due will be paid back into your account if you made the purchase using PayPal, or directly to your credit card.
The time period will depend on your bank; you can view the repayment on your PayPal account or card about 4-5 working days from receipt of the email confirming the acceptance of the return.
HOW ARE REFUNDS PAID FOR ITEMS PURCHASED USING A DISCOUNT CODE?
If you have made your purchase using a discount code, the amount of the discount will not be reimbursed and the reimbursement will only cover the difference between the value of the purchase made and that of the discount applied.
IS IT POSSIBLE TO CANCEL AN ORDER?
No, but you can return your purchase by activating a return procedure, and obtain reimbursement of the payment made for the same, with no additional costs.
IF I ORDERED THE WRONG SIZE OR THE COLOUR DOESN’T SUIT ME, CAN I EXCHANGE THE ITEM?
We are sorry to inform you that it is not possible to exchange items directly online. If you wish to change an item you have purchased, you must return it for a refund before making a new order on our website for the size/colour you require.