Refund policy

Return & Refund Policy

At NEAU, we want you to understand your options if an order does not meet your expectations. Please review the conditions below before requesting a return.

30-Day Return Window

You may request a return within 30 days of receiving your order.

To qualify for a return due to a change of mind or incorrect selection, the item must be unused, in its original condition, and returned with its original packaging, accessories, and included components.

An order number or other proof of purchase is required.

How to Request a Return

Contact us through our Contact Us page with:

Your order number
The item you wish to return
The reason for your request
Photos showing any damage, defect, or incorrect item, if applicable

Please do not send products back without contacting us first. Returns sent without prior authorization may not be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, or different from what you ordered, contact us as soon as possible with photos or videos showing the issue.

Once we review and approve your claim, we may offer an appropriate solution, including a replacement or refund, depending on the situation.

Change of Mind & Incorrect Selection

If you ordered the wrong size, color, model, quantity, or simply changed your mind, you may request a return within the 30-day return period.

The product must meet our return eligibility requirements.

Unless the product is damaged, defective, or incorrect due to our error, return shipping costs are the responsibility of the customer.

Original shipping charges, if any, are generally non-refundable.

Non-Returnable Items

We may not accept returns for:

Used, worn, washed, or damaged products
Products missing original packaging, accessories, or components
Items damaged due to misuse or improper handling
Personalized or customized products
Gift cards
Items specifically marked as final sale or non-returnable

Refunds

Once we receive and inspect your approved return, we will notify you of the refund status.

If approved, your refund will be issued to your original payment method.

Please allow additional processing time for your bank or payment provider to post the refund to your account.

Order Cancellations

If you need to cancel or change an order, please contact us as soon as possible after placing the order.

We cannot guarantee cancellation once an order has entered processing or has been shipped.

Exchanges

If you need a different size, color, or model, contact us first. Depending on the product and availability, we will provide instructions for the available exchange or return options.