This Returns & Refunds Policy explains how Neosgo evaluates return requests, quality claims, refund eligibility, and related affiliate commission adjustments. Listing-specific terms, final-sale notices, and negotiated commercial terms may override parts of this policy where clearly disclosed.
Policy hierarchy. If a listing or written commercial agreement states different return terms, that more specific term controls for the applicable order.
1. Return Eligibility
Return eligibility depends on the listing terms, product condition, fulfillment status, and applicable law. Unless a listing or written agreement states a broader return right, final-sale, as-is, customized, or clearance items may have limited return eligibility.
2. Quality and Fulfillment Claims
If an item is damaged in transit, materially not as described, missing a stated quantity, or the wrong listing was delivered, buyers should notify Neosgo promptly and provide supporting documentation such as photos, packaging evidence, order details, and shipment details.
3. Non-Returnable Categories
- Items where the only issue is buyer preference, resale value, or expected-but-not-guaranteed commercial outcome.
- Items marked final sale, clearance, as-is, untested, salvage, customized, or non-returnable on the listing or order confirmation.
- Goods showing misuse, abuse, unauthorized modification, tampering, or damage caused after delivery.
- Returned goods missing substantial components, serial identifiers, packaging, or contents when such materials are reasonably required for inspection.
4. Affiliate Commission Adjustments
If an order is cancelled, refunded, returned, charged back, or later determined to be ineligible, Neosgo may reverse, reduce, or claw back any related affiliate commission. If a commission has already been paid, the adjustment may be deducted from future available affiliate balances or handled according to written program terms.
5. Return Shipping Responsibility
For discretionary or non-quality-related returns, the buyer is generally responsible for return shipping and related handling costs. For verified quality, fulfillment, or shipping-error claims, Neosgo may provide a prepaid label, arrange carrier recovery, issue credit, or apply another remedy appropriate to the claim.
6. Return Process
- Submit a return or claim request with order details, return reason, and supporting evidence.
- Wait for Neosgo to review eligibility and provide instructions before shipping anything back.
- Package the item securely and follow the issued return authorization or carrier instructions.
- After receipt and inspection, Neosgo will confirm the approved resolution, which may include refund, replacement, credit, or denial with explanation.
7. Refund Timing and Method
Approved refunds are generally returned to the original payment method unless another remedy is agreed in writing. Banking timelines vary, and financial institutions may take additional business days to reflect the credit after Neosgo processes the refund.
8. Partial Refunds and Restocking
Partial refunds, deductions, or restocking charges may apply when a return arrives incomplete, materially used, damaged because of inadequate return packaging, or otherwise outside approved conditions.
9. Abuse Prevention
Neosgo may deny requests, delay refunds, or restrict account privileges when return activity indicates fraud, abuse, repeated policy circumvention, false damage reporting, or inconsistent shipment evidence.
10. Contact
Returns and refund support is available at cs@neosgo.com.