Returns

General Returns Policy

• 30-day return window. Return requests must be lodged within 30 days of the recorded delivery date. We may ask for proof of delivery.
• Prior approval. Goods can only be returned to NEOZ if prior approval has been obtained. For orders placed directly via a NEOZ team member, customers must receive written confirmation from NEOZ before initiating a return. Online orders can be cancelled or returned by clicking "Manage my online order" below.
• Repair and replacement. As a first resolution, NEOZ reserves the right to repair and/or replace parts of the product before considering a whole product replacement.
• Invoice documentation. The invoice number must be quoted on all documentation accompanying the returned goods.
• Freight charges. The customer is responsible for all return freight charges unless otherwise agreed upon in writing.
• Return fee. As every NEOZ product is handmade to order, an approved return may incur a restocking fee to cover inspection, handling and refurbishment costs. For online orders this is 15% of the order value; for all other orders we will advise the amount in advance.
• Resolution. If NEOZ approves the return of goods and replacement is not feasible, NEOZ will refund the customer for the amount paid for the goods, less any relevant return fee that may be applicable.

Cancelling or Returning Online Orders

Orders placed through this website can be managed directly from your account.

• Cancellations. You can request to cancel an order at any time before it has shipped, at no charge.
• Returns. Once your order has been delivered, you can request a return within the 30-day window described above.
• Return costs. A restocking fee of 15% of the order value applies to any online order returned after it has been dispatched, and you are responsible for return shipping.
• How to request. Sign in to your account, open the relevant order, and choose to cancel or return. You will receive an email confirming your request.
• Review. Every request is reviewed by our team in line with the policies on this page.
• Eligibility. Custom, bespoke and clearance items are final sale and cannot be cancelled or returned.

Standard Orders

• Returns for goods purchased online or through the NEOZ sales team must comply with the General Returns Policy outlined above.
• All lamps are made to order; therefore, returns must be approved by NEOZ and will only be accepted under exceptional circumstances, such as manufacturing defects or incorrect items received.
• Goods must be returned in their original condition and packaging. If the goods are damaged, used, or altered, a return may not be accepted. The item must be resaleable.

Custom Orders

• Non-refundable policy. Custom-made products are non-refundable and non-returnable once production of the parts has commenced.
• Customers are encouraged to carefully review and approve all design specifications prior to production. Once production has started, changes cannot be made, and refunds or returns will not be accepted.
• Any issues with custom orders must be reported to NEOZ promptly to explore potential resolutions, such as adjustments or repairs where feasible.

Authorised Resellers

• Goods purchased through our authorised reseller network are subject to the terms and conditions stated by the authorised reseller at the time of purchase.
• If returns are accepted, all communication must be with the authorised reseller directly.

Exclusions

The following items are final sale and are not eligible for return or cancellation:

• Custom items
• Bespoke items
• Clearance or sale items