We will always ensure that items sold are in satisfactory conditions before leaving the store(s), but in the rare case of items being of different from which was opted for online, please immediately contact us, or follow this simple step to get your new product fast!
- Send an email to us at hello@neoStitches.com for the return address, with the product order number with/without a picture of the defective item while stating the defect so that we can retrieve your item. You must notify us within 2 working days of the receipt of the product.
Once the item has been validated, we can process your preference of a replacement or a refund. If we are able to locate a replacement, we will send it to you at no charge, and will ask you to return the defective item to us. Please be aware we can only replace it for the same product and same size, subject to availability. Where provided, belts and other specific packaging should be included with your return. Where item is not available you would be subject to a full refund.
In the event that the item is not validated, or the defect is due to user error, item returns will be sent back to customer and/or a refund refused. User error includes returns that are damaged or soiled, which will not be accepted.
Timing for replacements vary by location within the state, but averagely returns may take up to 4 business days. Other than for faulty Items, Customers will be charged for delivery for replaced items