To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Return and Exchange within 30 Days
Customers can contact us within 30 days of receiving the item. If you have received a defective or damaged item, the wrong product, please contact us immediately.
How to Reach Us
Customers can use email and telephone to get in touch with us. Contact us and describe the issue in detail, including the return reason, along with your order number and product name. For defective, incorrect, or not as described item, please send us a clear picture or video of the problem.
About return address
Please don't send the goods directly to our shipping address. The return address will be provided by our customer service team after you submit the return application.
1. Neenca's Responsibility:
(1) If it is the responsibility of our company, we allow customers to return products to our warehouse and then refund them.
Once we receive the item, we will refund in full the original product price and its shipping or resend for free a replacement at our expense. This solution applies when Neenca is responsible for shipping the wrong item.
(2) For defective and damaged goods, we will resend new orders or give customers a full refund.
(3) For the goods damaged in the process of transportation, this belongs to our responsibility, we will resend new orders or give customers a full refund.
(4) If the customer does not receive the order due to logistics reasons, we will resend new orders or give customers a full refund.
2. Customer's Responsibility
(1) Incorrect Product
If the customer has ordered an incorrect product, we can also allow a return. In this case, the customer will be responsible for the shipping fee both ways (to and from our warehouse) for an exchange. If the customer chooses a refund, we will refund the original product price. All and any shipping fees are non-refundable.
(2) For Unwanted Items
If the customer decides that the product is no longer needed, we allow the customer to return it. They can report to us within 3 days after receiving the product. Please send the product back to our warehouse. At the same time, customers need to pay the freight of return. After receiving the returned goods, we will give the customer a full refund.
(3) For Products That are Not Broken
If the customer wants to return the product because he has changed his mind after receiving it, we allow him to return it. Please contact us within three days after receiving the products. After contacting us, please send the products back to our warehouse. At the same time, customers need to pay the freight of return. After receiving the returned goods, we will give the customer a full refund.
(4) For the Products You Want to Exchange
If the customer is not satisfied with the goods received and wants to exchange, we also allow the customer to return the goods and exchange them. The customer should pay the freight. We will send the exchanged goods to the customer after receiving the goods.
(5) Didn't Receive Items
If the tracking says delivered, and you don't receive the package, please check at your mailbox, front door, or any other places the package would be. Otherwise, you will have to report losses to the post office or police station. Neenca is not liable for lost or stolen packages.
If the package was undelivered because of incorrect/ incomplete address, unclaimed, or refused, you are responsible for the original and return shipping costs, as well as any duties, taxes, and/or customs charges that may be incurred on the package on the original and return shipments. The amount of these charges will be subtracted from your merchandise refund.
In some cases, your package may be abandoned and no refund will be issued for the refused package.
Exchange Processing flow
Please contact us by email Neencaservice@outlook.com, let us know your problem and confirm the solution.
Take a picture for what you shipped and send it to us, as well as tracking number.
We confirm the goods returned and checked the problem. Please also email us your specific contact details (name, cell phone number, detail address, ZIP code).
We will send the goods back to you. Thank You For Your Cooperation!
Cancellation of order
Neenca generally send out your orders within 48 hours. To cancel an order, please contact Neenca as soon as possible to cancel your order and get a refund immediately. But if your order has been shipped, we will refund your payment when you send back the order.
To cancel your order, please contact us via Neencaservice@outlook.com.
Additional notes about Warranty
All returns must first be approved by the customer service team; If approved, we will provide you with the return address.
All returned items must be in brand new condition, unused/unworn, come with all original tags and their original packaging.
We do not accept returns discounted items, unless a customer received a wrong item or the item was faulty.
For returned items, we will need 3-6 business days upon receiving your item(s) to process the solution.
After this time, the refund time-frame is as below:
Paypal account refunds: Up to 48 hours
Credit card refunds: Between 3-7 business days
Please contact us for further help. We will do our very best to help you and reply to all messages as soon as possible.
We're available to support you via
E-mail Address: Neencaservice@outlook.com
Service Time: Monday to Friday (from 8:00am to 5:00pm EST)