Refund Policy
SECTION 1 - RETURNS AND CANCELLATIONS
For returns/refunds due to damaged or missing product, please also contact us first.
We can then either send you a new product, or issue a refund.
To ensure that the items were damaged on arrival, and not afterwards, the shipment has to be received and signed as damaged on arrival, in cooperation with the shipping agent that delivers it, to be eligible for a return. If the order has been received and signed for without stating the damage, we can not issue a refund.
We highlight that we do not normally accept cancellations/returns/refunds due to other reasons, such as you are unhappy with the product, you want another product or the shipping takes too long. Once your order is shipped, we only accept cancellation/return/refund if it is damaged on delivery.
We might make an exception for cancellations, in which case you will have to send the products back to us at your own cost, in a safe package with tracking. When we have received the items, we will inspect them and contact you for your refund.
SECTION 2 - UNCLAIMED SHIPMENTS
If your order has arrived in your country of delivery and is not picked up by you, it might be held for a while, depending on the country. When that time has passed, the post service will return it to the sender, which will be us. In this case, if you still want your product, a new shipping fee will have to be generated to send it to you again. If you would rather cancel your order at this time, we will refund you everything except the initial shipping fee as well as a service fee of 500 THB. Please contact us at info@neohairinternational.com in a case like this, so that we can work it out together.
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SECTION 3 - REFUNDS (IF APPLICABLE)
If your cancellation has been approved by us, you are to return the items in a safe package with tracking, to our postal adress. Once your return is received and inspected by us, we will send you an email to notify you that we have received your returned item. Then we will refund you the original money as well as the shipping cost, and ship you new products.
If we have agreed upon the return and refund in advance, you are approved, and your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, depending on the bank used.
Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@neohairinternational.com.
SECTION 4 - EXCHANGES (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@neohairinternational.com
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SECTION 5 - SHIPPING
To return your product, you should contact Neohair International at info@neohairinternational.com for instructions.
You will be responsible for paying for your own shipping costs for returning your item. Shipping is to be made with a safe package and courier and a tracking number. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping items over $75, you should also include shipping insurance. If a shipment is lost in transit, the delivery company is at fault, and Neohair International will be happy to assist our customer with contacting the delivery company and sort it out.
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Section 6 - Covid-19
In times of the Covid pandemic, every country deals with shipments from overseas differently. Your tracking information might show as only "left Thailand" for a long time - the reason it is still marked only as left Thailand, and then nothing more, depends on how your local post service handles shipments from overseas. For example, they could hold it for disinfection, re-inspection or even quarantine, this is depending on how they deal with international shipments during Covid-19.
When they are done and ready for delivery, they will also update your tracking information and contact you. If you need further details, we urge you to contact your local post with your tracking number, for more information.
As we do not take responsibility for every country and their way of dealing with packages at this time, it is concluded that we fulfill our part of this policy by sending the shipment to the paying customer. Any delay due to Covid procedures shall not the responsibility of Neohair International.