Return/Replace/Cancel Policy
Eligibility Criteria for Return/Replacement
Your purchase is eligible for replacement within the first 5 days after the delivery & only if it meets the following conditions:
- Incorrect Product: If an incorrect product was delivered to you, i.e., the product does not match the item description mentioned on the website or the wrong product is delivered.
- Manufacturing Defect: If the product you receive has a manufacturing defect.
- Reporting Time: If you report the issue within 48 hours from the time of delivery.
- Unboxing Video: A parcel unboxing video after delivery is required for security reasons. (All customers are reminded by the company at the time of shipment to record an unboxing video after delivery.)
Process of Return/Replacement
If your purchase meets our replacement criteria as stated above, you can contact us at support@neodrift.in or WhatsApp us at +917678338373 within 5 days of delivery with the following information:
- Order number
- Specify the reason for the replacement, and in case of defective or incorrect product, please send us relevant images and videos of the item to support your claim.
IMPORTANT STEP: Please immediately stop using the product and put it in its original packaging and seal it well. Please ensure that the product is unused, not damaged and all the inserts, invoice slips are intact.
RETURN OPTIONS:
- Assisted Return: Provided only within the first 5 days of delivery and only when the eligibility criteria is met.
- Self Return: For all other accepted returns outside of the 5-day window or if eligibility criteria is not met, customers are required to return the product themselves to the provided address.
QUALITY CHECKS:
- Digital Verification: All products will have to go through a digital verification process where the images and videos will be carefully checked.
- Physical Verification: Once the product reaches our warehouse, we will inspect the product and once our inspection team confirms that the product received is in acceptable condition, as dispatched from our warehouse, we will process the return request case on case basis.
- IMPORTANT: Digital verification is a preliminary step in the return/replacement process. However, it does not guarantee approval. The final decision is subject to the outcome of the physical verification conducted at our warehouse.
NOTE:
- Items sent back to us without first requesting a return will not be accepted.
- Return/Replacement process can take upto 15 working days.
- A replacement product cannot be dispatched until the first product is picked up and quality checked.
Exceptions for Return/Replacement
- Paid Replacement: In the event of an error in ordering made by the customer, only a paid replacement option will be available. The paid replacement will include handling, transit and replacement charges.
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Quality Preferences/Expectations: We do not accept Returns/Replacement based solely on personal preferences/expectations or dislikes regarding product quality/colour/design. In a rare event, if the return is still accepted, you will be responsible for paying for your own shipping costs for returning your item. (Read Further in Quality Exceptions for Return/Replacement Section)
- Additional Fitting Covers: All customers are pre-informed if the additional fittings on their vehicle can cause fitting issues. They are given an option to either cancel their order or take the cover on non-returnable basis, given they can manage the additional fittings themselves. In a rare event, if the return is still accepted, the customers have to bear return-related charges.
Cancellation Policy
Many of our products are custom-made on the request of the customer. In the event that an order is ready for dispatch but the customer decides to cancel it, please note that cancellation fees may apply. If informed within 12 hours, no fees shall be applied.
Refunds Policy
Refund Process & Timeline: All refunds are processed exclusively on Tuesdays and Fridays. Once processed, refunds may take up to 10 working days to be reflected in your account. We appreciate your patience and understanding as we work to return your funds promptly.
Fees, Charges, Penalties: Handling fees, transit charges, usage penalties may be applicable on case basis.
Important Note: In very rare cases, if an out-of-return-policy refund must be processed, it will not be in monetary form but rather as website credits. These credits can be redeemed exclusively on our website. These credits cannot be combined with any discounts or coupon codes during redemption.
Delay / Lost Product / Non-Delivery
We understand the inconvenience that delays, lost products, or non-delivery can cause and we sincerely appreciate your patience in these exceptional circumstances. Rest assured that we are working diligently to resolve any issues as swiftly as possible. In the event that you opt to cancel your order under such complex conditions, we seek your understanding as the cancellation process may extend beyond the usual timeframe. Be advised that the refund process in these cases may take up to 30 days. However, we assure you that the refund will definitely be processed upon the closure of the case. Your trust in us is paramount, and we are committed to ensuring your satisfaction.
Quality Exceptions for Return/Replacement
We do not offer returns and replacements in the following cases:
Applicable only for Vehicle Covers:
- Dog Bites: We do not claim that our vehicle cover provides protection against wild or street dogs. Such external factors are not included in our return policies as we do not have any control over it.
- Cover Colour Fading: A vehicle cover often undergoes extreme weather conditions. Light colour vehicle covers might fade over time with outdoor usage. However, this does not affect the layers of protection present in the cover. We do not claim any guarantee for colour fading.
- Custom Vehicle Covers and Additional Fittings: Please inform us in advance about any additional fittings on your vehicle when placing an order for a custom vehicle cover. We rely on the measurements provided, and without knowledge of these fittings, we cannot guarantee compatibility. Unfortunately, we cannot accept returns or exchanges based on the incompatibility of the cover with your vehicle's fittings. Thank you for your cooperation.
Applicable for All Products:
- Colour Variations: Please note that slight colour variations between the product photos and the actual item may occur due to differences in lighting conditions and studio shot photography. We encourage customers to carefully refer to the returns and replacement policy and any additional information provided to make an informed decision.
- Washing & Fading: Please note that washing the product may result in color fading over time. It is important to follow the care instructions provided to minimize the risk of fading. If you have any concerns or questions, please contact our customer support team for assistance.