Return Policy
Return Policy
Our current return policy is that all returns must be done within 14 (fourteen) working days starting from the day the goods are delivered to you.
The proof of purchase (Invoice, receipt) must be attached along with the returned item.
You may return your order for any of the following reasons below:
- Incorrect item
- The item posted was incorrect and not according to your order/invoice
- Manufacturing defect
- Any situations of defect right out of the box
- Must supply proof of defect (pictures, video)
- Any manufacturing defect related claims will only be attended to within 14 (Fourteen) days after receipt of goods.
Kindly reach out to us at our social media pages or on WhatsApp at +60125873128 before proceeding with a return. Please include your order ID and clear images or videos that portrays the defect. Any return without any prior contact to our customer service team will be considered invalid.
At Neoflam, we do not typically accept change-of-mind requests. However, we understand that there may be situations where a return is necessary. If you find yourself in such circumstances, please do not hesitate to reach out to us within 7 days of receiving the product and explain your situation. Our team will carefully review your request and assess whether an exception can be made. Please be aware that if an exception is granted, you will be responsible for covering the costs associated with returning the product and the associated shipping fees.
You may return your order(s) via post/courier directly to our office using a traceable mode of delivery. Neoflam shall not bear any cost of return items for change-of-mind requests. All returns should be posted to the address below.
Lot 881, Jalan Subang 9, Taman Perindustrian Subang,
For any return items, we will require 7 - 14 days after receiving the item to conduct evaluation on our end. Our customer service agent will contact you once your returned item has been evaluated.
Neoflam has the discretion to apply a restocking and repacking fee of up to 10% of the product's value, in cases where returned products or packaging are in poor condition or missing components or accessories.
Neoflam retains the right to deny refunds or exchanges in cases where products are damaged due to misuse or negligence, or if the return is incomplete and missing components or accessories.
If your return is valid, we will process your refund or replacement, based on your preference. If it's valid, we will reimburse you with a refund through a bank transfer to the account that is given. Please note that the refund process may take up to 14 working days.
If your return is invalid, we will notify you and arrange for your item to be returned to you, delivery fee chargeable.
Neoflam reserves the right to reject any return, exchange, refund deemed unfit or reasonable.