Neoflam Returns Policy

At Neoflam, we take great pride in the quality and craftsmanship of our products and strive to ensure our customers are happy with their purchases. Please inspect your order upon receipt and notify us at support@neoflam.ma of any damages within 7 days; we will arrange for a prompt replacement.

If within 30 days you are dissatisfied for any reason, you may return your purchase for a refund of the purchase value under the following conditions:

• An original receipt or gift receipt is required for all returns and exchanges.
• Items must be in their original condition, unused, and in the original packaging.
• Returns with the original receipt will be refunded in the original form of payment.
• Returns with a gift receipt will be refunded in the form of store credit for the original purchase price.

At this time, items shipped outside the U.S. cannot be returned. All international sales are final.

How to Return an Item

1. Email Request: Send an email to support@neoflam.ma and include the following information:Order numberItem numberReason for returnPreference for a replacement or merchandise credit
2. Return Authorization: Upon receiving your email, we will issue an RMA# (Return Merchandise Authorization) and provide return instructions. Depending on the case, a shipping label may be sent to you.
3. Return Process: Once your return is received and inspected, we will notify you by email. If approved, we will process the replacement or credit as requested.

Sale and Clearance Items

Only regular priced items may be refunded. Unfortunately, sale and clearance items cannot be refunded or returned. All sales of these items are final.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift at the time of purchase, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be informed about your return.

Additional Notes

• Inspection Period: Ensure you inspect the item upon receipt and report any issues within 7 days for eligibility for a replacement.
• Shipping Costs: Customers are responsible for return shipping costs unless the return is due to a Neoflam error or a defective product.
• Return Inspection: If unreported damage is discovered during inspection of a return item by a staff member, the refund amount will be adjusted according to the severity of the damage, up to and including the full amount.
• Refund Amount: Shipping costs will not be included in the refund for regular returns. 

By following these guidelines, we aim to provide you with the best customer service and ensure that your experience with Neoflam products is satisfactory.

Eligibility: This warranty is valid only for the original purchaser and is non-transferable.

Exclusions: The warranty does not cover damage from misuse, abuse, commercial use, or normal wear and tear.

Limitations: Neoflam's liability is limited to repair or replacement of the defective product.