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Return Policy

NEOCITI Return Policy

  1. NEOCITI allow customer to return their goods and/or get their refund under the following condition:
    1. Item was damaged during shipment
    2. You received a different item, for example, you ordered a PC monitor but you received a bread maker or an empty box.
    3. The condition of the item does not match with what it was described. For example, the description of the item said it is 'new', but you received a used or refurbished goods.
    4. You ordered two items but only received one from the Seller.
    5. The product is defect and does not function.
  2. All items sold via NEOCITI are covered with 7 Calendar Days return policy upon goods are delivered.
  3. How to Return?
    The process of returning the goods are:
    Step 1: Prepare the returned goods, attached with Order Number.
    Step 2: Contact NEOCITI Support ([email protected]) or our hotline +6018 376 7012 for return and we will liaise with the merchant and will get back to you within 24 hours
    Step 3: Once the issue is solved we will provide you an address so you can ship the product back to the merchant.
    Step 4: Ship the good you intend to return to the given address, get a valid tracking number from your courier, provide following information to NEOCITI Support ([email protected]):
    1. Product order number
    2. Return tracking number (from your courier)
    If the fault is coming from the merchant or the shipper. We will make necessary refund to you.
    *Do note that for product which is shipping from oversea, no return will be given. Unless the merchant specifies it or agree to do so.
  4. The following items are not applicable to our return policy:
    1. Under garments (due to hygienic reason)
    2. Items which you collect in person from the merchant itself
    3. Durable items (tyres, batteries, certain car parts)
    4. Industrial machinery
    5. Item equivalent to cash, vouchers or e-vouchers, prepaid or gift cards.
    6. Customized product (eg. Souvenir cups, customized T shirt, etc)
  5. There could be items that cannot be unreasonably return but it was not listed in Return Policy, when this happened, NEOCITI resolution centre will make a final judgement on deciding the final result after discussing with our merchant.
  6. Items cannot be returned after 7 Calendar days.
  7. After the return policy coverage days, buyer can contact the manufacturer directly regarding the product issue as most of our products comes with factory warranty.
  8. Where to Return?
    After you have initiated contact with NEOCITI ([email protected]), we will send you the return details so you can arrange courier to deliver the product back to the merchant itself.