Returns / Exchanges

If you purchased the item through a retailer other than neoflamshop.com, please return the item to that retailer in adherence to their return policy.  The statements on this page applies only to the purchases made on neoflamshop.com.

Returns

At Neoflam, we take great pride in the quality and craftsmanship of our products, and more importantly, we want you to be happy with our products!  Upon receipt of your order, please inspect your purchase and notify us at support@neoflam.us of any damage; we will arrange for a prompt replacement.

If within 30 days, you are dissatisfied for any reason, you may return your unused products for a refund of the purchase value.  An original receipt or gift receipt is required for all returns and exchanges.  Returns with original receipt will be refunded in the original form of payment.  Returns with a gift receipt will be refunded in the form a store credit for the original purchase price.

We cannot accept returns on gift cards, personalized, or clearance items.

International Returns

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

How to Return an Item

1. Send an email to support@neoflam.us and include the following information in the email.

Order number, Item number, Reason for return, and whether you'd like to receive a replacement or merchandise credit.

2. Upon receiving your email, we will issue an RMA# and send it to you along with the instruction to return.  Shipping label may be sent to you depending on the case.

3. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

4. We will then issue a replacement or credit, whichever was decided at the time of return authorization.

 

Clearance items

Only regular priced items and non-clearance sales items may be refunded, unfortunately clearance sale items cannot be refunded or returned. Sales of the clearance items are final.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll 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 he will find out about your return.