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Lifetime warranty and lifetime repairability
At NEO, we advocate common sense. Which is why we are proud to participate, at our level, to a more conscious and responsible consumption.
Our experience and know-how guarantee the robustness of our products for the long term.
With the view to promote a sustainability, our workshop offers all our customers a “guarantee and repair” service.
It is common sense to ensure that our customers can get their products repaired for life, rather than having to throw them away when a single part is worn out.
NEO lifetime warranty
NEO products carry a lifetime warranty against defects and damages if they have been used under normal conditions.
It does not cover damage due to misuse, neglect, accidents or abrasion.
To benefit from the NEO warranty, you must possess the original proof of purchase. Our workshop will assess whether the problem is covered by our warranty.
If the damage and/or defects are irreparable, the item will be replaced with the same model as far as it is possible. If there is no stock, NEO will offer you a similar item of equivalent value.
This warranty is available worldwide.
The NEO lifetime warranty does not apply to clothing items. Clothng items are only covered by the legal guarantee of conformity.
NEO warranty does not cover damages caused by abnormal use.
List of damages that are not covered by the warranty:
- Repairs made by anyone except the NEO workshop.
- Cosmetic defects, scratches, stains or wear.
- Fire damages
- Damaged or worn bag bottom
- Scratch on vegetable leather or cork elements
NEO lifetime repairability
However, damages not covered by NEO warranty can be repaired by our workshop for life.
This repair service is free of charge provided that no modifications or repairs have been made by a third party before our intervention.
NEO reserves the right to assess the state of wear of the product before committing to a repair.
If the repair cost is higher than the value of the product, we will offer to send the product back to you without repairing it or to pay the additional costs. to get it repaired.
Our repairs do not guarantee a complete refurbishment of the product. Wherever possible, we will use materials similar to the article.
1. Products must be returned clean, empty of any personal items and accompanied by the return form with your details.
The costs of returning the goods to the workshop shall be borne by the customer.
2. Upon receipt of your product, we will make every effort to return your items within 15 working days. In case of longer delays, you will be informed by email.
Delays may be longer during holiday periods and depending on the repairs to be made. The times indicated do not include the transport time to our workshop.
With the view to promote sustainability, Dans une démarche écologique et responsable, our priority will be to extend the life of the repaired product as much as possible.
Product lifespan is defined as the life of the product under normal conditions of use.
We reserve the right to deem that a product is beyond repair.
To avoid unnecessary processing and shipping costs, a repair form must be completed by the customer to assess the reparability of the product before it is sent for repair.