Refund policy

Neo Smartpen Returns & Refunds Policy

This policy applies to all orders placed at neosmartpen.com. Most terms apply globally. Where EU/UK consumer protection law requires different treatment, this is marked separately below — those specific terms apply only to orders shipped to the European Union or United Kingdom. Nothing in this policy limits any statutory right you have under the law of your country of residence.

1. Returns

1.1 General Policy

  • Our return window is 30 days from delivery. After 30 days, we unfortunately cannot offer a refund or exchange.
  • To be eligible for a return, you must provide a receipt or proof of purchase.
  • Please do not send your item back to the manufacturer directly — contact cs_global@neolab.net first to confirm the return address (see 1.6).

1.2 Condition of the Returned Item

🇺🇸 US & other countries (outside EU/UK): The item must be unused, unopened, and in its original packaging. "Unused" specifically means "unopened" — the original plastic shrink-wrap and tamper-evident seal on the box must be fully intact. Once the seal is broken or the product is used, refund eligibility becomes limited.

🇪🇺🇬🇧 EU/UK: You may open the packaging and handle the product to the extent necessary to examine its nature, characteristics, and function — similar to how you could examine it in a physical store. Doing this does not, by itself, disqualify you from a full refund.

1.3 Change-of-Mind Returns

Change-of-mind returns are accepted within 30 days of delivery.

🇺🇸 US & other countries — Full refund requires:

  • The original shrink-wrap/tamper-evident seals are completely intact and undamaged.
  • All items included in the order (free gifts, promotional notebooks, etc.) are returned unopened and complete.

Partial refund (10% restocking fee) applies even if unopened, when:

  • The return shipping label was attached directly to the product box itself (no outer packaging used).
  • The product box is significantly dented or contaminated due to negligence during return shipping, requiring repackaging.

Shipping fees (US & other countries): Both the original outbound shipping fee and the return shipping fee are the customer's responsibility and will be deducted from the refund.

🇪🇺🇬🇧 EU/UK — Full refund applies if the item is returned complete, with all accessories/gifts, and its value hasn't been diminished beyond what's needed to examine it (see 1.2).

Reduced refund: If value has been diminished through handling beyond reasonable examination (e.g., visible device damage, missing accessories, heavy soiling not caused by shipping), we deduct an amount proportionate to the actual diminished value — assessed case-by-case, not a fixed percentage.

Shipping fees (EU/UK): We refund the standard delivery cost you paid at checkout (any optional express/premium upgrade cost is not refunded). Return shipping cost is your responsibility, unless the item is defective/faulty or we made an error.

How to withdraw (EU/UK only): Email cs_global@neolab.net with a clear statement that you wish to withdraw from the purchase, including your order number, within 30 days of delivery. We will confirm receipt of your notice by email.

1.4 Sale/Discounted Items

🇺🇸 US & other countries: Only regular-priced items may be refunded — sale items cannot be refunded.

🇪🇺🇬🇧 EU/UK: Sale/discounted items are eligible for returns under the same terms as regular-priced items; we do not exclude them from the right of withdrawal.

1.5 Returns Due to Refusal of Customs Duties (Global)

If a shipment is returned because you declined to pay required customs duties/taxes, the refund will be issued after deducting round-trip shipping costs and inspection/inventory management fees.

  • ⚠️ If the package is discarded by local customs per destination-country regulations, no refund will be issued.
  • If you intend to refuse customs payment, contact cs_global@neolab.net in advance.

1.6 Return Shipping Instructions (Global)

  • We operate two warehouses (US and South Korea). Email cs_global@neolab.net before returning a product to confirm the correct return address.
  • For items over $75, we recommend a trackable shipping service or shipping insurance — we cannot guarantee receipt of returned items.
  • Delivery time for exchanged products may vary depending on your location.
  • (See 1.3 above for who bears the shipping cost, which differs by region.)

1.7 Non-Refundable / Partial-Refund Conditions (Global)

  • Partial refunds may be granted for items showing obvious signs of use or an opened product record (subject to the region-specific standards in 1.2–1.3 above).
  • No refund/exchange will be granted for items not in original condition, damaged, or missing parts for reasons not caused by our error, or items returned more than 30 days after delivery.

2. Refunds

2.1 Refund Process

  1. Once your returned item arrives at the NeoLAB Technical Center, we inspect it and email you to confirm receipt.
  2. We notify you of the refund's approval or rejection.
  3. If approved, the refund is issued to your original payment method.

Timing:

🇺🇸 US & other countries: Inspection and internal processing typically take 7–10 business days (may be longer depending on shipping/transit conditions). Once processed, it typically takes an additional 3–7 business days to reflect on your card statement, depending on your issuer.

🇪🇺🇬🇧 EU/UK: We will notify you of approval/rejection, and issue any approved refund, within 14 days of receiving your withdrawal notice or the returned goods (whichever is later), in line with EU/UK requirements. Your bank/card issuer may take a few additional business days to reflect it in your account.

2.2 Late or Missing Refunds (Global)

If you haven't received your refund yet:

  1. Check your bank account again.
  2. Contact your credit card company — posting an official refund can take time.
  3. Contact your bank — there is often additional processing time.
  4. If you've done all of the above and still haven't received your refund, contact cs_global@neolab.net.

3. Exchanges & Warranty

3.1 Defective or Faulty Products (Global process)

If a product has a confirmed manufacturing defect, you're eligible for an exchange, refund, or repair.

  • How to apply: Email cs_global@neolab.net with a description of the issue and supporting photos/videos.
  • Our technical support team will review the evidence, then proceed with a replacement, refund, or repair depending on the case.
  • We do not charge return shipping for confirmed defective items.
  • For product/app troubleshooting reference, see our User Guide.
  • Exclusions: Normal wear and tear, accidents, or user misuse are not covered.

🇪🇺🇬🇧 EU/UK — your statutory rights (in addition to the above):

  • UK: Under the Consumer Rights Act 2015, if a product is faulty you may reject it for a full refund within the first 30 days. After 30 days, you're generally entitled to a repair or replacement first; if that fails, a refund or price reduction. Depending on the issue, rights may extend up to 6 years (England & Wales) or 5 years (Scotland).
  • EU: Goods must conform to the contract for a minimum legal guarantee period (at least 2 years from delivery, or longer under your country's national law). If non-conforming, you're entitled to repair or replacement (your choice, unless disproportionate), then a price reduction or full refund if that isn't done within a reasonable time.
  • These statutory rights apply on top of, and are not limited by, the 1-year warranty period described in 3.3.

3.2 Same-Item Exchange (Non-Defective, Global)

If you'd like to exchange a product for the same item (not due to a defect), email cs_global@neolab.net.

3.3 Warranty Coverage

  • Neo Smartpen offers a 1-year limited warranty on smartpens purchased directly from our store.
  • Paper products are NOT covered by warranty, regardless of the pen's warranty status.
  • We do not warrant or reimburse defects/damage on smartpens or other devices not purchased directly from us.
  • (EU/UK customers: this 1-year warranty is in addition to your statutory legal guarantee rights described in 3.1 — whichever gives you the better remedy applies.)

3.4 Third-Party Purchases (Global)

Products purchased outside neosmartpen.com (e.g., Amazon, local retailers) are subject to that retailer's own policies and are not eligible for returns/refunds through our site.

4. Order Cancellation by Merchant (Fraud Prevention, Global)

To prevent unnecessary chargebacks, any order flagged as "High Risk of Fraud" will be canceled. Risk indicators include:

  • Order characteristics similar to previously observed fraudulent orders
  • Card Verification Value (CVV) unavailable
  • Billing address or credit card's registered address unavailable
  • Billing ZIP/postal code doesn't match the card's registered address
  • Payment method other than a credit card
  • Multiple payment attempts
  • Billing country matches the order's placement country (used as a risk cross-check)
  • Order placed via a high-risk internet connection (e.g., web proxy)

5. Shipping Fees, Duties & Taxes

  • Checkout price includes shipping costs, though fees vary by country/region.
  • Import duties and taxes are not included in the checkout price and vary by weight, destination, shipping method, and destination-country regulations (subject to change if import duty rates are updated).
  • Under international trade regulations, customers are responsible for paying any applicable customs duties.
  • All shipments are delivered under DAP (Delivered At Place) terms.
  • (EU/UK note: intra-EU/UK shipments are typically not subject to additional customs duties; this mainly applies to shipments originating outside the EU/UK, such as from the US or South Korea.)
  • For exact duty/tax information, consult your local customs authority.

Contact: For any return, refund, exchange, or warranty question, email cs_global@neolab.net.

This policy does not limit or replace any statutory right you have under the mandatory consumer protection law of your country of residence.