Returns Policy

Understanding NEOZ returns policy

At Neoz we are committed to providing our customers with the best products and services. Please note that all Neoz Cordless Lighting products include a three-year warranty unless otherwise noted. If you have any questions, please speak to a Customer Service representative by phoning +61 (02) 9810 5520 or emailing service@neoz.com.au

Dead on arrival, damaged or incorrectly shipped products

If your product is dead on arrival, damaged in transit, or is incorrectly shipped, contact our Customer Service team. To expedite your return, the product must be returned to us within 14 days of purchase. You will be issued with a Return Authorisation Number in accordance with our Returns Policy. The Return Authorisation Number is valid for 7 days. You will need the following information, most of which will be on your packing slip or invoice, before we can issue a Return Authorisation Number: 

  • Name and contact details of original purchaser;
  • Invoice number or order number;
  • Part number of product to be returned;
  • Item serial number;
  • Date on packing slip or invoice;
  • Whether the product box has been opened; and
  • Reason for return.

You will need to package and address the product for return including all accessories and manuals. You must ensure that the returned product is suitably packaged to prevent damage during return shipping. NEOZ will not accept responsibility for goods, which are damaged whilst in transit back to NEOZ. You can also return the product to NEOZ or we will arrange to pick the product up from you. We will only arrange to collect goods that are dead on arrival, damaged in transit or incorrectly shipped. You will need to keep a copy of the consignment note as proof that the product has been picked up from you.

NEOZ will test the returned product within 7 working days of receipt into our warehouse.

If you return a product because it was dead on arrival but we find that the product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you. You may be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.

If NEOZ determines that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs. 

If you receive a product that is damaged in transit from NEOZ, you should;

  • Refuse to accept delivery of the product;
  • Direct the courier to "Return goods to sender"; and
  • Notify our Customer Service team member within 24 hours of receipt of delivery.