Refund & Return Policy

Pak Neo aims to provide a fair and practical process for returns, refunds, and exchanges. This policy explains the general conditions that apply to purchases made through our ecommerce store.

This page is general business policy content and not legal advice. For case-specific help, please contact our support team at [email protected].

Return Eligibility

To be considered for a return, items should generally meet basic eligibility conditions unless the item was delivered damaged, defective, or incorrect.

  • The item should be unused and in the same condition as received.
  • The item should be returned with original packaging, tags, accessories, manuals, or included parts where applicable.
  • The return request should be made within a reasonable period after delivery.
  • Proof of purchase, such as order number or receipt details, may be required.

Damaged, Defective, or Wrong Items

If you receive a damaged, defective, or wrong item, please contact us as soon as possible at [email protected] with your order details and clear photos where available.

  • We may review the issue and offer a replacement, exchange, store credit, partial refund, or full refund depending on the case.
  • Customers should avoid using the item further if it appears defective or incorrect.
  • We may request packaging photos to support courier or supplier claims.

Non-Returnable Items

Some items may not be eligible for return due to their nature, hygiene concerns, customization, or other business reasons.

  • Used, damaged, or altered items not caused by delivery issues may not qualify.
  • Personal care, intimate, hygienic, or perishable items may be non-returnable where applicable.
  • Customized, made-to-order, or specially requested items may not be returnable.
  • Any item clearly marked as non-returnable at the time of purchase may not qualify for return.

How to Start a Return

To request a return or refund, contact our support team at [email protected] and include relevant order information.

  • Your full name and contact details.
  • Your order number.
  • The item name and reason for the request.
  • Photos or videos if the item is damaged, defective, or incorrect.

Please wait for return instructions before sending any item back. Unauthorized returns may face delays in processing.

Inspection Process

Returned items may be inspected after they are received. Approval of a refund or exchange depends on the condition of the item and whether the request meets this policy.

  • If the returned product passes inspection, we will proceed according to the approved resolution.
  • If the item does not meet return conditions, the request may be declined or adjusted.
  • In some cases, we may offer a partial refund if the item shows signs of use or missing components.

Refunds

If a refund is approved, we will process it using an appropriate method based on the original payment method, business process, and practical availability.

  • Refund timing may vary depending on payment channel, bank processing, and order review.
  • Original shipping charges may be non-refundable unless the return is due to our error or a confirmed damaged or wrong item.
  • If a partial refund applies, the reason will generally be communicated to the customer.

Exchanges

Where possible, eligible items may be exchanged for the same product or another suitable alternative. Exchanges are subject to stock availability and review of the returned item.

  • If a direct exchange is not available, we may offer another resolution such as refund or store credit.
  • Price differences may apply if the replacement item is not the same as the original purchase.

Shipping Costs for Returns

Responsibility for return shipping costs may depend on the reason for the return.

  • If the return is due to a damaged, defective, or incorrect item, Pak Neo may review and decide whether to cover reasonable return shipping costs.
  • If the customer is returning an eligible item for another reason, return shipping costs may be the customer’s responsibility.
  • Any unapproved shipping expenses may not be reimbursed.

Order Cancellations

Cancellation requests should be submitted as soon as possible. Once an order has been processed, packed, or dispatched, cancellation may not be possible. If cancellation is approved before shipment, a refund may be arranged according to payment status and processing stage.

Timing

We aim to review return and refund requests within a reasonable timeframe after receiving the request and any supporting information. Final completion time may depend on courier delivery, inspection, internal review, and payment provider processing.

Need Help

If you need support regarding a specific product, return, refund, or exchange, please contact Pak Neo at [email protected]. Customers should contact support for case-specific help.