Returns and refunds

General

Some of our suppliers offer free exchanges within 14 days of delivery - you can find this information on the product page in the section "Returns". If there is no information about returns on the product page, returns are governed by applicable laws in your country/state.

Condition of the returned item

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Starting a return

To start a return, you can contact us at support@neopepper.com or via our contact form. If your return is accepted, we’ll send you instructions on if and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item at support@neopepper.com or via our contact form, so that we can evaluate the issue and make it right. Please attach your order ID and photos of the defective product as well.

Exceptions/non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gasses. Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.