Introduction
Neloz Distribution is committed to ensuring partner satisfaction by providing clear and fair returns and refunds processes. While we ensure rigorous quality checks before dispatch, we understand that occasionally issues may arise during transit or due to unforeseen manufacturing defects. This policy outlines the steps, eligibility criteria and timelines for handling returns and refunds.

Eligibility and Timeframe
To be eligible for a return or refund, Buyers must notify Neloz Distribution within seven (7) calendar days of receiving the goods. Claims submitted after this period may not be accepted unless extraordinary circumstances apply and are agreed upon in writing. Notification must include relevant order details, the SKU, quantity, batch numbers where available, and clear photographic or video evidence of the defect or damage.

Types of Resolutions
Upon validating a claim, Neloz Distribution may offer one of the following, depending on the nature and extent of the issue:
Replacement shipment: Neloz will dispatch replacement units for defective items after agreeing on the scope of replacement.
Partial credit or refund: For verified shortages or partial defects, Neloz may issue a pro-rated credit or refund for the affected items
Full refund: In rare cases where the entire order is significantly defective or not deliverable, a full refund may be processed following investigation

Return process and logistics
If a physical return is necessary, Neloz will guide the Buyer on the preferred return logistics. Returns must be securely packed and returned in their original condition unless otherwise advised. Neloz may arrange for a courier pickup or ask Buyers to ship the items to a specified facility. Costs of return shipping will be handled as follows:
If the defect is confirmed and attributable to Neloz Distribution or the manufacturer, return shipping costs will be borne by Neloz.
If the return is due to buyer negligence, incorrect handling post-delivery, or preference changes, return shipping costs may be charged to the Buyer.

Inspection and assessment
All returned items will undergo inspection to verify the claim. Neloz reserves the right to use an independent assessor for complex claims. The inspection outcome will determine whether a replacement, credit or refund is warranted. In case of disputes, Neloz will share inspection findings and work with the Buyer to find a fair resolution.

Refund timelines
Once a refund is approved, Neloz aims to process it within 7–14 business days depending on the payment method and banking partners. Refund amounts will exclude any shipping or transaction fees incurred unless otherwise agreed.

Exceptions and exclusions
Customized products, private-label goods, and items altered after delivery are generally non-returnable unless the defect is demonstrable and accepted by Neloz after inspection. Claims resulting from mishandling or wear after delivery are not covered under the returns policy.

Contact and escalation
For returns, please contact the Neloz support team with your order number and claim details. If you are unsatisfied with the resolution, escalation procedures are available, and Neloz will assign a senior representative to review the claim and propose a settlement where appropriate.