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Returns and Refunds

Warranty

We want you to be totally happy with your Neocape purchase and the service you receive from us. If the Neocape fails due to a manufacturing defect within 3 months, a refund or replacement will be given. To facilitate this, please contact us via email info@neocape.co.uk with your purchasing details and images of the damaged item. This is the standard warranty from Thesis Technology Products Ltd and does not affect your statutory rights. Please note that the Neocape comes with full collar care and washing instructions.

 

Returns Policy

We hope you are happy with your purchase. If you are unsatisfied with your product(s) or you change your mind, you have the right to return the unused goods (in their original condition) and receive a refund.  Orders that have already been processed and dispatched can be cancelled within 14 days of being received and must then be returned to Thesis Technology within a further 14 days, as per your consumer rights.

You will be entitled to a full refund up to 14 days from the day you receive the goods.  This includes the cost of the cheapest form of delivery if you return your full order.  Please note delivery cost will not be refunded if only part of your order is returned.  The cost of return delivery to us is only refundable if the product is faulty or the wrong item has been sent.

 

Refunds

Please allow up to 14 days for returns to be received, processed and credited to your account.

 

How to return an item

Please ensure that your name and invoice number are clearly included with your return item, in addition to a contact number or email address to help us to process your refund quickly. Please note that the return postage is not covered (see exceptions below).

Please note that when sending a return, the package is your responsibility until it reaches us.  Always retain proof of postage.

All Returns should be sent to:

Neocape
Suite 8
16 Laurene Dr.
Old Orchard Beach,
ME
04064

 

Will you refund my postage costs to return an item?

We will refund postage costs to return an item where the return is required due to our error, such as if we sent you the wrong item; or if the Neocape is damaged or faulty.

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you.

 

Lost or damaged orders:

If your product(s) has not arrived within the guide delivery times or if your product arrives in a damaged condition, please contact our customer support team on 866-348-4091 or email info@neocape.co.uk who can provide advice and arrange for a replacement to be despatched.

 

 

Purchases from other suppliers

The above policy applies to items purchased directly from our website www.neocape.com or via our telephone order line. If you purchased your Neocape from another supplier or marketplace, please contact them directly for assistance with returns and refunds.