Returns Policy
At Neo Native Ltd, we want our customers to be completely happy with every purchase.
However, if you are not satisfied with the item(s) you have purchased, please notify us at info@neo-native.com within 7 days of receiving your order and we will do our best to rectify the situation.
How do I return items?
If you are instructed to return the item(s) by a member of our team, please follow the steps below:
To complete your return, a receipt or proof of purchase is required and is to be emailed to us.
In order to receive a refund, the item(s) must first be returned, and within 14 days of receipt.
Please return the item(s) in its original condition and ideally in the original packaging to the return address:
Neo Native Ltd
Weatherill House Business Centre
New South Quarter
23 Whitestone Way
Croydon
CR0 4WF
Please return by registered mail as refund/exchanges can only be processed once item(s) have been received.
Please note, if the item is not returned in its original state (unused), we may not be able to issue you a full refund. You will be informed via email whether you will receive a full or partial refund.
Please include the following details so we can process your return and refund as quickly as possible:
- Order number
- Name
- Address
I’ve changed my mind and no longer want the item?
If you’ve changed your mind, please return item(s) within 14 days of receipt, but please note that you would be liable for the return postage cost.
Please return items in their original unused condition and ideally in original packaging to the return address:
Neo Native Ltd
Weatherill House Business Centre
New South Quarter
23 Whitestone Way
Croydon
CR0 4WF
Please return by registered mail as refund/exchanges can only be processed once item(s) have been received.
If the item(s) is not returned in its original state (unused) we may not be able to issue a full refund. You will be informed via email whether you will receive a full or partial refund.
Please include the following details so we can process your return and refund as quickly as possible:
- Order number
- Name
- Address
How do I return a damaged product?
At Pookie Dumplings, we handle all our products with care however, in the unlikely event that your order arrives damaged please accept our sincere apologies.
Please contact us within 7 days upon receipt of your order.
Please do not proceed to return anything until you have received a response from our admin team at info@neo-native.com.
Please note, we may ask you to provide the following:
- Images of the item(s) depicting the damage
- Image(s) of packaging
- Image/copy of the delivery note
On receipt and review of the requested information, we will respond and detail how to return item(s) and gain a refund if deemed appropriate.
How will I be refunded?
Amounts will be refunded to your original payment method.
Refunds will be issued within 14 days of returns however, it can take up to 30 days to appear on your credit card statement.
The cost of returning damaged or faulty items will be refunded to you, but this needs to be agreed in advance of return and proof of cost of postage will be required.
If you require further assistance or have any queries, please do not hesitate to contact us.
Our returns policy does not affect your statuary rights.
