Refund and Reshipment Policy
A customer reports a problem with an order. What happens next? This page explains when we reship, when we credit and how quickly you need to raise the claim.
Last updated 28 August 2026
When do we pay for the reshipment?
- We picked the wrong item or variant.
- We missed an item in a multi-item order.
- Our packing damaged the order before it entered transit.
- We used the wrong address even though you supplied the right one.
In any of these cases, we send the correct goods at our cost. We pay the shipping. We do not charge you a second pick fee.
For example, the order asks for a blue item and we pick red. Send us the order number and the customer photo within the claim window. We check the pick, then we send the blue item at our cost.
What if the carrier damages it?
Damage in transit is a carrier claim. We open that claim for you and pass on any amount the carrier pays. The recipient must send photos within 7 days of delivery. Ask your support team to collect photos of both the item and the outer packaging every time.
When is a shipment lost?
We check the tracking first. A domestic shipment is treated as lost after 15 business days with no tracking movement. For an international shipment, the period is 30 business days. We open the carrier claim and pass on the recovery if the carrier accepts liability.
How quickly must you raise it?
| Issue | Raise within | Evidence needed |
|---|---|---|
| Mispick or missing item | 14 days of delivery | Order number and customer photo |
| Damage in transit | 7 days of delivery | Photos of item and outer packaging |
| Lost shipment | 45 days of dispatch | Tracking reference |
| Inventory discrepancy | 14 days of the stock report | SKU and expected count |
What happens to a customer return?
The customer sends the return to a warehouse in their own region. When it arrives, we inspect that unit and give it one grade: restock, refurbish or write-off. If it can be sold again, it goes back into inventory on the day we grade it. You pay the per-unit returns fee in your agreement.
You decide whether to refund your customer. That is your commercial decision. We tell you what arrived, report its condition and follow your instruction.
What do we not cover?
- We do not cover a delay caused by a carrier, customs, weather or another event outside our control.
- We do not cover duty or tax that the recipient refuses to pay.
- We do not cover a defect caused by the manufacturer, unless we sourced and inspected the goods under a sourcing agreement.
- We do not cover a loss caused by inaccurate product data, weights, dimensions or customs classifications that you supplied.
How do you start a claim?
Send the order number, a description of the problem and the supporting evidence to your account manager or contact@neofulfill.com. We acknowledge the claim after we have looked at it. We then resolve it or give a decision within five.