Order processing / Returns and refunds policy
SHIPPING
At NEOCA, we strive every day to improve your shopping experience, especially concerning delivery. As soon as your order is confirmed, we proceed with its careful preparation. This includes product verification, quality control, and packaging. This preparation step usually takes between 24 and 48 hours, depending on the volume of orders.
Shipping then follows. The delivery time to your home may vary depending on the products and destination, and can extend up to 15 business days during periods of high demand. We do our utmost to meet announced deadlines, but please be aware that delays may occur, particularly due to global logistical contexts beyond our control.
Delivery fees apply to orders under €70 in metropolitan France and to orders delivered outside metropolitan France.
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ORDER MODIFICATION
You have 24 hours from the confirmation of your order to modify it. All requests must be made by email and sent to the following address: contact@neoca.fr.
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RETURNS AND REFUNDS
In accordance with French law, you have a period of 14 days from the receipt of your order to exercise your right of withdrawal, without having to give reasons or pay penalties. All requests must be made by email to contact@neoca.fr with the completed withdrawal form or any other unambiguous statement expressing the desire to withdraw.
Returned goods must be in good condition and undamaged. Bicycle helmets may be tried on to check size and fit, but must not have been used for extended periods or under prolonged use conditions, for obvious safety and hygiene reasons. The consumer's liability can only be incurred in cases of depreciation of the goods resulting from handling other than that necessary to establish the nature, characteristics, and proper functioning of these goods. Bicycle helmets can be returned in their original packaging to facilitate shipping. The consumer returns or restitutes the goods to the professional or a person designated by the latter, without undue delay and, at the latest, within fourteen days following the communication of their decision to withdraw in accordance with Article L. 221-21.
Personalized, custom-made, or customer-specific products are not eligible for the right of withdrawal. The same applies to items sold during sales periods or special events, unless otherwise stated.
Return costs: Return costs are borne by the consumer, except in the case of a defective product or one not conforming to the order.
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SIZE EXCHANGES
Size exchanges are possible and covered by NEOCA for any first order, within 14 days of receipt. To benefit from this, simply send us your size change request to contact@neoca.fr. Our team will guide you through the process and provide a prepaid return label to make the process as simple and quick as possible.
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NON-CONFORMING OR DAMAGED PRODUCT UPON RECEIPT
If you receive a product that does not conform to your order or has a clear defect, you may request a refund or exchange. To do this, you must report the problem within 14 days of receipt. The product must be returned unused and in its original packaging. An expert assessment of the product will be carried out. Depending on the result, we will proceed with a full or partial refund, or a refusal if the conditions are not met.
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PRODUCTS DAMAGED DURING DELIVERY
Any damage observed on a product during transport must be reported immediately. It is strongly recommended to accompany your report with photographs of the damaged package and product. This will allow us to expedite the claim procedure with the carrier and process your case as quickly as possible.
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REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and we will notify you of the approval or rejection of your refund request (see paragraph RETURNS AND REFUNDS). If your request is approved, the right of withdrawal is exercised and your refund will be processed. A credit corresponding to the total amount paid, including initial order delivery costs (but not return costs) will automatically be applied to your credit card or original method of payment, without undue delay and at the latest within fourteen days from the date on which we are informed of the consumer's decision to withdraw.
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LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company and your bank, as there may be some delay before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at contact@neoca.fr.
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SALE ITEMS (IF APPLICABLE)
Sale items benefit from the same right of withdrawal as full-priced items, in accordance with distance selling regulations.
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CARE INSTRUCTIONS
Please follow the care instructions provided with your bicycle helmet and interchangeable textile accessories. Failure to follow these instructions may void the warranty.
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WARRANTY POLICY
Our products are subject to a 2-year legal conformity warranty for manufacturing defects. This warranty only covers material and manufacturing defects and does not apply to normal wear and tear, accidental damage, or improper use of the product.
You can also find the EU conformity guarantee regarding the European safety approval of our products here.
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MEDIATION AND DISPUTE RESOLUTION
If you have a complaint or dispute with our service, we first invite you to contact our team at contact@neoca.fr. We will do our best to provide you with a satisfactory solution.
If, however, no amicable agreement can be reached, you have the option of contacting our consumer mediator: Association de Médiation de Bretagne Occidentale. You can submit your request to this mediator either:
- by postal mail to the following address:
Association de Médiateurs Bretagne Ouest (AMBO)
Maison des associations Jean Le Coutaller – 5 Pl Louis Bonneaud – 56100 LORIENT - electronically by filling out the dedicated form on the AMBO website:
https://www.ambo.bzh/mediation-consommation/ (enquiry section)
Requests are submitted in French.
The mediator acknowledges receipt of the consumer's request. They review the file to gather, if necessary, from the consumer, all useful information and documents to understand the situation. The consumer is informed by the mediator, within three weeks of receiving their complete file, of the admissibility or rejection of their mediation request.
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CUSTOMER REVIEWS
Reviews published on our website are authentic and come only from customers who have placed an order.
Each review may be moderated to ensure compliance with the law, best practices, and to avoid any abusive, discriminatory, or inappropriate content.
By submitting a review, you agree that it will be made public on our site, accompanied by your first name (or pseudonym).