Refund policy

ORDER MODIFICATION

You may modify your order until it has been processed by our team. Any request must be made via email and sent to the following address: contact@neoca.fr.


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RETURNS AND REFUNDS

In accordance with French law, you have 14 days from the receipt of the item in question to exercise your right of withdrawal, without the need to provide a reason or pay a penalty.

To be eligible for a return, the item must be returned in its original packaging, in good condition, and undamaged. Bicycle helmets may be tried on solely to check size and fit; they must not have been used for an extended period or under normal usage conditions, for obvious safety and hygiene reasons.

Personalized, custom-made, or made-to-order products are not eligible for the right of withdrawal. The same applies to items sold by partners, items purchased during sales, or items bought during special events, unless otherwise stated.

A refund for the purchase cannot be requested on the grounds of delivery failure due to the customer's unavailability.

You have 14 days from the receipt of your order to submit a return and refund request. Requests can be made by emailing a completed withdrawal form to contact@neoca.fr or by using the dedicated button in your customer account area.

Return shipping costs: Return shipping costs are the responsibility of the consumer, except in cases where the product is defective or does not match the order.


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SIZE EXCHANGES

Exchanges for different sizes or colors are possible and covered by NEOCA for first-time orders, within 14 days of receipt. To take advantage of this service, simply send your exchange request to contact@neoca.fr or use the dedicated button in your customer account area. Our team will guide you through the next steps and provide a prepaid return label to make the process quick and easy.


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INCORRECT OR DAMAGED PRODUCT UPON RECEIPT

If you receive a product that does not match your order or has an obvious defect, you may request a refund or an exchange. To do so, you must notify us of the issue within 14 days of receipt. The product must be returned unused and in its original packaging. The product will be inspected. Depending on the outcome, we will issue a full or partial refund, or decline the request if the conditions are not met.


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PRODUCTS DAMAGED DURING DELIVERY

Any damage to a product discovered during transit must be reported immediately. We strongly recommend including photographs of the damaged package and the product with your report. This will allow us to expedite the claim process with the carrier and handle your case as quickly as possible.


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REFUNDS (IF APPLICABLE)

Once we have received and inspected the returned item, we will send you an email to confirm receipt and inform you of our decision regarding the approval or rejection of your refund request. If approved, your refund will be processed, and a credit will be automatically applied to your credit card or original payment method; the timeframe for this depends on your bank or payment provider.

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LATE OR MISSING REFUNDS (IF APPLICABLE)

If you have not yet received your refund, please check your bank account again. Next, contact your credit card issuer and your bank, as there may be a delay before the refund officially appears. If you have taken these steps and still have not received your refund, please contact us at contact@neoca.fr. ----


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SALE ITEMS (WHERE APPLICABLE)

Sale items are subject to the same right of withdrawal as full-priced items, unless clearly stated otherwise at the time of sale.


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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

We offer a 2-year statutory warranty against manufacturing defects. This warranty covers only 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 warranty regarding the European safety certification of our products here.


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MEDIATION AND DISPUTE RESOLUTION

If you have a complaint or a dispute regarding our service, we invite you to first contact our team at contact@neoca.fr. We will do our utmost to provide a satisfactory solution.

However, if an amicable agreement cannot be reached, you may refer the matter to our consumer mediator: *Association de Médiation de Bretagne Occidentale*. You can submit your request to this mediator either:

by 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/ (under the "demande de renseignements" / information request section)
Requests must be submitted in French.

The mediator acknowledges receipt of the request to the consumer. They review the file to gather—where necessary—any information and documents from the consumer that are useful for understanding the situation. The mediator informs the consumer whether their mediation request is admissible or rejected within three weeks of receiving the complete file.


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CUSTOMER REVIEWS

The reviews published on our website are authentic and come solely from customers who have placed an order.

Each review may be moderated to ensure compliance with the law and best practices, and to prevent any abusive, discriminatory, or inappropriate content.

By submitting a review, you agree to it being made public on our site, accompanied by your first name (or pseudonym).