Shipping policy

SHIPPING

At NEOCA, we are constantly striving to improve your delivery experience. Every day, we aim to meet the expectations of our customers when they receive their orders!

Delivery takes place in two stages:

  • Order preparation and dispatch: This process takes 24 to 48 hours, depending on order volume.
  • Shipping and delivery to your home: Delivery times vary based on the product and destination (up to 7 business days during periods of high demand). We do our utmost to meet the stated delivery times, but please be aware that delays may occur, particularly due to logistical circumstances beyond our control.

In the event that the customer is absent from their home or fails to collect the parcel from a pickup point, rendering delivery impossible, the cost of re-shipment shall be borne by the customer.
A refund for the purchase cannot be requested on the grounds of delivery failure due to the customer's unavailability.

Shipping fees apply to orders under €100 within mainland France and to orders delivered outside mainland France.

 

IMPORT DUTIES

Displayed prices and shipping fees do not include customs duties, import taxes, customs clearance fees, or any other local taxes applicable in the destination country. These costs are the sole responsibility of the recipient and must be paid directly to the customs authorities or the carrier. NEOCA cannot be held liable for delays or additional costs related to customs procedures.


ORDER MODIFICATION

You have 24 hours to modify your order by contacting us at contact@neoca.fr.


RETURNS AND REFUNDS

Our return policy lasts 14 days. Unfortunately, if 14 days have passed since your purchase, we cannot offer you a refund.

To be eligible for a return, your item must be unused and in the same condition as you received it, in its original packaging. For safety and hygiene reasons, bicycle helmets must not have been worn. Neoca reserves the right to refuse a refund request if the reason is not deemed valid or is not due to factors within our control. More generally, a refund is only possible if the item is received defective, damaged, torn, or broken.

Items purchased via a distributor, at a trade show, fair, or any similar event organized by Neoca are not eligible for return, nor are sale items.

 


SIZE EXCHANGES

Neoca accepts and covers the cost of size exchanges for the initial order within 30 days of receipt. To arrange this, please contact Neoca at contact@neoca.fr. Our team will guide you through the return procedure to process the exchange. We will provide a prepaid return label to simplify the process.

 


NON-CONFORMING OR DAMAGED PRODUCTS UPON RECEIPT

Neoca accepts and covers the cost of returns and refunds for products that are non-conforming or damaged upon receipt. Refunds are subject to Neoca’s approval following an inspection of the returned product, which must be unused and in its original packaging. Issues must be reported within 14 days of receipt; otherwise, the refund may be partial or denied, depending on the reason.

 

PRODUCTS DAMAGED DURING DELIVERY

Damage occurring during delivery must be reported immediately—ideally with photos of the damaged package and product—to expedite the claims process.

 

WITHDRAWAL PROCEDURE

We do not accept returns of gift cards.

To make a return, please contact us at contact@neoca.fr with your receipt or proof of purchase, or use the dedicated button in your customer account area.
Return shipping costs are the responsibility of the customer.

 

REFUNDS (IF APPLICABLE)

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

 


LATE OR MISSING REFUNDS (IF APPLICABLE)

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

 


SALE ITEMS (IF APPLICABLE)

Only regular-priced items are eligible for a refund. Sale items are non-refundable.

 


CARE INSTRUCTIONS

Please follow the provided care instructions with your bicycle helmet and the interchangeable fabric accessories. Failure to follow these instructions may void the warranty.

 

WARRANTY POLICY

We offer a one-year limited warranty against manufacturing defects. This warranty covers only defects in materials and workmanship and does not apply to normal wear and tear, accidental damage, or improper use of the product.

 

PERSONAL DATA PROTECTION

We are committed to protecting our customers' personal data when processing returns and exchanges. Your information will be used solely for the purpose of your return or exchange request.