Refund & Cancellation Policy

1. Policy Overview

NEOLEN SERVICES PRIVATE LIMITED believes in helping its customers as far as possible, and has therefore a liberal cancellation policy. Under this policy, we strive to accommodate reasonable cancellation and refund requests while maintaining fair business practices.

2. Cancellation Terms

2.1 General Cancellation Policy

• Cancellations will be considered only if the request is made immediately after placing the order
• However, the cancellation request may not be entertained if the orders have been communicated to the vendors/merchants and they have initiated the process of shipping them
• We reserve the right to refuse cancellation requests if the service has already been initiated or delivered

2.2 Service-Specific Cancellations

For healthcare services and consultations, cancellations must be made at least 24 hours before the scheduled appointment time. Emergency cancellations may be considered on a case-by-case basis.

3. Perishable Items Policy

• NEOLEN SERVICES PRIVATE LIMITED does not accept cancellation requests for perishable items like flowers, eatables, etc.
• However, refund/replacement can be made if the customer establishes that the quality of product delivered is not good
• Quality issues must be reported within 24 hours of delivery
• Photographic evidence may be required to process quality-related refunds

4. Damaged or Defective Items

4.1 Reporting Damaged Items

In case of receipt of damaged or defective items, please report the same to our Customer Service team immediately. The request will be entertained once the merchant has checked and determined the same at their own end.

4.2 Reporting Timeline

• This should be reported within 30+ Days of receipt of the products
• In case you feel that the product received is not as shown on the site or as per your expectations, you must bring it to the notice of our customer service within 30+ Days of receiving the product
• The Customer Service Team, after looking into your complaint, will take an appropriate decision

4.3 Required Documentation

• Clear photographs of the damaged/defective item
• Original packaging and labels
• Order confirmation details
• Detailed description of the issue

5. Warranty Items

5.1 Manufacturer Warranty

In case of complaints regarding products that come with a warranty from manufacturers, please refer the issue to them directly. We will provide necessary support and documentation to facilitate warranty claims.

5.2 Our Support

• We will assist you in contacting the manufacturer
• Provide necessary purchase documentation for warranty claims
• Coordinate with manufacturers on your behalf when possible
• Follow up on warranty claim status

6. Refund Timeline and Process

6.1 Refund Processing Time

In case of any Refunds approved by the NEOLEN SERVICES PRIVATE LIMITED, it'll take 9-15 Days for the refund to be processed to the end customer.

6.2 Refund Methods

• Refunds will be processed through the same payment method used for the original transaction
• For cash on delivery orders, refunds will be processed via bank transfer
• Processing fees, if any, will be deducted from the refund amount
• You will receive a confirmation email once the refund is processed

6.3 Refund Eligibility

• Items must be in original condition with all tags and packaging
• Refund requests must be made within the specified time limits
• All required documentation must be provided
• Items must not be used or damaged by the customer

7. Contact Information

For questions about refunds, cancellations, or to report issues, please contact us: