Refund policy

We want you to be happy with your NEO CUCINA machine. If it is not the right fit, you can return it within 30 days of delivery.

Returns Within 30 Days
You can return a machine within 30 days of delivery for any reason, with no restocking fee. For orders shipped within the United States, return shipping is free. Contact us and we will email you a prepaid return label.

Machines that have been used can be returned, as long as they are in good, resalable condition. Please send the machine back in its original packaging with all accessories and documentation.

We may decline a return, or charge a cleaning fee, if the machine shows excessive wear, heavy residue, physical damage, or missing parts.

After 30 Days
After 30 days, machines can be returned only for a defect covered by the warranty. We cover return shipping for confirmed defects.

Defective, Damaged, or Incorrect Items
Please check your order when it arrives and contact us right away if anything is defective, damaged, or incorrect. Once we confirm the issue, we will repair or replace the machine, or refund it. We cover return shipping for confirmed defects, damage in transit, and shipping errors.

Paper Bowls and Lids
Unopened packs of paper bowls and lids can be returned within 30 days of delivery. Once a pack has been opened, it cannot be returned for hygiene and food safety reasons, unless it arrived damaged, defective, or incorrect.

How to Start a Return
Email support@neocucina.com or use our Contact page and tell us what you would like to return. Please contact us before sending anything back, since items returned without contacting us first may be refused.

Non-Returnable Items
- Opened packs of paper bowls and lids, unless they arrived damaged, defective, or incorrect
- Custom products
- Gift cards

Refunds
Once we receive and inspect your return, we will refund your original payment method within 10 business days. Your bank or card issuer may take a few additional days to post it.

Original shipping charges are not refunded, except for defective, damaged, or incorrect items. Refunds for non-defective returns will reflect any applicable cleaning fee.

Exchanges
We do not offer direct exchanges for non-defective items. The quickest way is to return the original item and place a new order.

Your Rights Under Consumer Law
This policy is in addition to the rights you have under the consumer laws of your country. Nothing in this policy limits or excludes those rights.

Contact
For any question about a return, email support@neocucina.com.