Refund policy

At NEO CUCINA, we want you to love your purchase. If you’re not fully satisfied, we offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Return Eligibility

To be eligible for a return, the item must be returned in good and resalable condition, with all accessories, manuals/documentation, and original packaging included. A proof of purchase is required.

Products that show excessive wear, misuse, missing parts, physical damage, or heavy residue/soil may be refused. If returned in a condition requiring extra cleaning or refurbishment, additional fees may apply.

Non-Defective Returns (Change of Mind / Not a Fit)

If the return is not related to a defect, damage, or shipping error:

• A 15% restocking fee will apply (15% of the item price) to cover inspection, sanitation, testing, and repackaging.
• Original shipping costs are non-refundable.
• Return shipping is the customer’s responsibility.

Defective / Damaged / Incorrect Items

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or shipped in error, so we can evaluate the issue and make it right.

If the device is confirmed defective or arrives damaged/incorrect, we will work with you on the fastest resolution, which may include repair, replacement, or return for refund. In many cases, we will arrange for the device to be returned and send a replacement unit once the issue is confirmed. Return shipping costs for confirmed defects/shipping errors will be covered by us.

How to Start a Return (RMA Required)

To initiate a return, contact us at support@neocucina.com or through our Contact page to request a Return Merchandise Authorization (RMA) number.

After receiving your RMA, ship the item back to us within 7 days, using a trackable carrier. Returns sent without an RMA may be refused.

Exceptions / Non-Returnable Items

Non-returnable items include:

• Disposable paper bowls (non-returnable unless they arrive damaged, defective, or shipped in error)
• Opened consumables
• Gift cards
• Custom products
• Digital or service-based products (e.g., store setup packages, menu designs) once delivered

Refunds

Once we receive and inspect your return, we’ll process your refund within 10 business days to your original payment method. Please note it may take additional time for your bank or credit card company to post the refund.

Refunds for non-defective returns will reflect any applicable restocking fee, and exclude original shipping costs.

Exchanges

For non-defective exchanges (e.g., you ordered the wrong item or changed your mind), we do not offer direct exchanges. The quickest option is to return the original item (subject to our return policy) and place a new order.

Contact

You can always contact us for any return question at support@neocucina.com.