Refund policy
RETURN & REFUND POLICY
NeoPop jewellery is handmade, and many pieces are unique or one of a kind. Please choose carefully before completing your purchase.
Except where required by applicable South African law, NeoPop does not offer refunds for change of mind.
Earrings — No Voluntary Returns or Exchanges
For hygiene reasons, all earring sales are final.
NeoPop does not accept voluntary returns or exchanges of earrings for change of mind, incorrect choice, colour preference, size preference or any other non-defect-related reason.
This does not affect any rights a customer may have in respect of defective, damaged or incorrectly supplied goods or any other rights that cannot lawfully be excluded.
Other Jewellery
NeoPop does not offer a general voluntary change-of-mind refund policy.
Where NeoPop elects to accept a return outside a customer’s statutory rights, NeoPop may offer an exchange or store credit rather than a cash refund.
Any voluntary return must first be authorised by NeoPop.
The item must be completely unworn, unused and undamaged and must be returned in its original condition and packaging with proof of purchase.
NeoPop reserves the right to refuse any voluntary return that does not meet these requirements.
Handmade & One-of-a-Kind Jewellery
Many NeoPop pieces are individually handmade using semi-precious stones, beads, shells and other natural or handmade materials.
Natural variations in colour, shape, markings, texture and size are part of the individual character of these materials and are not, by themselves, considered defects.
Colours may also appear slightly different depending on photography, lighting, screen settings and the device used to view the product.
Statutory Cooling-Off Rights for Online Purchases
Where a customer has a cooling-off or cancellation right under the Electronic Communications and Transactions Act 25 of 2002 or other applicable legislation, NeoPop will honour that right.
Where permitted by law, the customer will be responsible for the direct cost of returning goods following such a cancellation.
Any statutory exclusions from cooling-off rights will apply where relevant, including applicable exclusions relating to goods made to a customer’s specifications, clearly personalised goods or other goods excluded by law.
Defective, Damaged or Incorrect Goods
Please inspect your order promptly after delivery.
If an item is defective, damaged on arrival or incorrectly supplied, please contact hey@neopop.co.za and provide your order number and, where appropriate, photographs showing the issue.
Where goods fail to meet the standards required by the Consumer Protection Act 68 of 2008, the customer’s statutory rights will apply.
Where required by law, this may include repair, replacement or refund, at the customer’s election where the legislation provides that choice.
Wear, Damage & Jewellery Care
Damage resulting from normal wear and tear, accidental damage, misuse, improper storage or failure to take reasonable care of jewellery is not considered a manufacturing defect.
This includes, where applicable, damage caused by:
- Perfume, cosmetics or chemicals
- Swimming or showering while wearing the jewellery
- Seawater or chlorinated water
- Excessive moisture
- Pulling, stretching or impact
- Improper storage
- Alterations or repairs carried out by another person
Nothing in this section excludes liability where such exclusion would be prohibited by law.
Return Procedure
Please do not return any item without first contacting NeoPop.
All return requests must be sent to hey@neopop.co.za with the relevant order number and reason for the requested return.
NeoPop will provide return instructions where a return is authorised or required.
For voluntary returns accepted by NeoPop, return courier charges and the risk of returning the item are for the customer’s account.
Where applicable law requires NeoPop to bear the cost or risk of a return, NeoPop will do so.
Refunds
NeoPop does not ordinarily provide cash refunds for voluntary or change-of-mind returns.
Where a refund is required by law or expressly approved by NeoPop, it will be processed using the original payment method wherever reasonably possible.
Bank and payment-provider processing times may apply.
International Orders
International customers must contact NeoPop before returning any item.
Unless otherwise required by applicable law, customers are responsible for international return shipping charges and any customs duties, taxes or other charges associated with a voluntary return.
Your Statutory Rights
Nothing in this Return & Refund Policy is intended to waive, restrict or exclude any consumer right or remedy that cannot lawfully be waived, restricted or excluded.
Where this policy conflicts with a mandatory provision of applicable consumer legislation, the applicable legislation will prevail.
Contact Details
NeoPop — Neogroup CC
Registration No. 2006/022131/23
Rosbur Park Unit 25, Neptune Street , Paarden Eiland , Cape Town , South Africa