Refund and Reshipment Policy
This policy covers our obligations to you as a fulfillment client: when we reship at our own cost, when we credit, and the windows in which claims must be raised.
Last updated 28 August 2026
When we reship at our cost
- The wrong item or wrong variant was picked.
- An item was missing from a multi-item order.
- The order was damaged by our packing rather than in transit.
- We shipped to the wrong address despite correct address data being supplied.
In these cases we reship the correct goods at our own cost, including shipping, and you are not charged a second pick fee.
Damage in transit
Where goods are damaged in transit we open a carrier claim on your behalf and pass through any amount recovered. Photographic evidence from the recipient is required within 7 days of delivery for a carrier claim to be viable, so we ask that your support team collects it as standard.
Lost shipments
A shipment is treated as lost after 15 business days without tracking movement on a domestic lane, or 30 business days on an international lane. We open the carrier claim, and where the carrier accepts liability we pass through the recovery.
Claim windows
| Issue | Raise within | Evidence needed |
|---|---|---|
| Mispick or missing item | 14 days of delivery | Order number and customer photo |
| Damage in transit | 7 days of delivery | Photos of item and outer packaging |
| Lost shipment | 45 days of dispatch | Tracking reference |
| Inventory discrepancy | 14 days of the stock report | SKU and expected count |
Customer returns
Returns are received at the warehouse in the customer's own region, inspected on receipt, and graded per unit as restock, refurbish or write-off. Sellable stock is returned to inventory the same day it is graded. Returns handling is charged per unit at the rate in your agreement.
Deciding whether to refund your end customer is your commercial decision, not ours. We report the condition of what arrived and act on your instruction.
What is not covered
- Delivery delays caused by carriers, customs, weather or events outside our control.
- Duties and taxes refused by the recipient.
- Product defects originating with the manufacturer, unless the goods were sourced and inspected by us under a sourcing agreement.
- Losses arising from inaccurate product data, weights, dimensions or customs classifications supplied by you.
How to raise a claim
Send the order number, the issue and any supporting evidence to your account manager, or to contact@neofulfill.com. We acknowledge as soon as we have looked at it and resolve or give a decision within five.