Our promise

We want you to be happy with your equipment. If something is not right, Neo Online accepts returns of eligible items within 30 days of delivery. This page explains what can be returned, how to do it, who pays for return shipping, and how quickly you will be refunded.

Return window

You have 30 days from the day your order is delivered to request a return. Requests made after 30 days cannot be accepted. To start a return, email us at support@neoonline.store with your order number and the item you want to return, and we will send you return instructions and a return address.

Condition of returned items

To be eligible, items must be unused, in the same condition you received them, and in their original packaging with any tags, protective film and included accessories. Paddles and rackets must not have been used on court, and any grip film must be intact. We inspect every return on arrival, and we may reduce or decline a refund for items returned used, damaged through misuse, or missing parts or packaging.

Items that cannot be returned

For hygiene, safety and fair-use reasons, we cannot accept returns of:

• paddles, rackets or grips that have been used, re-gripped or show court wear;
• opened tins or sleeves of balls;
• worn apparel, socks or wristbands;
• gift cards and clearance items marked final sale.

Faulty or incorrect items

If an item arrives faulty, damaged in transit, or is not the item you ordered, contact us within 7 days of delivery with photographs. We will arrange a replacement or a full refund including any shipping you paid, and we will cover the cost of returning the faulty item. This does not affect normal wear that comes from using sports equipment.

Who pays for return shipping

For a change-of-mind return, you pay the return shipping and we recommend a tracked service, because we cannot refund an item we do not receive. For a faulty, damaged or incorrect item, we pay the return shipping. Original shipping charges are refunded only where the return is due to our error or a fault.

Refunds

Once we receive and inspect your return, we will email you to confirm the outcome. Approved refunds are issued to your original payment method within 5 to 10 business days, though your bank may take a little longer to show the credit. Refunds cover the price of the returned goods; original outbound shipping is non-refundable except where the return is our fault.

Exchanges

The quickest way to exchange an item — for a different grip size or weight, say — is to return the original for a refund and place a new order, so you are not waiting on stock. If you would prefer a direct exchange, email us and we will help where the replacement is available.

Cancellations

If you need to cancel an order, contact us as soon as possible. If it has not yet been dispatched we will cancel it and refund you in full. If it has already shipped, treat it as a return once it arrives.

How to return an item, step by step

Returning something is simple. First, email us at support@neoonline.store within 30 days of delivery with your order number and the item you want to return, and tell us whether you would like a refund or a replacement. Second, we will reply with return instructions and the return address. Third, pack the item securely in its original packaging with all tags and accessories, and include a note with your order number inside the box. Fourth, send it back using a tracked service and keep your proof of postage. When it reaches us we inspect it and email you to confirm your refund or replacement.

Packing your return

Please pack returns as carefully as we pack your order. Use the original box or a sturdy equivalent, protect paddles and rackets so the face and frame cannot be scratched in transit, and do not tape labels directly onto product packaging. Items that arrive back damaged because of poor packing may not qualify for a full refund.

Sale and clearance items

Items marked final sale or clearance are sold at a reduced price and cannot be returned for a change of mind, though your rights in respect of faulty goods are unaffected. The product page and your receipt make clear when an item is final sale.

Gifts

If you received an item as a gift, you can return an eligible unused item within the same 30-day window; we will issue store credit for the value of the returned goods rather than refunding the original purchaser, unless the purchaser requests the refund themselves.

Restocking

We do not charge a restocking fee for eligible change-of-mind returns in original condition. We reserve the right to apply a reasonable reduction to a refund where an item is returned showing use, missing parts, or without its original packaging.

Contact

For any return, exchange or refund question, email support@neoonline.store with your order number and we will help. Returns are handled by Neo Online, 7901 4th St N, Ste 300, St. Petersburg, FL 33702.