Agreement to terms

These Terms and Conditions govern your access to and use of Neo Online at neoonline.store, and every order you place through it. By browsing the store, creating an account, or completing a purchase you accept these terms in full. Neo Online is an online retailer of racquet-sports equipment — pickleball paddles, tennis and padel rackets, balls, court bags, nets, replacement grips and on-court apparel — operated from St. Petersburg, Florida, and shipping within the United States. If you do not agree with any part of these terms, please do not use the site.

Eligibility and accounts

You must be at least 18 years old, or have the consent of a parent or guardian, to place an order. When you create an account you are responsible for keeping your login details confidential and for all activity that happens under your account. Tell us promptly at support@neoonline.store if you believe your account has been used without your permission. We may suspend or close an account that is used in breach of these terms or in a way that harms other customers or the store.

Products, descriptions and availability

We describe every product as accurately as we can, including its material, weight, grip size, head shape and intended level of play. Colours shown on screen can vary slightly from the finished item because of your display, and manufacturers occasionally revise a model’s cosmetics or components between production runs; small variations of this kind are normal and are not defects. All items are subject to availability. If a product is out of stock after you order, we will contact you and either arrange a backorder date or refund that item in full.

Orders and acceptance

Placing an order is an offer to buy. A confirmation email acknowledges that we have received your order; it is not acceptance. Your order is accepted only when we dispatch the goods. We may decline or cancel an order — for example where an item is unavailable, where a price or description was published in error, or where we are unable to verify your billing and delivery details — and where we do, any payment already taken for that order is refunded in full. We reserve the right to limit order quantities.

Pricing and payment

All prices are shown in US dollars and, unless stated otherwise, exclude shipping, which is calculated at checkout. We take payment securely at the time you place your order. We do not store your full card number on our own systems; card details are handled by our payment provider under industry security standards (see our Payment Security page). If a price is listed incorrectly we will let you know before we process the order and give you the choice to proceed at the correct price or cancel.

Shipping and risk

We ship within the United States only. Delivery estimates are given in good faith but are not guaranteed dates, and carrier delays outside our control can occur. Risk in the goods passes to you on delivery. Full carrier, timing and tracking details are set out on our Shipping page, which forms part of these terms.

Returns and refunds

Your rights to return items and receive a refund are set out in full on our Refund and Returns page, which forms part of these terms. In summary, unused equipment in its original condition and packaging may be returned within the stated window; certain items such as gripped or used paddles cannot be returned once used, for hygiene and fair-use reasons.

Acceptable use

You agree not to use the site for any unlawful purpose, not to attempt to gain unauthorised access to any part of it, not to introduce malicious code, and not to copy, scrape or resell our content or product imagery without written permission. We may restrict access to anyone who misuses the site.

Intellectual property

The Neo Online name, logo, site design, text and photography are owned by us or our suppliers and are protected by intellectual-property laws. You may view and print pages for your own personal, non-commercial use only.

Limitation of liability

Nothing in these terms limits any liability that cannot lawfully be limited. Subject to that, our total liability arising from an order is limited to the amount you paid for the goods concerned, and we are not liable for indirect or consequential loss. Sports equipment must be used sensibly and within your own physical limits; we are not responsible for injury resulting from misuse or over-exertion.

Governing law

These terms are governed by the laws of the State of Florida, and any dispute is subject to the courts of Florida. If any provision is found unenforceable, the remaining provisions continue in force.

Changes and contact

We may update these terms from time to time; the version in force is the one published here when you place your order. Questions about these terms can be sent to support@neoonline.store or to Neo Online, 7901 4th St N, Ste 300, St. Petersburg, FL 33702.