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Neo-Dyne B.V. — Return & Refund Policy
Last updated: 29-11-2025
This Return & Refund Policy outlines the terms under which products purchased via the Neo-Dyne webshop ("Store") may be returned, refunded, or replaced. This policy applies globally and complements our Terms & Conditions.
1. General Return Eligibility
Due to the industrial and custom-built nature of GLS and GLP Cargo Loaders ("Goods"), general return rights (Right of Withdrawal) do not apply to most purchases.
We will only consider return requests under the following conditions:
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The Goods are demonstrably defective or non-functional due to manufacturing issues
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The return has been pre-approved in writing by Neo-Dyne B.V.
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The return is initiated within 14 days of delivery
Returns for reasons other than verified defects or incorrect delivery are not accepted.
2. Warranty-Based Returns
Goods are covered by a 24-month limited warranty against defects in material and workmanship under normal use.
If a defect is identified:
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You must notify us via email at sales@neo-dyne.com within 48 hours of detection
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You must provide photographic or video evidence to support your claim
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Neo-Dyne will assess whether the issue qualifies under warranty
If approved, we will:
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Arrange a repair or replacement of the defective unit or part
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Cover return shipping costs only if the defect is covered by warranty
Damage caused by misuse, transit incidents (see T&C), improper installation, or unauthorized repairs is not covered.
3. Return Procedure
To initiate a return:
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Contact sales@neo-dyne.com with your order number, detailed description of the issue, and supporting media
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Await written approval and return instructions
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Return the Goods in original or equivalent industrial packaging
Unauthorized returns will be refused. Returned Goods must be in unused condition (except for warranty cases).
4. Refund Terms
Refunds are issued only if:
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Goods are returned with prior written approval
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The returned item is inspected and accepted by our technical team
If eligible, refunds will be processed to the original payment method within 14 business days after confirmation of receipt and inspection.
Restocking fees may apply in certain cases, depending on the condition and reason for return.
5. Shipping Damage and Claims
If the Goods arrive damaged due to transit:
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Follow the inspection and claim instructions in our Terms & Conditions section 2.6
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File the damage claim directly with the carrier
Neo-Dyne is not responsible for refunding or replacing Goods damaged in transit where inspection protocol was not followed.
6. Contact Information
All return inquiries must be submitted to:
Email: sales@neo-dyne.com
Please include order number and full documentation to expedite the evaluation process.