Return and Refund Policy - NeoPilot

Return and Refund Policy - NeoPilot

At NéoPilot , we are committed to providing you with a pleasant and quality shopping experience. If you are not satisfied with your purchase, we have a clear and transparent return and refund policy in place.

1. Right of withdrawal

In accordance with current legislation, you have 14 days from receipt of your products to exercise your right of withdrawal, without having to provide reasons or pay penalties.

Conditions for exercising the right of withdrawal:

  • The product must be in its original condition (unused, complete, in its original packaging).

  • The product must not have been damaged or modified.

  • Accessories (remote control, batteries, cables, etc.) must be returned with the product.

To exercise this right, please contact us via our customer service at the following address:
Email : [Contact email address]
Address : [Company Address]

We will provide you with a return number and instructions for returning the product. Return shipping costs are the responsibility of the Customer, unless the delivered product is defective or an error on our part.

2. Returns and Refunds

Once we receive the returned product, we will check its condition. If the product complies with our return policy, we will refund you within 14 days of receiving the returned product.

The refund will be issued using the same payment method used when ordering (credit card, PayPal, etc.). Initial shipping costs will not be refunded unless the return is due to an error on our part or the product is defective.

Exceptions to the right of withdrawal:

  • Opened, used or damaged products will not be refunded.

  • Personalized or custom-made products cannot be returned or refunded, except in the event of a manufacturing defect or an ordering error on our part.

  • Consumable products such as batteries, chargers, accessories are not eligible for return if they have been used.

3. Defective or Incorrect Products

If the product you received is defective, damaged, or incorrect, please contact us as soon as possible, and no later than 14 days after receiving your order. We will offer you a free return and a full refund, or a replacement of the product, whichever you prefer.

For defective products, we will ask you to provide us with a photo or a description of the problem encountered to facilitate the processing of your request.

4. Cancellation of order

If you wish to cancel an order before it is shipped, you can contact us immediately through our customer service. If the order has not yet been processed, we will cancel it and refund the full amount paid.

If the order has already been shipped, you will need to wait to receive the package and follow the standard return procedure to obtain a refund.

5. Products damaged during transport

If your product arrives damaged due to a shipping issue, please contact us immediately. We will ask you to take photos of the damaged product and packaging to help us quickly resolve the issue. We will cover the return shipping costs and issue a replacement or refund.

6. Return Process

Here are the steps to follow to return a product:

  1. Contact our customer service by email at [contact email address] to indicate your intention to return the product.

  2. We will provide you with a return number and return instructions.

  3. Carefully pack the product and its accessories in its original packaging and return it to the following address:
    Return Address : [Company Return Address].

  4. Once we receive the returned product and validate its condition, we will process the refund within 14 days .

7. Return costs

Return costs are the responsibility of the Customer, except in the following cases:

  • The product is defective or incorrect.

  • The product is damaged upon delivery.

Return shipping fees are generally those charged by the carrier at the time of shipment. If you have questions regarding these fees, contact our customer service for more information.

8. Contact

If you have any questions regarding our return and refund policy, or if you need assistance returning a product, please contact our customer service team