Refund policy

At NeoVeo, we are committed to providing professional-grade 3D printing equipment. However, if a product does not suit you, our return procedure is designed to be simple, transparent and compliant with European standards.

1. RIGHT OF WITHDRAWAL (14 DAYS)

In accordance with applicable law, you have a period of 14 calendar days after receiving your order to exercise your right of withdrawal, without having to give any reason or pay any penalty.

Conditions of eligibility for return:

  • 3D Printers: The product must be in its new, unused condition, complete (accessories, cables, manuals) and placed back in its original packaging (boxes and protective foam).

  • Consumables (Filaments, Resins): For preservation reasons, the spools and bottles must be hermetically sealed (unopened). Any opened consumable cannot be taken back.

2. RETURN COSTS ("SIMPLIFIED RETURN" OFFER)

We want your experience to be risk-free.

  • France & Europe: Return costs are 100% covered by us. We provide you with a prepaid label.

  • International (outside the EU): A return label will be provided to you. Reduced logistics fees may apply depending on the geographical area (contact us).

3. MANUFACTURER'S WARRANTY (2 YEARS)

As an official reseller, all equipment sold on NeoVeo benefits from a 2-year commercial warranty (parts and labour).

  • After-sales service management: After-sales service is handled directly by our technical team. In the event of a breakdown, you do not need to contact the manufacturer in China. We handle the diagnosis and the dispatch of spare parts or the standard exchange.

  • Exclusions: The warranty covers manufacturing defects. It does not cover normal wear parts (nozzles, FEP screens, build plates) or damage caused by improper use or unauthorised modification of the machine.

4. RETURN PROCEDURE (STEP BY STEP)

To initiate a return (withdrawal or warranty), the procedure is strictly governed to ensure traceability:

  1. Request: Send an e-mail to contact@neoveo.fr stating your order number and the reason for the return.

  2. Validation: Our customer service validates the request within 24h and sends you the prepaid shipping voucher (PDF) by e-mail.

  3. Shipment: Stick the label on the original box and drop off the parcel at the indicated collection point.

5. REFUND

Upon receipt of the parcel at our logistics warehouse:

  • We inspect the equipment (within 48 working hours).

  • Once conformity has been validated, the refund is triggered immediately to the payment method used at the time of purchase.

  • The banking time for the funds to appear is generally 3 to 5 working days.

6. DISPUTES & SHIPPING DAMAGE

If your parcel arrives visibly damaged, you must imperatively report it to the carrier upon delivery or contact us within 24h with photos. Once the damage has been confirmed, we will immediately offer you two options: a brand-new replacement of the product or a full refund.