Home / Warranty & Returns Policy

The Limited Warranty applies to the Neo Wireless Charger (the ‘Product’) purchased from Global Brands Company Pty Ltd (GBCo).

WHAT IS THE WARRANTY PERIOD?

The Warranty Period for the Neo Wireless Charger purchased from GBCo is 12 months from the date of purchase.

WHAT DOES THE LIMITED WARRANTY COVER?

This Limited Warranty covers any manufacturing defects in material or workmanship under normal use during the Warranty Period. This warranty does NOT cover the following:

  • Accessories (cables and wires / wireless adaptors etc)
  • Wear and tear (damage caused by everyday use)
  • If the Product has been incorrectly used or mishandled in any way
  • Deliberate damage or foul play (damage purposely caused to the Product)

The Neo Wireless Charging Station (the ‘Product’) is distributed in Australia by GBCo. Our Warranty only applies to products purchased in Australia from authorised resellers of the Product. The Warranty does not apply to any product imported directly into Australia by someone other than GBCo. This includes any products ordered online from overseas or from within Australia other than from GBCo. If you are in doubt as to whether our Warranty will apply to the Product you have purchased, please contact us.

RIGHT OF CANCELLATION ('Change of Mind')

If you are not completely satisfied with your Neo purchase, you can return the Product undamaged and in its original condition within 14 days of receipt for a full refund. You must contact us prior to returning the product to advise of your decision to cancel your order within 14 days of receipt. The Product must be returned in its original packaging and include all accessories, manuals and other documentation within this 14 day period.

The Right of Cancellation does not apply to:

  • Goods that have been tampered with or where foul play is present
  • Damaged goods
  • Used goods (if the packaging seal has been broken)
  • Bespoke goods that have been modified or personalised to your specifications

If the Product is returned to us as per the above, we will refund you the full cost of the product minus the delivery costs of your initial purchase. You must bear the cost of any return delivery. We will not be liable for damage occurred during transport upon return to us.

NOTE: Refunds are subject to the above conditions. We withhold the right to decline refunds if a Product does not meet these conditions. You will have to bear the direct cost of any returns.

 WHAT WILL WE DO TO CORRECT ISSUES?

Faulty Items

If you receive a faulty Product you must inform us within 10 calendar days of dispatch to arrange for a refund or replacement. You must return the Product to us so we can test for faults and determine whether you are eligible for a refund or replacement.

If deemed eligible, we will either repair the Product at no extra charge, using new or refurbished replacement parts, or provide you with a replacement Product if a repair is not available (subject to stock and availability). If we do not have a replacement Product available, a full refund will be given (minus any delivery or shipping costs).

Replacement or refunds for faulty goods does not apply to:

  • Goods that have been tampered with or where foul play is present
  • Goods that have been deliberately damaged

Incorrect Items

If an incorrect Product is shipped to you, we will replace with the correct Product once the incorrect Product has been returned to us (subject to stock and availability). If no replacement is available, a full refund will be provided (minus any delivery or shipping costs). You must inform us of any incorrectly received Product/s within 10 calendar days of dispatch to arrange the return of the Product. We will not accept incorrect Products that have been:

  • Opened or used (where the packaging seal has been broken)
  • Tampered with or where foul play is present
  • Deliberately damaged

Lost Items

If you do not receive your Product, please contact us within 7 days of the expected delivery date. We will investigate the delivery of your item and provide a replacement if necessary (subject to stock and availability).

NOTE: We withhold the right to decline any refund or replacement if a Product is returned to us without being subject to the above conditions. You will have to bear the direct cost of any returns.

RETURNS

We must be contacted prior to the return of any Products to arrange for the return and be provided with a description of the issue.

If you receive a faulty or incorrect Product you must contact us within 10 calendar days of dispatch to arrange for return and replacement. For lost items, we must be contacted within 7 days of the expected delivery date.

Faulty, incorrect or ‘Change of Mind’ Products must be returned to us within 14 calendar days of receipt, must be packed in the original packaging and include any accessories, manuals, documentation and registration shipped with the product. All returned goods will be checked by our service department prior to any offer of replacement or refund. If no fault is found, the return of the Product will be at the customer’s expense.

NOTE: If you fail to notify us of a damaged, faulty or incorrect product within 10 calendar days of dispatch we will deem the Product to be of merchantable quality and cannot accept any claims. You will be liable for the cost of any returns.

ISSUES OUTSIDE OF THE NOTICE PERIOD

All items returned outside of 14 calendar days of receipt will be at customer’s expense. Return postal costs will be advised at the time of authorisation of the return.

BEFORE RETURNING YOUR PRODUCT

Before returning your Product to us, please check the following:

  • Read the troubleshooting guide in your user instruction manual.
  • Read the FAQs section of our website for common issues.
  • Contact Neo customer service. We may be able to help you resolve the issue.

Australia:
Email: contact@neowireless.com.au

If you can’t resolve your issue using the above methods, please contact us to discuss the return of your Product.

RETURNING YOUR PRODUCT TO US

You must contact us via the above information before returning any Products or items to us.

When contacting us, please provide your most current contact information, the Product type and model number, your order number and a description of your issue.

We will then determine if your Product is eligible for a repair, refund or replacement and provide you with a reference number if the return is accepted.

Please return the Product in the original packaging and include any accessories, manuals, documentation and registration shipped with the Product. Also include your proof of purchase receipt and/or provide your order number and returns reference number. Ensure your Product is securely packaged as we will not be liable for damaged caused during transit. Please note, you must contact us before returning any Products.

We recommend that you use a reliable courier or tracked method of posting to ensure your item is delivered to us and so you can provide proof of postage if we do not receive your item.

In Australia, you can request ‘Email Track Advice’ (free service) from Australia Post where email updates will be provided to the recipient about the progress of the parcel.

Please return the Product as above to:

Street Address:

Global Brands Company Pty Ltd,
RETURNS,
BRISBANE Logistics,
59 Luke Street,
Hemmant,
Queensland, 4174
AUSTRALIA

NOTE: Please include your order number or returns reference number on the outside of the parcel (for example, written on the address label). 

Please ensure that your Product is carefully packaged as we will not be liable to damage occurred during transit.

PLEASE NOTE: Please allow at least 7 working days from date of return for a replacement unit to be dispatched, allowing ample time for postage, testing and processing.

If you have any questions in regards to your Product or our Warranty, please contact us.