Returns & Refund Policy

Once an order moves beyond pending payment or enters processing or shipment, self-service cancellation may not be available in your account. Platform administrators can cancel eligible orders and restore inventory to merchant stock.

Merchants cannot cancel orders through the merchant portal; cancellation and restock are handled through admin workflows to protect inventory accuracy.

When an administrator cancels a paid Stripe order, our system records the cancellation and may flag the payment for manual refund processing in the Stripe Dashboard unless an automated refund has already been applied (for example, late payments after system cancellation).

Refund timing depends on your card issuer after we initiate the refund. Contact support with your order number if you believe a refund is owed.

COD orders are marked for payment upon delivery. If an order is cancelled before delivery, no cash collection should occur. If you already received goods in error after a cancellation, contact support promptly.

If you receive a damaged, defective, or materially incorrect item, contact support within 14 days of delivery. Include your order number, photos where applicable, and a description of the issue.

Because NeoBuy is a multi-merchant marketplace, returns may be coordinated between platform support and the fulfilling merchant. Return shipping instructions and outcomes depend on the specific case and merchant policy.

Digital goods, perishable items, or products marked as final sale (when disclosed on the product page) may not be eligible for return. Abuse of the returns process may result in account restrictions.

For cancellation, refund, or return requests, reach out via the support email configured in our platform settings and include your order number (NB-…).

We aim to acknowledge support requests within two business days.