Refund and Returns Policy
Last Updated: 04 APRIL 2026
At NeoWanderer, we want you to feel confident about every purchase you make with us. We carefully select our travel essentials with the modern traveller in mind, but we understand that sometimes a product may not be quite right for you.
If you have an issue with your order, please contact us and we’ll do our best to make things right.
Returns
Return requests should be made within 7 days of delivery. Returns are subject to the product’s eligibility and applicable supplier requirements.
To be eligible for a return, the item must:
- Be unused and in its original condition.
- Be returned with its original packaging, tags, and accessories where applicable.
- Not show signs of use, washing, damage, or alteration.
- Be accompanied by your order details or proof of purchase.
Items that have been used, damaged after delivery, or returned without their original packaging may not be eligible for a refund.
Non-Returnable Items
For hygiene and safety reasons, certain products may not be eligible for return once opened or used. This may include personal-care, hygiene, or other products where resale in an unused condition is not possible.
If you are unsure whether an item qualifies for a return, please contact us before sending it back.
Damaged or Incorrect Items
We want your order to arrive safely and as described.
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.
Please include:
- Your order number.
- A brief description of the issue.
- Clear photographs of the item and, where applicable, its packaging.
We will review the matter and work with our fulfilment partner to arrange an appropriate resolution, which may include a replacement, partial refund or full refund.
Change of Mind
If you simply change your mind about a purchase, you may request a return within the applicable return period, provided the item meets our return conditions.
Return delivery costs for change-of-mind returns may be the responsibility of the customer.
Return Shipping
Unless the item is damaged, defective, or incorrectly supplied, the customer may be responsible for the cost of returning an item.
Please contact us before sending anything back. We will provide the appropriate return instructions and return address.
We cannot guarantee a refund for items returned without prior approval.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
Approved refunds will be processed using the applicable payment method or another agreed method.
Please allow reasonable processing time for the refund to reflect in your account. The time taken for the funds to appear may depend on your payment provider or financial institution.
Original delivery charges may not be refundable unless the return is due to an error on our part or the item arrived damaged or defective.
Exchanges
Where possible, we may offer an exchange for an item that is damaged, defective, or incorrectly supplied.
For change-of-mind returns, exchanges are subject to product availability.
Order Issues
If you believe there is a problem with your order, please contact us before returning the item. This allows us to help you as quickly as possible and provide the correct return instructions.
Contact Us
For questions about returns, refunds, or an order you’ve received, please contact NeoWanderer through our Contact Us page or the contact details provided on our website.
Please include your order number whenever contacting us about an existing order so that we can assist you more quickly.
Thank you for shopping with NeoWanderer.
We’re a small business with a big heart, and we genuinely appreciate your support. Every order helps us continue building a travel brand created with fellow wanderers in mind.