Returns & After-Sales Support
At NeoPhyi, we stand behind the quality of our dietary supplements and wellness products, and we’re committed to making your shopping experience worry-free. To ensure product safety, fairness, and clarity for every customer, we’ve crafted this straightforward return and after-sales guideline tailored to the unique nature of consumable health goods.

Please take a moment to review these details before placing your order.

1. How to Initiate a Return Request
If you believe your order qualifies for a return, **you must contact us within 72 hours of delivery to start the process. Return requests submitted beyond this timeframe may not be reviewed**.

You can reach our support team through the following channels:
- Email: support@neophyi.com
- Direct message via our official social media platforms

Please note: We do not accept return requests via phone calls or voice messages.

Once your request is approved after review, we’ll send a prepaid return shipping label and step-by-step return instructions to your email within 24–48 hours.

2. Return Shipping Guidelines
To ensure your return is processed smoothly, please follow these steps carefully:
- Pack the product securely in a sturdy box or mailer
- Ensure the item is **unopened, unused, and with its original seal fully intact** (exceptions apply only for verified quality issues)
- Ship the return exclusively using the prepaid label provided by NeoPhyi

Returns sent without prior authorization or to an incorrect address may not be eligible for further support. All returned items will undergo a thorough inspection at our warehouse before any follow-up service is arranged.

3. Required Documentation for Quality-Related Requests
For requests related to product quality, please provide the following information to help us resolve your concern fairly and efficiently:
- Clear photos or short videos of the product
- Photos of the outer packaging and shipping label
- Your order number and purchase confirmation details

4. Approved Return Requirements
For a return to be processed, the following conditions must be met:
- The product must remain unopened, unused, and in its original sealed packaging
- Opened or used products will not be accepted unless a verified quality issue is confirmed
- Returns initiated without prior approval from our team will not be processed

5. After-Service Processing Timeline
- Once your returned item is received and inspected, we’ll initiate the corresponding service within 1–2 business days
- Any applicable reimbursement will be issued to your original payment method
- Depending on your bank or payment provider’s processing time, it may take up to 10 business days for the transaction to reflect in your account

6. Shipping Fee Responsibility
- For returns approved due to product quality issues, we’ll provide a prepaid return label and detailed return instructions at no cost to you
- For other return scenarios, shipping fees may not be reimbursed

7. Eligible Scenarios for Return Support
We’re happy to assist with returns under the following circumstances:
- The product arrives damaged, leaking, or with compromised packaging
- The item received is materially different from your order
- A verified manufacturing or quality defect is identified

8. Scenarios Not Eligible for Return Support
We regret that we cannot offer return support in the following cases:
- Opened or used products (unless a verified quality issue exists)
- Products with broken or missing original seals
- Requests submitted more than 72 hours after delivery
- Duplicate or accidental orders placed by the customer
- Delivery delays caused by shipping carriers
- Product damage due to improper storage or handling after delivery
- Changes of mind or personal preference

9. Undeliverable & Returned Shipments
If a shipment is returned to us as undeliverable (excluding refused packages), you may choose one of the following options:
- Request a reimbursement for the product price
- Request a reshipment at no additional shipping cost

10. Refused Packages
We kindly ask you to avoid refusing packages whenever possible.

- If a package is refused for reasons other than visible shipping damage:
- Support will only be arranged after the package is successfully returned to our warehouse
- Shipping or processing fees may be deducted from your reimbursement
- Please note: Refused shipments may be delayed or lost during return transit. We cannot provide support if the package fails to reach our warehouse
- If you refuse a package due to visible damage upon delivery, please contact us immediately, and we’ll assist you with a replacement or appropriate solution

11. Damaged or Defective Products
If you discover damage or defects after opening your package (e.g., broken seal, leaking product), please contact us promptly with photos or videos as evidence.

Once verified, we’ll send you a prepaid return label and offer either of the following solutions:
- A free replacement shipment
- A full reimbursement

Please note: We require the return of the affected product before issuing a replacement or reimbursement.

12. Fair Use Policy
To ensure fairness for all customers, NeoPhyi reserves the right to limit return support, decline future requests, or refuse service to individuals who submit repeated, excessive, or abusive return claims.

13. Contact Us
If you have any questions about this policy or believe your order qualifies for return support, please reach out to us at:
📧NeoPhyi@outlook.com