Back up and reset
For devices containing personal data, back up what you need and remove accounts only when instructed.
RETURNS / A CLEAR WAY BACK
Pause. Check.Return correctly.
If a product is not right, arrives damaged or develops a problem, start here before sending anything. We will help identify the correct next step and the information you should prepare.
RETURN PATHSTART HERE
R / 01
01Check the reason
02Request guidance
03Pack after approval
Do not send a product without return instructions.Contact us first so the correct route and return details can be confirmed for your order.
RETURN DECISION DESK
What happened?
Choose the closest answers. This tool gives practical guidance only; final eligibility and instructions are confirmed using your order details.
Tell us about the product
RECOMMENDED NEXT STEP
Request return instructions.
Keep the product unused, retain every included item and contact Neom with your order reference. Do not post the product until return instructions are confirmed.
BEFORE IT LEAVES YOU
Prepare the return properly.
A complete, protected return is easier to identify and assess. Follow the instructions provided for your specific request.
Include every part
Keep the product, supplied accessories, manuals and promotional items together.
Pack it securely
Use suitable protective packaging so the product cannot move or become damaged in transit.
Keep your evidence
Photograph the condition and retain proof of postage or collection until the case is complete.
WHAT HAPPENS NEXT
From return request to resolution.
Request reviewed
Your reason, order and product details are checked.
Instructions issued
The appropriate return or support route is confirmed.
Product assessed
The received product and included items are inspected.
Outcome confirmed
You are informed of the applicable resolution and next steps.
IMPORTANT TO KNOW
Details that protect your return.
These points help prevent delays or confusion while your request is being handled.
Contact us before sending anything
An unapproved parcel may not include the information required to identify or process it correctly.
Keep the product complete
Missing accessories, parts, packaging or included items may affect how the return can be assessed.
Personal data remains your responsibility
Follow the provided instructions for account removal, device reset and data protection before returning a device.
Refund timing depends on the return
Assessment, payment method and financial-provider processing can affect when an approved refund appears.
RETURN QUESTIONS
Clear answers before you send.
For a decision about a specific product, contact support with your order reference.
Contact Neom first. Return instructions and the correct route should be confirmed before any product is sent.
Keep the product and packaging, take clear photographs of the parcel and damage, and contact us promptly with your order reference.
For connected devices, back up important data. Follow the return instructions for signing out, security locks and factory reset before sending the product.
After the return is received and assessed, the outcome is confirmed. The time for an approved refund to appear can also depend on the original payment method and provider.
Contact us using the email address and other details associated with the purchase so the team can try to locate the order.
Ready to start your request?
Have your order reference, product details and clear description ready.