At Neo Trenz, all customized corporate gifts and branded merchandise are produced exclusively based on each client’s specific requirements. Due to the bespoke nature of these items, we maintain a strict no-return and no-cancellation policy once an order is confirmed.

Order Cancellations

  • Before Production Begins: Requests for order cancellation must be submitted via email to [email protected] within 4 hours of placing the order, referencing your Order ID. Approval for cancellation at this stage is subject to feasibility.
  • After Production Commences: Once production has started, cancellations cannot be accommodated, as the products are custom-made specifically for the client.

Returns Policy

Customized products are non-returnable except in the following circumstances:

  • Damaged Products: Customers must report any damage within 24 hours of delivery, providing clear photographs of the product, packaging, and complete unpack to counting the products, complete unboxing video.
  • Incorrect Customization: If the delivered item does not align with the approved design specifications as mentioned in the pre-production mock-up, Neo Trenz will arrange for a replacement.
  • Manufacturing Defect: Any defect affecting product usability will be assessed and resolved accordingly.

Please note: Minor deviations in physical product & Logo color, print or sizing that arise due to the production process do not qualify as defects.

Raising a Return or Replacement Request

  1. Email [email protected] within 24 hours of receiving the order. Include your Order ID, photos demonstrating the issue, and the complete unboxing video.
  2. Our team will review your request within 2–3 business days.
  3. If approved, Neo Trenz will provide an appropriate resolution, which may include a replacement or order correction. This solution changes as per order severity, customer demand and other internal factors.

Non-Eligible Cases for Returns & Cancellations

  • Once delivered, customized products are not eligible for return.
  • Change of mind or personal preference after order placement is not covered.
  • Delays due to logistics partners or unforeseen circumstances are not grounds for return, though Neo Trenz will assist with order tracking and support.
  • Industry-standard data security protocols are in place to protect your information against unauthorized access or breaches.

By placing an order at Neo Trenz, you consent to the terms outlined in this Returns & Cancellation Policy.