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Returns & Exchanges

Please notify us of your return or exchange before returning a product. Call 1-888-713-2333 or email us sales@neuland.biz so we can advise you where to return the products.

Exchange:
If the product(s) are being exchanged due to delivery damage or defect that cannot be fixed at your location with replacement parts, then Neuland will assume the return delivery cost for the original product(s) and send you the replacement product(s) free of charge by UPS Standard service. If the exchange is for any other reason, then the return delivery cost will be the buyer's responsibility.

Return:
Products can only be returned if unused and in their original packaging. The return delivery cost along with any loss or damage to the product(s) due to the return will be the buyer's responsibility, so please return product(s) pre-paid, with a carrier that can track and insure the product(s). Read "Tracking and Insurance" below.

7-Day Delivery Damage Policy

Please check the outside of the boxes and the products on the day they are received. If your shipping and receiving department notices external box damage when the products are delivered they should notify the truck / UPS driver immediately and request that the freight company makes note of the damage. Notification of returns and exchanges due to delivery damage must be given to us within 7 days from the product arrival date, after this time period we are not able to provide replacement products free of charge.

Credit Card Refund Fee

If a refund is required on an order which was paid by credit card, due to the customer ordering incorrectly or changing their mind; a credit card processing surcharge fee of $10 will be applicable. The remaining product total for the order will then be refunded back onto the credit card.

Packaging Materials

Product(s) must be returned in the original packaging. Please do not throw away any packaging included with your merchandise, such as boxes, styrofoam, cardboard inserts and wooden pallets. We cannot accept products without there original packaging.

Tracking and Insurance

Return product(s) with a traceable carrier (tracking number) and insure the product(s) at their full retail value. Any loss or damage to the product(s) due to the return will be the buyer's responsibility.

Warranty

Our equipment; flipcharts, MeetingBoards, GraphicWall and training cases have a 1 year manufacturing defect warranty from the date of purchase. All other products have a 6 month manufacturing defect warranty. Replacement products and/or parts will assume the original warranty.

Custom Orders

Custom orders cannot be returned or exchanged. A custom product is a product that we do not stock or has a non-standard finish.

Non-returnable Products

The following products cannot be returned because once they have been opened they are not in a resalable condition: MeetingBoard Paper Sheets, Paper Roll, and the TableTop Flipchart Paper.

Discounted Products

Products with a discount applied cannot be returned and may only be exchanged if received with delivery damage.