Return Policy
Scope & Purpose
High-fidelity flight simulation hardware is a specialized and capital-intensive product category. Due to the custom nature of many items, our manufacturing and resale economics differ significantly from mass-market consumer goods. NeoEngress prioritizes clear communication and pre-sales support to minimize the likelihood of returns. Nevertheless, our commitment to customer satisfaction remains paramount. Please review this Return Policy carefully - you will be presented with it before completing your purchase, and by proceeding with your order, you acknowledge and agree to its terms.
Resolution First
We encourage customers to contact NeoEngress Support prior to initiating a return. Often, product concerns can be resolved through technical assistance, troubleshooting, or guidance that avoids unnecessary return shipping and delays.
Return Authorization Required
No product should be returned without written prior authorization from NeoEngress. Unauthorized or unsolicited returns will be refused and returned to sender fully at the senders expense. NeoEngress disclaims any liability for losses, costs, or delays resulting from unauthorized return attempts.
Return Eligibility & Process
Standard Components (small, non-custom parts): Eligible for return within 14 calendar days of delivery. Returns must be pre-authorized and submitted in original, undamaged condition. Upon inspection, NeoEngress will issue a full refund of the product purchase price. Shipping, taxes, handling fees, and any related costs are not refundable and must be borne by the customer.
Customized or Initiated Products (e.g., simulated ejection seats, cockpit modules with initiation payments): Generally non-returnable. These high-value, made-to-order items incur significant production costs and limited resale value, so they are excluded from standard return options.
Tolerance for Variations and Cosmetic Issues
NeoEngress products are industrial fabricated, hand-assembled, highly customized items incorporating thousands of individual fasteners, components, and subassemblies. Due to the complexity of the production process and the range of customer-specific modifications, minor cosmetic imperfections and part variations are inevitable. Examples may include but aren't limited to:
Small scratches, scuffs, discoloration or surface marks that do not impair function or safety.
Use of different but equivalent fastener types (e.g., rivets, screws, bolts) in non-critical locations.
Slight visual or dimensional variances among units of the same general model, especially where customer-requested options differ.
Such variations are normal occurrences to NeoEngress products and do not constitute defects. Returns will not be accepted on the basis of minor cosmetic imperfections, minor inconsistencies, or substitutions of equivalent parts, provided the product is functional and performs as intended.
Customers should understand that NeoEngress does not maintain a policy of 100% visual or component uniformity across units even within the same variant unless specifically agreed on and paid for. Return requests based solely on aesthetic concerns or non-functional differences will not be authorized.
Shipping & Packing Recommendations
Despite our rigorous packaging and handling protocols, occasional transit damage may occur. We strongly recommend that customers insure returned shipments. NeoEngress is not responsible for damage occurring during return transit unless shipping was insured and declared.
Policy Changes & Acknowledgement
NeoEngress reserves the right to amend this Return Policy at any time. A copy of the applicable policy version will be provided at purchase, serving as confirmation of terms for that specific order. Revisions will be posted on our website, and continued use of our services or subsequent purchases signify acceptance of the updated policy.
This Return Policy was last updated on 10 Oct, 2020.