Return & Exchange

This Refund & Exchange Policy applies to all purchases made on neoofficial.my and is issued by NEO Official (M) Sdn Bhd. By placing an order with us, you acknowledge and agree to the terms outlined below.

Product Availability & Delivery Timeline

We offer both Ready Stock and Pre-Order items.

  • Ready Stock items are typically dispatched within 1–3 working days

  • Pre-Order items are typically dispatched within 7–9 working days, excluding Saturdays, Sundays, and Public Holidays


Refund Policy

Refunds are not available under any circumstances. All purchases made on neoofficial.my are considered final, except where expressly stated under this policy.

Shipping and handling fees are non-refundable.

Exchange Policy

We offer a one-time size exchange only, subject to stock availability.

To be eligible for an exchange:

  • Requests must be submitted within 3 days from the date of delivery

  • Items must be returned in original condition, unworn, unwashed, unaltered, and with all original tags intact

  • Sale items and accessories are strictly non-exchangeable

Exchanges are subject to stock availability. If the requested size is unavailable, the exchange request will not be fulfilled.

All return and re-shipping costs are to be borne by the customer.

Eligibility for Defective Items

Returns or exchanges will only be accepted in cases of manufacturing defects exceeding 3cm, including but not limited to:

  • Dyeing defects

  • Unrepairable holes

Any defect-related request must be reported within 3 days from the date of delivery. Requests submitted after this period will not be accepted.

Non-Eligible Reasons for Return or Exchange

Returns or exchanges will not be accepted for reasons including, but not limited to:

  • Fit, comfort, or personal preference

  • Items appearing different from personal expectations

  • Fabric thickness or transparency

  • Unsuitability after purchase

Please note that colour representation may vary due to different screen resolutions and device settings. While we make every effort to ensure accuracy, slight colour variations may occur. Any significant colour differences will be clearly stated in the product description where applicable.

Sizing Disclaimer

  • All measurements are taken by hand; a variance of 1–3cm is considered acceptable

  • Customers are responsible for selecting the appropriate size based on the measurements provided

  • Model measurements and heights may differ from individual customers

  • Size recommendations may be provided upon request; however, the final size selection remains the customer’s responsibility

Parcel Inspection & Acceptance

Customers are strongly advised to inspect their parcel at the time of delivery.
If any item is missing or damaged, the parcel should not be accepted, and customers must contact us immediately.

NEO Official (M) Sdn Bhd will not be held responsible for any claims made after a parcel has been accepted without inspection.