Returns and warranty

At Neow France, we design phones especially for children: robust, easy to use and secure. Our warranty and returns policy reflects our commitment to families, with clear, fast handling that respects your rights. We want every parent to have peace of mind when choosing a Neow product.

📦 Manufacturer's warranty

✅ Products concerned

The manufacturer's warranty applies only to products purchased on the official neow.fr website.

⏱ Warranty period

• Smartphones: 24 months

🛠 What the warranty covers

The warranty covers:

• Manufacturing defects or technical faults arising from normal use.

The warranty does not cover:

• Unauthorized opening or repair
• Physical damage (bumps, scratches, cracked screens, oxidation)
• Software alterations (root, custom ROM, etc.)
• Improper or abusive use

🔁 Defective product upon receipt

If your product is faulty on opening (out of order on receipt), you must follow the standard after-sales procedure:

1. Visit https://monsavmobile.fr
2. Click on "I want my phone repaired".
3. After validation of the breakdown, a new product will be sent to you as a replacement.

📝 After-sales procedure

All after-sales service requests must be made through our authorized partner:

➡️ https://monsavmobile.fr

Steps to follow:

1. Click on "I want my phone repaired".
2. If the model is not listed, select any model (it will be corrected during processing).
3. Please enclose the following items:

• • Device reset
  • Invoice or proof of purchase
  • Letter explaining the malfunction
  • Genuine accessories, if required for pick-up

📢 All devices received are completely erased (factory reset) in compliance with RGPD.

📦 Shipping and tracking

• Shipping costs are at the customer's expense .
• After-sales service takes 7 to 15 working days after receipt.
• Track your file here:
  https://monsavmobile.fr/#!/en/tracking/search

🔄 Right of withdrawal

You have a legal period of 14 days after receipt of the product to exercise your right of withdrawal.

Procedure:

• Download the withdrawal form (PDF)
• Fill in and sign
• Include itin the return package with the product
• Send the product to this address:
  ONECLICMOBILE
  Service Retour / Retractation
  27 Boulevard d'Arras
  13004 Marseille
  

Conditions:

• New, unused product in original packaging
• All original accessories must be present
• Incomplete or damaged returns will not be accepted
• Return shipping is at the customer's expense

⚠️ Any return after 14 calendar days will be refused and the product will be returned to you at your expense.

💰 Refund

Once the return has been validated :

• Refunds will be made within 7 working days.
• By the same method of payment used to place your order