Return and warranty

At Neow France, we design phones specially designed for children: robust, simple to use and secure. Our warranty and returns policy reflects our commitment to families, with treatment clear, fast and consistent with your rights. We want every parent to have peace of mind by choosing a Neow product.

📩 Manufacturer's warranty

✅ Affected products

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

⏱ Warranty duration

  • Smartphones : 24 months

🛠 What the warranty covers

The warranty covers :

  • The manufacturing defects or technical failures occurring during normal use

Are excluded from the warranty :

  • Unauthorized opening or repair
  • Physical damage (shocks, scratches, cracked screens, oxidation)
  • Software alterations (root, custom ROM, etc.)
  • Non-compliant or abusive use

🔁 Product defective upon receipt

If your product is defective upon opening (out of service upon receipt), you must follow the classic after-sales service procedure:

  1. Go to https://monsavmobile.fr
  2. Click on “I’m having my phone repaired”
  3. After validation of the fault, a new product will be sent to you as a replacement

📝 After-sales service procedure

Any after-sales service request must be made via our approved partner :

âžĄïž https://monsavmobile.fr

Steps to follow :

  1. Click on “I’m having my phone repaired”
  2. If the model is not listed, select any model (it will be corrected during processing)
  3. Attach the following:
    • Device reset
    • Invoice or proof of purchase
    • Explanatory letter of dysfunction
    • Original accessories so useful for support

📱 All devices received are erased completely (factory reset) in compliance with the GDPR.

📩 Shipping and tracking

🔄 Right of withdrawal

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

Procedure :

  • Download the withdrawal form (PDF)
  • The fill out and sign
  • Theinclude in the return package with the product
  • Send the product to this address:
    ONECLICMOBILE 
    Return / Withdrawal Service
    27 Boulevard d’Arras
    13004 Marseille

Conditions :

  • Product new, unused, in his original packaging
  • All original accessories must be present
  • All returns incomplete or damaged will be refused
  • The return is at the customer's expense

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

💰 Refund

Once the return has been validated:

  • The refund will be made within deadline of 7 working days
  • By the same payment method than the one used when ordering
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