Returns and Warranty

At Neow France, we design phones specifically for children: durable, easy to use, and safe. Our warranty and return policy reflects our commitment to families, offering a clear, fast process that respects your rights. We want every parent to have peace of mind when choosing a Neow product.

📦 Manufacturer's warranty

✅ Affected products

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 failures occurring during normal use

The following are excluded from the warranty:

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

🔁 Defective product upon receipt

If your product is defective upon opening (unusable upon receipt), you must follow the standard customer service procedure:

  1. Visit https://monsavmobile.fr
  2. Click on "I want to get my phone repaired"
  3. Once the defect has been verified, a new product will be sent to you as a replacement

📝 After-Sales Service Procedure

All service requests must be submitted through our authorized partner:

➡️ https://monsavmobile.fr

Steps to follow:

  1. Click on "I want to get my phone repaired"
  2. If the model is not listed, select any model (it will be corrected during processing)
  3. Please include the following:
    • Device reset
    • Receipt or proof of purchase
    • Explanatory letter regarding the malfunction
    • Genuine accessories —so useful for maintenance

📢 All devices received are completely wiped (factory reset) in compliance with the GDPR.

📦 Shipping and Tracking

🔄 Right of withdrawal

You have a legal right to cancel your order within 14 days of receiving the product.

Procedure:

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

Terms and Conditions:

  • Brand-new, unused, in its original packaging
  • All original accessories must be included
  • Any incomplete or damaged returns will be refused
  • The customer is responsible for return shipping costs

⚠️ Any returns made more than 14 calendar days after purchase will be refused, and the product will be returned to you at your expense

💰 Refund

Once the return has been approved:

  • The refund will be processed within 7 business days
  • Using the same payment method as the one used when placing the order
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