TERMS OF SERVICE

Welcome to neooo ("we", "us", "our"). neooo operates this website, including all related features, content, and products (the "Services"). Our store is powered by Shopify, which provides the online e-commerce platform enabling us to sell our products to you.

By visiting our site or purchasing from us, you agree to these Terms of Service ("Terms") and our Privacy Policy. Please read them carefully.

Section 1 - Access and Account Eligibility

By agreeing to these Terms, you confirm that you are at least the age of majority in your legal jurisdiction of residence. To access certain features or place orders, you may need to provide accurate billing, payment, and contact information. You are solely responsible for maintaining the confidentiality of your account credentials and for all activities under your account.

Section 2 - Products, Orders, and Pricing

• Product Accuracy & Variations: We strive to display product colors and details as accurately as possible. However, because our pieces feature natural and lab-created diamonds and gemstones, slight variations in color, size, shape, and overall appearance will occur, making each piece unique. We cannot guarantee that your device display will perfectly reflect the actual product. Products are subject to availability, and we reserve the right to discontinue items or limit purchase quantities.

• Orders & Cancellation: Your order constitutes an offer to buy. Orders are subject to our acceptance, which occurs once payment is processed and confirmed. We reserve the right to cancel or refuse any order at our discretion. If your order is modified or canceled, we will attempt to notify you using the contact details provided.

• Returns & Refunds (Made-to-Order): Purchases are intended for personal or household use only and not for commercial resale. Because every neooo piece is individually crafted and made-to-order specifically for you, each item is a unique creation. As a result, all sales are final, and we are unable to offer returns, refunds, or cancellations for change of mind once an order is placed.

• Damaged or Defective Goods Upon Arrival: Every item undergoes strict quality checks prior to dispatch and is shipped in protective packaging. However, if your item arrives physically damaged in transit or defective upon unboxing, you must notify us at returns@neooojewelry.com within 7 days of product receipt (confirmed delivery) with clear photos or videos of the issue and packaging so we can investigate and process a carrier or replacement claim. Claims submitted after 7 days will not be eligible for transit damage review.

• Pricing & Regional Promotions: Prices, shipping fees, and discounts are subject to change without notice and may vary across different currencies. Country- or region-specific promotions (for example, location-based holiday discounts) apply strictly to orders shipping to that designated destination. Billed charges will reflect the rates in effect at the time your order is placed.

Section 3 - Warranty, Repairs, and Size Exchanges

• 2-Year Limited Warranty: We warrant that our jewelry will be free from manufacturing defects for a period of two (2) years from the date of product receipt (confirmed delivery). If you believe your item has a manufacturing defect, please contact us at returns@neooojewelry.com with your order number and clear photographs or videos of the issue.

• Warranty Exclusions: This warranty covers manufacturing defects only. It explicitly excludes:

  • Normal wear and tear, surface scratches, bend damage from pressure, or metal tarnishing over time.

  • Damage resulting from accidental impact, loss, neglect, improper storage, contact with harsh chemicals, or swimming/showering with jewelry.

  • Natural characteristics, minor color/size variations, or inclusions inherent to natural or lab-created diamonds and gemstones.

  • Items that have been altered, resized, repaired, or serviced by any third-party jeweler or entity other than neooo.

• Warranty Shipping & Duties: Customers are responsible for round-trip shipping costs associated with sending items in for warranty inspection or repair. Re-shipped items will be declared as warranty repairs/replacements to avoid redundant import fees; however, any unexpected local taxes or administrative clearance fees re-assessed by local customs authorities remain the customer's responsibility.

• Size Exchange Policy: We offer a size exchange service within 30 days of product receipt for ring size adjustments within US ±1 size, subject to structural feasibility and the following terms:

  • Prior Approval Required: You must email returns@neooojewelry.com to confirm feasibility before returning any product. Unsolicited returns will not be processed or accepted. Once you reach out, our team will review your piece and provide a full quotation for your approval before you ship the item back.

  • Structural Exclusions: Full eternity rings cannot be resized traditionally due to diamonds spanning the entire 360° band and must be remade (fees apply). Tennis bracelets and chains cannot be traditionally resized (shortening requires link removal; lengthening requires extra gold and stones at an additional cost). Intricate settings or full pavé designs may carry a structural fee or may not be eligible for resizing.

  • Condition: Items submitted for size exchange must be unworn, in original pristine condition, and accompanied by all original packaging.

  • Shipping Costs & Duties: Customers are responsible for round-trip shipping costs associated with returning the item and receiving the adjusted size. Re-shipped items will be declared as warranty repairs/replacements to avoid redundant import fees; however, any unexpected local taxes or administrative clearance fees re-assessed by local customs authorities remain the customer's responsibility.

• Remedy: For valid warranty claims, neooo will, at its sole discretion, either repair the item, replace it with an equivalent product, or issue store credit.

Section 4 - Shipping, Delivery, and Customs

• Shipping Origin & Destinations: All orders are carefully inspected, packaged, and dispatched directly from our Hong Kong workshop. We deliver directly to Hong Kong (HKSAR), Singapore (SG), and the United Kingdom (UK).

• Delivery Estimates: Delivery dates are estimates only and are not guaranteed. We are not liable for carrier delays, customs holds, or shipping disruptions outside our direct control. Title and risk of loss pass to you once products are handed over to the carrier.

• Inclusive Pricing & Customs: All applicable local import taxes, tariffs, and customs duties for your initial purchase are included in the price displayed at checkout. International customers will not be required to pay additional customs fees or import duties upon parcel delivery.

• Refused & Uncollected Shipments: Refused packages—and those that cannot be delivered due to recipient error (e.g., an incorrect or mistyped address)—will only be refunded once physically received back at our warehouse. Any refund issued will be net of round-trip shipping fees (to and from the destination country) as well as any applicable re-import duties and taxes incurred.

Section 5 - Intellectual Property & Prohibited Uses

All content on the Services—including text, graphics, logos, images, and brand assets—is owned by or licensed to neooo and protected by applicable intellectual property laws.

You agree to use the Services for lawful purposes only. You must not:

• Violate any applicable local, national, or international laws.

• Infringe upon our intellectual property rights or those of third parties.

• Transmit viruses, malware, or unsolicited commercial communications (spam).

• Scrape, extract, or automatically collect data using bots, spiders, or AI tools (e.g., agentic AI). Any automated agents accessing the platform must disclose their identifier as Agent/[agent name] in the user agent string and must not bypass security measures or CAPTCHAs.

Section 6 - Third-party Tools and Links

We may provide access to third-party tools, services, or links over which we have no control. Access is provided "as is" without warranties or endorsement. Your use of third-party tools or external websites is entirely at your own risk and subject to their respective terms.

Section 7 - Feedback and Submissions

If you submit ideas, reviews, or feedback to us, you grant neooo a perpetual, worldwide, royalty-free license to use, publish, and distribute that material in any medium. We are under no obligation to keep submissions confidential or compensate you for them.

Section 8 - Disclaimer of Warranties & Limitation of Liability

Except as expressly provided in section 3 (limited warranty), the services and all products are provided “as is” and “as available” without warranties of any kind, express or implied, including merchantability or fitness for a particular purpose.

To the fullest extent permitted by law, neooo, shopify, and their respective officers, directors, employees, and affiliates shall not be liable for any direct, indirect, incidental, or consequential damages arising from your use of the services or products purchased.

Section 9 - Indemnification

You agree to indemnify and hold harmless neooo and Shopify from any claims, losses, or legal fees arising out of your breach of these Terms, your misuse of the Services, or your violation of any third-party rights.

Section 10 - General Provisions

• Governing Law: These Terms are governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region (HKSAR). You consent to the exclusive jurisdiction of the courts located in Hong Kong for any disputes arising under these Terms.

• Severability & Entire Agreement: If any provision of these Terms is deemed invalid or unenforceable, the remaining provisions remain in full force. These Terms constitute the entire agreement between you and neooo.

• Changes: We reserve the right to update these Terms at any time. Material changes will be posted on this page with an updated effective date. Continued use of the Services following changes constitutes acceptance.

Section 11 - Legal Notice and Contact Information

This website is owned and operated by neooo. Questions about the Terms of Service, legal notices, or company details should be directed to:

Operating Entity: e-Something Workshop Limited
Brand name: neooo
Business Registration No.: A-B-26-08-11564
Jurisdiction of Incorporation: Hong Kong Special Administrative Region (HKSAR)

Contact Information:
General Inquiries: hello@neooojewelry.com
Returns, Exchanges & Claims: returns@neooojewelry.com
Whatsapp: +852-5797-3730

Hosting Provider: Shopify Inc., 151 O'Connor St, Ottawa, ON K2P 2L8, Canada