Sometimes we get questions about our return policy for Neocate. We understand that sometimes your little one’s formula is changed (hopefully because they have outgrown their food allergies!) so we thought it might be helpful to outline our return policies in today’s post.
To return product, you’ll need to call Customer Services at 1-800-365-7354 and obtain a Return Merchandise Authorization number, better known as an “RMA” number. You’ll want to write the RMA number on the box prior to shipping it back to us so that we can process the return upon receiving it. Please note that you are responsible for shipping and there is a 20% restocking fee for returns. So, for example, if your original order was for $139, you would get reimbursed $111.20 for the return. If you were sent the wrong product or sent product by error, you, of course, are not responsible for shipping and processing costs.
As a safety precaution, we only sell Neocate in factory-sealed cases and therefore do not accept returns for product that has been removed from the case. Once it is removed from the case, we no longer sell it to other customers. We recognize that our return policies are stringent in comparison to other companies but because Neocate is often used for delicate babies with medical conditions of varying severity, we feel this conservative approach is appropriate.
If you are hesitant to purchase a case before you know if Neocate will work for your little one, we recommend that you try a sample first. Samples are typically obtained through your child’s healthcare provider. If the provider does not have any samples to offer, we are more than happy to send one.
To request a sample or arrange a return, please call Customer Services at 1-800-365-7354.
We hope this helps you to understand our return policies. For more information, please visit our website.