Our customer return policy

Return authorization

Please use this form to request a “Return Authorization Number” (RA) and we will send our designated courier to pick up the item. Those preferring to consult their sales representative may do so provided the RA is given prior to returning goods for credit and/or repairs. Returned items received by our Customer Returns Department without prior authorization may result in the returned item being denied credit.

Restocking fee

A restocking fee of 15% will apply on goods returned within 90 days. Please call for applicable restocking charges on goods returned after 90 days. Items partially used are not returnable unless the item is found defective.

Defective items

In the event an item is defective, please contact us with the item and lot number so that the severity of the defect can be measured, and the manufacture can be notified. We may require the item to be returned for analysis.

Claims

Shortages or damages must be reported within two (2) business days of delivery date.

Shipping

Please return the item in the original, unmarked, unopened package along with a copy of the original invoice. Returns shipped collect will not be accepted. Items being returned must be packaged in a corrugated box to avoid damage during shipping. Please mark the return authorization on the copied invoice only. Liquid items should be packaged in a separate shipping container. Please contact us for any hazardous material shipping instructions.

Shipping address

NeoSource
103-251 Saulteaux Crescent
Winnipeg, MB R3J 3C7