​Customer Service Replacement Policy

Replacement Policy

Replacement policy Neat offers a 1 year limited warranty on the purchase of new products, and a 6 month limited warranty on the purchase of refurbished products. Limited Hardware Warranty The manufacturer warrants that each machine is free from defects in materials and workmanship conforms to the manufacturers published specifications. The warranty period for a scanner is a specified, fixed period commencing on its date of purchase, as evidenced by the original or digital sales receipt. Extent of Warranty: The warranty does not cover the repair or exchange of a machine resulting from modification or unsuitable physical or operating environment. The warranty is voided by removal or alteration of machine parts or identification labels; Items not covered by the warranty are the host computer operating system, application programs other than Neat software or hardware configurations. *  Purchases made from Craigslist, eBay reseller, Amazon reseller or any unauthorized retailer or reseller will not be eligible for a free replacement. (scroll down for the list of Authorized Retailers) NeatCare Customers NeatCare customers are eligible for replacements for as long as they maintain a paid NeatCloud plan. During the term of the plan and subject to the limitations herein, we will replace the Neat product as necessary to correct accidental damage to the covered product. For example, under NeatCare, we will replace the Neat product if it is damaged due to the following reasons:

  • You accidentally spill liquid on the covered product
  • You accidentally drop the covered product
  • An item is accidentally dropped on the covered product

In the event that a Neat product warrants replacement or exchange under the terms and conditions of the warranty and accidental damage protection of the NeatCare plan, The Neat Company will  ship a new scanner using expedited shipping methods. Under this shipping method, expect to receive the replacement scanner within 2-3 business days according the purchased plan. The Neat Company will also provide instructions on returning the malfunctioned or damaged scanner. Neat will assume the cost of shipping for the replacement and the return. The Neat Company requires the covered product to be returned in accordance with the instructions provided. Failure to return the covered product will result in you being billed for the purchase price of the covered product. Non NeatCare Customers Non NeatCare customers within the warranty period are eligible to receive replacement scanners when our troubleshooting steps reveal that the customer is in possession of a defective unit. New vs. Refurbished The date of purchase  will dictate if the replacement unit is shipped as new or refurbished.

  • New product purchase date within 90 days or less  = New
  • Refurbished product purchase date within 90 days or less = Refurbished
  • Purchase date is greater than 90 days = Refurbished

In the event that a Neat product warrants replacement under the terms and conditions of the warranty. The Neat Company will ship a scanner using UPS ground shipping methods. The Neat Company will also provide instructions on returning the malfunctioned or damaged scanner. Neat will assume the cost of shipping for the replacement and the return. The Neat Company requires the covered product to be returned in accordance with the instructions provided. Failure to return the covered product will result in you being billed for the purchase price of the covered product. If you are out of warranty and no longer eligible for a free replacement, you qualify to purchase a new or refurbished scanner at a discounted price. If you are interested in purchasing a replacement scanner please contact Customer Care at 888-898-3253

Authorized Retailers

ABT Electronics

Adorama

Amazon (excluding resellers)

Asavings

Beach Camera

Bed Bath Beyond

Best buy

Brookstone

Buydig

Costco

Datavision

eBay (excluding resellers)

Fatech

Firemall

Focus Camera

Fry's

HSN

MAC Mall

MicroCenter

NewEgg

Newegg Business

NFM

Office Depot

Office Max

Pavilion Electronics

PC Connection

PC Mall

Quill

QVC

Rakuten

Sams Club

Staples

Target

Tiger Direct

WalMart


How did we do?