Return & Warranty Policy

At NEO Softball, we stand behind the safety and performance of our equipment. We want you to feel confident and protected on the field. If your mask isn't the perfect fit or doesn't meet your expectations, we’ve got you covered.

1. 30-Day "Perfect Fit" Exchange Policy

We understand that getting the right fit is crucial for safety and comfort. You have 30 days from the date of delivery to exchange your NEO mask for a different size.

  • Condition: We accept exchanges for masks in new or "very gently used" condition. "Very gently used" means the mask has been tried on or used in a light practice setting but shows no significant wear, scratches, or structural damage.
  • Process: To initiate an exchange, please visit [NeoSoftball.com/exchanges] to request a Return Merchandise Authorization (RMA).
  • Shipping: [Optional: Specify if NEO Softball provides a free shipping label for the first exchange, which is a common "pro-consumer" move in the industry].

2. Standard Returns & Refunds

If you are not completely satisfied with your purchase, you may return your mask for a full refund (minus original shipping costs) within 30 days of purchase.

  • Requirement: For a full refund, the mask must be in its original packaging and in new, sellable condition.
  • Inspection: All returns are subject to inspection. Items returned with significant damage, missing parts, or signs of heavy abuse may be denied a refund or subject to a restocking fee.

3. NEO Limited Warranty

NEO provides a one-year (365-day) limited warranty from the date of purchase. This warranty covers any manufacturer's defects in materials or workmanship.

  • What is Covered: Structural failure of the frame, welding defects, dial-fit mechanism failure, or hardware failure under normal playing conditions.
  • What is Not Covered: Normal wear and tear, cosmetic scratches, damage caused by unauthorized modifications, or damage resulting from use outside of standard softball play (e.g., using the mask for other sports).
  • Remedy: If a mask is deemed defective, NEO will provide a one-time replacement of the same or a comparable model at no cost to you.

4. Safety & Peace of Mind

Like other premium masks on the market, the NEO mask is designed to reduce the risk of injury from ball impact. However, no equipment can guarantee 100% protection against all injuries.

  • Registration: We recommend registering your mask at [NeoSoftball.com/register] upon purchase to streamline any future warranty claims.
  • Replacement Advice: We recommend replacing any fielder’s mask that has sustained a severe impact from a ball, even if no visible damage is present, to ensure continued structural integrity.

How to Start a Return or Claim

To start a return, exchange, or warranty claim, please contact our support team at support@neosoftball.com with your order number and a brief description of your request.