Refund policy

Return & Warranty Policy

We stand behind the safety and performance of our equipment. We want you to feel confident and protected on the field.

1. 30-Day "Perfect Fit" Exchange Policy

We understand that getting the right fit is crucial for safety and comfort. If your mask isn't the perfect fit, you have 30 days from the date of delivery to exchange your NEO mask for a different size at no additional cost

Please reach out to our support team at info@neosoftball.com to request a size exchange.

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 have all of its original components and be in like-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.  If a product is deemed defective, NEO will provide a one-time replacement of the same or a comparable model at no cost to you.

  • What is Not Covered: Normal wear and tear, cosmetic scratches from normal usage, damage caused by unauthorized modifications, or damage resulting from use outside of standard softball play.

4. Safety Warning

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

  • 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

If you have placed an order, you may initiate a return by going to: https://account.neosoftball.com

OR

Contact our support team at info@neosoftball.com with your order number and a brief description of your request.