Premium after-sales service charter: Our commitment

A single guiding principle: trust!

From the outset, the quality and performance of our products have enabled us to offer you an exclusive premium guarantee:

Description of the replacement procedure

During the product warranty period* :

  • The customer makes a preliminary diagnosis of the product deemed to be defective (with the assistance of our technical department if necessary).
  • When the malfunction is confirmed, the customer sends us an e-mail to contact_shop@neomitis.com, requesting the return of the product with the following information: product label, order reference, invoice, defects noted, etc.
  • On receipt of the request, Neomitis will send you a prepaid Colissimo return slip to return the defective product to us.
  • On receipt, the product is analysed and if the announced defect is confirmed, a new replacement product will be sent to you at our expense.

** See General Terms and Conditions of Sale, Article 6 Product Warranty.

Important: if the product received does not present any malfunction and complies with its specification?

  • The Neomitis technical assistance department will inform the customer by e-mail that the returned product does not have the announced defect.
  • Your product will be returned to you at our expense.

Growing our differences together

We create and maintain a direct relationship with our building industry customers and use this special link between manufacturers and thermal comfort professionals to develop innovative, efficient products and services that create value.

Our environment is changing, products are becoming more technical, the constant need to save energy and the evolution of standards require greater expertise.
What's more, in an increasingly open and connected world, the right price, responsiveness and quality of customer service have become essential. Faced with these legitimate demands from our indirect customers, the consumers, we had to innovate with an adapted model.
We are adapting a clear commercial policy that is compatible with our development objectives.
We manufacture the majority of our product ranges in France, at our site in Pouancé (Maine-et-Loire), giving priority to quality and responsiveness.

A partnership based on trust

Because we believe that it is important to be by your side, so that you can play your rightful leading role as a specialist in thermal comfort for your customers, we give priority to:

Listening

Indispensable for understanding your expectations and developments.

Advice

A competent, qualified and continuously trained technical team.

Transparency

All the information you are given is intended to help you understand the products and prices, so that you can compare and make your choices with full knowledge of the facts.

Responsiveness

Neomitis is committed to responding as quickly as possible to all your requests.

Simplified procedures

We do everything we can to simplify the process for you (advice, expertise, sales support tools, premium after-sales service, etc.).

Personalised order tracking

Thanks to our logistics, we are able to provide you with precise information about your order tracking.

To this end, you will systematically receive an order confirmation email.

  • Optimised delivery times: national deliveries guaranteed within 48-72 hours for 96% of orders. Deliveries can be made directly to your worksite.
  • Premium after-sales service: simply send us an e-mail and we'll do everything we can to analyse the returned product so that we can quickly send you a new replacement.

In this way, we demonstrate our confidence in our customers and ensure replacement in the shortest possible time, thereby preserving the user's comfort.

Our teams are at your disposal for any information or advice you may require. Don't hesitate to contact us, we'll get back to you as soon as possible.