Information Regarding Initial NEO and NEO S Compass DeliveriesUpdated a month ago

We want to inform our customers about a technical issue that affected a portion of our initial shipments of the NEO and NEO S compass models.

Some compasses from the first delivery experienced problems related to the friction of the compass needle. This friction negatively impacted the accuracy and reliability of the affected units. While not all compasses in these initial batches were faulty, the percentage of failing units was higher than our acceptable quality standards.

The root cause of this issue was identified as a slight deformation in the bottom part of the compass housing. This deformation created excessive friction between the needle's axle and the bottom part, hindering its free movement and leading to inaccurate readings.

We understand the importance of a reliable compass, and we sincerely apologize for any inconvenience this may have caused. Please be assured that we have taken swift action to address this issue in our production process to ensure the quality and accuracy of all subsequent NEO and NEO S compasses.

What should you do if you think your compass is affected?

• How to identify a potentially faulty compass. (e.g., check for sluggish needle movement)
• Instructions on how to contact our customer support team. 
  • Please use our contact form to start a claim or reached out to [email protected].uk and inlcude in you message pictures showing the problem
• Information about our exchange for affected units.
  • The corrected version of the NEO compasses is expected to be available in June 2025. We will of course replace any affected compass free of charge. Be it through the retailer or directly with us.

We are committed to providing our customers with high-quality products, and we appreciate your understanding as we worked to resolve this issue.