Returns & Refund Policy
Refund & Returns Policy
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Cancellations:
We can only cancel and refund your order if we receive your cancellation request within 24 hours of your order. Orders cannot be cancelled after they have been dispatched. We typically fulfil our clients' orders within 48 hours of the order date.
Returns:
We want our customers to be 100% happy with our service and products. We offer a hassle-free 30 day returns policy on all products, with the exception of custom-printed products (ie clothing, or phone cases).
Our returns policy lasts 30 days. If 30 days have gone by since your order was delivered, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it, in its original packaging.
Please contact us at customercare@neonblack.store if you have a returns or refund enquiry.
Please do not send your purchase back to the manufacturer.
It is your responsibility to check your physical measurements versus the sizing information provided on the product pages. We cannot be held responsible for user error in measuring oneself. If in doubt, or if your measurements are borderline between different product sizes, please order the larger size.
We cannot accept returns on custom-printed products (apparel, mugs, pillows, etc) unless the item is defective or damaged in transit.
Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable):
If you haven’t received a refund yet, please check your online banking for your bank account or credit card, or your PayPal account if you paid for your order originally via Paypal. Please bear in mind that refunds take a number of days to process, and can take a while to show on your account. If, after a few days your refund is still not showing, please contact your bank or credit card company to enquire with them. If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@neonblack.store
Free plus shipping offers:
Only retail items may be refunded, unfortunately free items cannot be refunded since the item value was $0. Shipping costs are not refundable.
Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customercare@neonblack.store along with a good quality photograph of the defective or damaged product and await further advice.
Return shipping:
To return your product, you should send your product, carefully packaged, preferably by tracked courier service to: 42 Ashridge Crescent, London, SE18 3EB, United Kingdom.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs, from your original order, are non-refundable. If you receive a refund, the cost of the product only will be refunded.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, unless you use a trackable shipping service.
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