Refund policy

We have a 21-day return policy, which means you have 21 days after your order has been delivered to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused with no wear, with tags, and in its original packaging. You’ll also need the proof of purchase.

To start a return, you can reply to your order confirmation email. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You will have 14 days from the date the return label is generated and emailed to you.

You can always contact us using our contact form.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and certain items due to hygiene reasons (such as face masks and eye pillows). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale or last chance items or gift cards. 

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days, less cost of shipping. Please remember it can take some time for your bank or credit card company to process and post the refund, too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@neon-sol.com.