- All our products are custom made and manufactured on order. We do not offer any refunds or accept any returns for Custom Order Products.
- If the Goods arrive to the Buyer in a damaged state, the Buyer is required to notify the delivery agent and us within 24 hours in writing inclusive of photography or a video evidence of the damage to the Goods and associated packaging to verify. Failure to comply with this request and time frame will void the Seller obligations.
- Due to the hand-rendered nature of the Goods, they can be subject to variations and slight discolorations. Some variations in color can also occur as a result of the computer screen and printer calibration. The Buyer acknowledges that these variations and discolorations are not a fault of the Products and accepts the potential of such occurrence.
- The Buyer shall inspect the Goods on delivery and shall within 24 hours of delivery notify us in writing of any alleged defect, shortage in quantity or damage. The Buyer shall afford the us an opportunity to inspect the Goods within a reasonable time following delivery. If the Buyer shall fail to comply with these provisions the Goods shall be conclusively presumed to be in accordance with the terms and conditions and free from any defect or damage.
- Please contact us in case of technical problems.
To be eligible for a return, your item must be a regular item and not customized like your name quotes etc. and in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
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 perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale 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. 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 neonwale@gmail.com.