Order Cancellation and Returns Policy for Neonated:
1. Cancellation Policy:
- Customers may cancel their order within 24 hours of purchase without incurring any cancellation fee.
- To cancel an order, customers must contact our customer support team via email at [[email protected]] or through our website's contact form, providing their order number and reason for cancellation.
- Orders canceled after 24 hours may be subject to a cancellation fee, which will be determined based on the progress of the order and any associated costs incurred.
2. Returns Policy:
- We want you to be completely satisfied with your purchase from Neonated. If you are not satisfied for any reason, you may return the item(s) within 7 days of receiving your order.
- Customized Neon Signs are not eligible for returns as they are made for you and might not have any resale value to others.
- To initiate a return, please contact our customer support team at [[email protected]] or through our website's contact form, providing your order number and reason for return. Our team will guide you through the return process.
- Returned items must be in their original condition and packaging, with all accessories included.
- Customers are responsible for return shipping costs unless the item received is defective, damaged, or incorrect.
- Refunds will be issued within 7-10 business days after we receive and inspect the returned item(s). Refunds will be issued to the original payment method used for the purchase.
- Please note that custom-made or personalized neon signs may not be eligible for returns unless they are defective or damaged upon arrival. In such cases, please contact our customer support team for assistance.
3. Damaged or Defective Items:
- If you receive a damaged, defective, or incorrect item, please contact our customer support team immediately upon receipt.
- Provide clear photos of the damaged or defective item(s) along with your order number. Our team will assess the issue and provide further instructions on how to proceed, which may include a replacement or refund at no extra cost to you.
4. Exchanges:
- We do not offer direct exchanges at this time. If you wish to exchange an item for a different size, color, or style, please follow the returns process outlined above and place a new order for the desired item.
5. Refused or Undeliverable Shipments:
- If a shipment is refused by the customer or deemed undeliverable by the carrier due to an incorrect address provided by the customer, the customer will be responsible for the original shipping charges as well as any return shipping fees incurred by Neonated.
- Refunds for refused or undeliverable shipments will be processed minus the original shipping charges and any applicable return shipping fees.
By placing an order with Neonated, you acknowledge that you have read, understood, and agree to abide by our Order Cancellation and Returns Policy. If you have any questions or concerns regarding this policy, please don't hesitate to contact our customer support team for assistance.