Returns and Exchanges
Cancellation of Order by Neonstation
Please note that there are some orders that we are unable to accept and these will be cancelled. We reserve the right to cancel the order for any reason. For instance, there may be some foreseen circumstances that may obstruct delivery of the products you order, the quantity available for purchase may be limited, there may be errors in the pricing or product information, or there may be some limitations on the part of our credit department.
Cancellation by Customer
You can cancel your order at any time until it enters the shipping process. A cancellation fee of 10% will be applicable if your order has been confirmed by Neonstation.
If you return a product, for any reason, the refund will be sent to you within 4 weeks from shipping of the return (This would include processing by your credit card company or bank, inspection by Neonstation, and the time that return shipping would require.). You will receive the refund through the payment option you used to make payment and will receive an email containing your refund details.
If you have used an international credit card to make payment, Neonstation will not be responsible for any transaction charges on the refund issued. We will only refund the amount displayed in USD on our website. The time taken to process the refund could be up to 7 working days.
Defective or Damaged Products
Get in touch with us within 7 days for a replacement, if any of the products ordered by you are delivered in a defective/damaged condition. The customer care team will take the request for exchange or refund after validating it by checking the product type, timelines, etc.
We will issue a refund or provide a replacement after we inspect the item returned by you. Shipping fees will apply to the sender.
If you find the packaging to be damaged or tampered with, kindly do not accept delivery.
Perishable Items: We will attempt delivery only once in case of perishable items. In case it is not possible to deliver due to reasons such as incorrect address, unavailability of recipients, or refusal to accept delivery by intended recipients, we will still charge you for the order. No cancellation or refund shall be provided for perishable items.
Non-Perishable Items: Our logistic partners will attempt to contact you if it is not possible to deliver the items due to reasons such as incorrect address, unavailability of recipients, or refusal to accept delivery by intended recipients. If case the product remains undelivered, it will be returned to our head office and you will be informed. We will hold the products for 7 days, within which you could ask for redelivery at an alternative address for an additional delivery charge.