Thank you for shopping at our store. If you are not completely satisfied with your purchase, we are here to help with returns and refunds. Please carefully read the following policy terms.
Order Cancellation
You may cancel your order before the product is produced and shipped. If the product has already been shipped, we do not directly agree to cancel the order, and you will need to contact us for further discussion.
If the product you purchased has not been shipped yet, we can also provide order adjustment services. For any changes to the order before shipment, please contact us. Feel free to email us at info@neonsister.com (before the product is shipped).
Returns
Return Period
You can contact us for returns and refunds within 15 days of receiving the product. We will process your return request within 2 business days. After the 15-day period, we will not be able to provide returns or refunds.
Return Conditions
To be eligible for a return, the product must meet the following conditions:
- The product must be undamaged.
- The product must be in its original packaging.
- A proof of purchase or receipt must be provided.
- A video of the product to be returned must be provided.
Certain products are non-returnable, including but not limited to:
- Gift cards
- Customized products
- Sale or promotional items
Refunds
Refund Processing Time
Once we receive and inspect your returned product and find no issues, we will process your refund within 7 business days. The refund will be automatically returned to your original method of payment.
Partial Refunds
If the product has obvious scratches, signs of use, damage, or missing parts (not caused by us), we may issue a partial refund.
Return Shipping Fees
For returns due to customer reasons, the customer is responsible for the return shipping fees. The specific cost depends on the courier company chosen by the customer.
For products damaged due to shipping reasons, customers can choose to refuse the shipment and apply for a return. In such cases, the customer will not be responsible for the return shipping fees.
Return Address
Please send the product to the following address:
2nd Floor, No. 83, 2nd Road, Gaodong District, Liangwu Gaotou Village, Yuanzhou Town, Boluo County, Huizhou City, Guangdong Province, Postal Code: 516123
Before returning the product, please contact customer service to confirm the address.
Exchanges
Exchange Conditions
If the product you received is defective or damaged, we are willing to exchange it for you. If you need to exchange for the same product, please contact our customer service team. We may charge a small symbolic shipping fee.
Contact Us
If you have any questions, please contact us in the following ways, and we will assist you as soon as possible.
Email: info@neonsister.com