Refund policy

Refund & Return Policy

We offer a 30-day return policy, which means you have 30 days from the date of receiving your item to request a return.

Eligibility for Returns:

To be eligible for a return, your item must be in its original condition—unworn or unused, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase.

To initiate a return, please contact us at hello@neonezo.com. Items sent back without first contacting us will not be accepted.

If your return is approved, we will provide you with a return shipping label and detailed instructions on how to send your package.

For any return-related inquiries, feel free to contact us at hello@neonezo.com.

Damages and Issues:

Please inspect your order upon arrival and notify us immediately if the item is defective, damaged, or if you received the wrong product. We’ll work with you to resolve the issue promptly.

Non-Returnable Items:

Some items are not eligible for return, including perishable goods (such as food, flowers, or plants), custom or personalized products, and personal care goods (such as beauty items). We also do not accept returns on hazardous materials, flammable liquids, or gases.

If you have any questions or concerns about a specific item, please reach out to us.

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

Exchanges:

The quickest way to ensure you get the product you want is to return the item you have. Once your return is accepted, you can make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period:

If your order is being shipped within the European Union, you have the right to cancel or return your purchase within 14 days for any reason. The item must be returned in the same condition you received it—unworn or unused, with tags, and in its original packaging. Proof of purchase will also be required.

Refunds:

Once we receive and inspect your return, we’ll notify you whether your refund has been approved. If approved, the refund will be processed and automatically applied to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you haven’t received your refund, please contact us at hello@neonezo.com.