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Refund Policy

Effective Date: 08.04.2026

1. Overview

 

Neon Loom (“we,” “us,” “our”) strives to ensure customer satisfaction with every purchase. This Refund and Return Policy outlines the conditions under which returns, refunds, and exchanges are accepted for products purchased through our online store.

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As we operate via a dropshipping model, returns and refunds are subject to supplier policies as well as the terms outlined below.

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2. Eligibility for Returns

 

You may request a return or refund if:

  • The item is defective or damaged upon arrival

  • You received the wrong item

  • The item is significantly different from its description

To be eligible:

  • The request must be made within 14 days of delivery

  • The item must be unused and in its original packaging (unless defective)

  • Proof of purchase (order confirmation or receipt) is required

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3. Non-Returnable Items

 

We do not accept returns or refunds for:

  • Items damaged due to misuse or improper handling

  • Normal wear and tear

  • Minor variations in product appearance (e.g., color differences due to screen settings)

  • Change of mind or buyer’s remorse (unless required by applicable law)

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4. Return Process

 

To initiate a return:

  1. Contact us at admin@myneonloom.com within 14 days of delivery

  2. Provide your order number and a description of the issue

  3. Include clear photos or videos showing the defect or problem

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If your request is approved:

  • We will provide return instructions and the appropriate return address

  • Do not send items back without prior authorization

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5. Return Shipping Costs

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  • If the return is due to our error (defective, damaged, or incorrect item), we will cover return shipping costs

  • For other eligible returns (if applicable), the customer may be responsible for return shipping fees

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Shipping costs are non-refundable unless required by law.

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6. Refunds

 

Once your return is received and inspected:

  • We will notify you of the approval or rejection of your refund

  • If approved, refunds will be processed to your original payment method

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Please allow:

  • 5–10 business days for the refund to appear in your account (depending on your payment provider)

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7. Exchanges

 

We only replace items if they are:

  • Defective

  • Damaged

  • Incorrect

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If you need an exchange, contact us at admin@myneonloom.com.

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8. Order Cancellations

 

Orders may be canceled if:

  • The request is made within 24 hours of purchase

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After this period, orders may already be processed or shipped and cannot be canceled.

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9. Late or Missing Refunds

 

If you have not received your refund:

  • Check your bank account again

  • Contact your credit card company or payment provider (processing times may vary)

  • Contact us at admin@myneonloom.com if the issue persists

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10. Damaged or Lost Items in Transit

 

If your item arrives damaged or is lost in transit:

  • Contact us within 48 hours of delivery (for damage) or as soon as possible (for lost items)

  • Provide supporting documentation (photos, tracking information)

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We will work with the supplier and carrier to resolve the issue.

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11. Chargebacks and Disputes

 

We encourage customers to contact us first to resolve any issues before initiating a chargeback or dispute.

Unauthorized chargebacks may delay resolution and affect your eligibility for future purchases.

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12. Contact Information

 

If you have any questions about this policy or need assistance, please contact us:

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