Refund & Returns Policy
1. Overview
We want you to love your purchase. This policy explains how to request returns, exchanges and refunds, alongside your statutory rights under UK consumer law.
2. Cooling‑off period (UK consumers)
- Physical goods: You have 14 days from delivery to cancel without giving a reason. You then have 14 days to return items.
- Digital content (e.g., e‑books): Your 14‑day right to cancel ends once you consent to immediate download/access. If you do not consent to immediate delivery, access will be delayed until the cooling‑off period ends.
3. Return window and conditions
- Apparel: 30 days from delivery. Items must be unworn, unwashed and in original condition with tags.
- Hardware devices: 30 days from delivery. Must include all accessories and original packaging. Opened devices may be subject to a restocking assessment to verify condition and data sanitisation.
- Art prints: 30 days from delivery. Must be in original condition and packaging to avoid damage.
- Digital goods: Non‑refundable once delivered/accessed, except where defective or as required by law.
- Non‑returnable: Gift cards, personalised items, items marked “final sale” (unless faulty).
4. Defective or damaged items
Contact us within 7 days of delivery with your order ID and clear photos of the issue. If verified, we will offer a replacement, repair (where applicable) or refund. For transit damage, retain packaging.
5. Warranties
- Apparel: 12‑month quality guarantee against manufacturing defects under normal use.
- Hardware: 24‑month limited warranty against manufacturing defects. Misuse, unauthorised repairs, physical damage, or liquid ingress are excluded.
6. How to start a return
- Email [email protected] with subject “Return Request – Order [ID]”.
- Include: full name, order ID, item(s), reason, and photos if damaged/defective.
- We will reply with a Return Merchandise Authorisation (RMA) and instructions.
- Pack items securely. Remove any personal data from hardware (factory reset where applicable).
- Ship using a trackable service. Keep the receipt until your return is processed.
7. Return address
Neon Web3 Store, Returns • Studio 15, Patrick Trafficway, Rosieville, IP33 9GD, United Kingdom
8. Refunds
- Timing: Once received and inspected, approved refunds are initiated within 5–10 business days.
- Method: Refunds are issued to the original payment method unless we agree otherwise.
- Deductions: We may deduct for missing items, damage beyond inspection, or unreasonable wear. Original shipping fees are non‑refundable unless the item is faulty or you cancelled within the 14‑day cooling‑off period.
9. Exchanges
For size or colour swaps (apparel), we recommend returning the item for a refund and placing a new order to ensure availability.
10. Shipping costs
- Change of mind: You are responsible for return shipping costs.
- Faulty/incorrect item: We will cover reasonable return shipping or provide a prepaid label.
11. Chargebacks
If a chargeback is filed, we may suspend fulfilment or support until resolved. We will provide evidence of order confirmation, dispatch and communications as needed.
12. Questions
Need help? Contact: [email protected] • +44 7815 171795