Return and Exchange Policy

We want you to be satisfied with your purchase. If something is not right, review the guidelines below before starting a return or refund request.

Cancelling an order

You can ask to cancel an order at any time before it ships: email support@neulons.com with your order number as soon as possible. Orders are passed to our supplier quickly, so we cannot promise a cancellation is possible, and once an order has shipped it can no longer be cancelled — you can return it after delivery instead (see below). If we are unable to ship your order within its processing time, we will contact you and you may cancel for a full refund.

Return window

You can request a return within 15 days of receiving your order. Requests made after that may not be accepted.

Condition of returned items

Items must be unused, unwashed and in their original packaging, with all tags, labels and accessories included and no signs of wear, damage or contamination. Opening the package to inspect or test an item is fine as long as it does not reduce the item’s value.

Items that cannot be returned

For hygiene, safety or customization reasons, the following are not returnable: underwear, socks, food, batteries, customized or personalized items, and other items that cannot be resold. This does not affect your rights if an item arrives damaged, incorrect or not as described.

Damaged, incorrect or not as described

If your item arrives damaged, has missing parts, is the wrong item, or does not match its description or photos, contact us within 15 days of delivery with your order number and clear photos. We will arrange a refund or replacement and cover the return shipping where a return is needed.

Change of mind

If you simply changed your mind, you may return an eligible item within 15 days; return shipping costs are paid by you unless the item is marked as free to return on its product page.

How to start a return

1. Email support@neulons.com with your order number, the item(s) and the reason for return.
2. Wait for our confirmation and return instructions. Please do not send items back before you hear from us.
3. Pack the item securely in its original packaging and ship it using the method we provide. For some low-value items a physical return is impractical, so we may offer a refund or replacement without requiring the item back, at our discretion.

Refunds

Approved refunds are issued to your original payment method once the returned item has been received and inspected (or, where no return is required, once we approve your request). We process approved refunds within 3–7 business days; your bank, card provider or PayPal may need additional time before the money shows in your account. Original shipping fees are refunded only when the return is due to our error or a damaged, incorrect or not-as-described item.

Orders that never arrive

If your order is lost in transit or does not arrive within the delivery window for your shipping method, you are covered by our purchase protection: contact us and we will refund the order or send a replacement. See our Shipping Policy.