Refund and Return Policy

Order Modification

You can change your order information (such as colors, dimensions, shipping address, and telephone number) within 24 hours.

If your order has been shipped, it cannot be modified.

Order Cancellation

You can cancel your order free of charge within 24 hours.

If your payment is complete and the parcel has not yet shipped but more than 24 hours have passed, you can still cancel the order. However, only 80% of the total amount will be refunded.

Please note: Once the goods have shipped, cancellations are not accepted as our products are custom-made.

If you insist on canceling after shipment, 80% of the order value will be charged to cover storage, preparation, and shipping costs. This amount will be deducted from your refund.

Return

You may request a return within 45 days of receipt. Items must be unused, in original packaging, and include all accessories. Return shipping is at your own cost. A restocking fee may apply (see below).

Note: Damaged, soiled, or used items cannot be returned. Non-compliant returns will be refused.

Returns are not accepted for:

Customized products made to customer specifications.
All accessories.
Large orders (three or more of the same product). Please consider ordering a sample first.

Please note: Colors may appear different due to monitor settings, and dimensions may vary slightly due to manual measurement.

Expedited shipping fees are non-refundable. Return shipping costs are the customer’s responsibility.

All shipped orders are final and cannot be canceled. Please confirm the condition and accuracy of your item within one week of receipt.

How to Initiate a Return

Email info@shineneon.com with your return reason and item details.
We will respond within 24 hours on business days, or 24–48 hours on weekends/holidays.
Once approved, you will receive a return confirmation email.
Ship the item at your cost and email us the tracking number, link, and photos (boxed product).
We will inspect the item upon receipt. If it meets our return policy, we will refund you; otherwise, we reserve the right to reject the return.

Customer support: Response within 24–48 hours at info@shineneon.com

Refund

Refunds are issued after we receive and inspect eligible returned items.
Refunds will go back to the original payment method. (PayPal: 1–2 days, Credit card: 3-5 days)
Exchange rate differences may affect the final refunded amount.
Shipping fees are non-refundable.

Return Address

We will provide the closest return address based on your location once your return request is approved. Do not send items back without contacting us first, or we will not be responsible for the return.

Restocking Fee

Returns beyond the allowed period or for the following reasons may be charged a restocking fee:

(1) Change of mind or buyer’s remorse
(2) Better price found elsewhere
(3) Ordered by mistake or no longer needed

Fees based on return conditions:

Original condition, within return window: 30% fee
Damaged/incorrect returns within return window: up to 60% fee
Original condition, after return window: up to 80% fee
Damaged/incorrect returns after return window: up to 100% fee

If you have questions or need help, contact us at info@shineneon.com. Disputes (e.g. via PayPal) do not speed up resolution.

Q&A

The item is damaged when I receive it?

If only the outer box is damaged and the product and accessories work properly, the item is not considered defective.

The item received is not what I ordered?

Double-check your order confirmation.
Report incorrect shipments within 7 days.
If confirmed, we will send a replacement within 8 weeks and cover all shipping costs.
If you decline a replacement, the return will be treated normally and subject to up to 35% fee.

Can I refuse delivery?

Refused deliveries will be charged 30%–50% of the order total. This will be deducted from your refund.

For genuine issues (e.g. damage), please email us immediately for assistance.

Returned items are damaged?

Please pack items securely. If damage occurs in return transit, refunds will not be issued. Contact the carrier for claims. We will hold damaged items for 45 days only.