Refund policy

We have a 30-day return policy for most items, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at taylor.means.neonllc@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.  Local returns and exchanges may take place our Ontario office; please contact us at the email above to schedule a time. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at taylor.means.neonllc@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), intimate items (panties, lingerie, & swim wear) and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

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

 

Preorders & Preorder Deposits

Preorder deposits are only refundable if the item ordered exceeds the arrival date by 5 or more business days, if the item is no longer available by the supplier, or if the ordered item arrives incorrect or damaged.

Customers have 7 days after notification of arrival to pay the remaining balance. If the customer has not paid after 7 days, a 24 hour warning notice will be issued via email. If the order remains unpaid after the time in the notice exceeds, the customer will forfeit their deposit (including shipping costs paid up front as part of the deposit) and will lose claim to the preordered item. This item then may be resold by Neon Boutique. 

 All Pre-ordered items ship to the customer within 2 business days of arrival. Customers will be notified via email upon shipment along with tracking information.

Preorder items are eligible for exchange and return. Shipping costs will not be refunded for these returns or exchanges due to the discounted rate.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.