At Neon Era, customer satisfaction and trust are at the core of our values. While we aim to provide neon signs and lighting products that meet high standards of quality, we understand that situations may arise where a return is necessary. This Return and Refund Policy outlines the conditions, process, and timelines for returning products purchased from Neon Era. Our objective is to make returns fair, transparent, and easy to complete.
## Return Deadline
Return requests must be submitted within *60 days of the delivery date*. Requests made after this deadline are not eligible for return or refund.
## Eligibility For Returns
A product may be returned when:
- The return request is submitted within 60 days from the date of delivery
- The product is unused, undamaged, and includes all original packaging and accessories
- You received an incorrect item, a defective product, or a damaged product (must be reported within 48 hours of delivery, supported by photo or video evidence)
- The order was cancelled before shipment, confirmed by our support team
## Conditions When Returns Are Not Accepted
Returns will not be accepted when:
- The product shows visible signs of wear, customer-caused damage, or alteration
- The return request is made after the 60-day window
- The product is labeled final sale or non-returnable at purchase
- The item is returned without original packaging or accessories
- The product was damaged during return shipping due to insufficient or improper packaging by the customer
Every return is reviewed and approved by our inspection team before it is finalized — sending a package back to us does not by itself guarantee approval.
## Return Label Process
When you receive your product, it may include a return label containing our warehouse address, your details, product details, and a trackable barcode. This label will clearly state whether the return shipping cost is paid by you or covered by Neon Era.
- *Prepaid Label (Include in Package):* Attached to your original shipment. When we're responsible for the return, you will not be charged for the label or shipping.
- *Postpaid Label (Download and Print):* If a label wasn't included, an eligible customer can download and print one from our website, then return the item via FedEx.
- *Customer Responsibility:* For change-of-mind returns, customers are responsible for arranging and purchasing their own return shipping label.
## Return Responsibility By Scenario
*Scenario 1 — Wrong Item*
If you select or order the wrong item, you are responsible for the return label and shipping charges. If Neon Era ships you a different item than what you ordered, we provide the return label and cover all shipping charges.
*Scenario 2 — Change Of Mind*
If you change your mind and contact us within 48 hours of delivery, we will review your order status and process an eligible payment return. If the request is made after 48 hours, our standard return policy applies, and you may be responsible for return shipping costs.
*Scenario 3 — Damaged Or Defective Product*
If your item arrives damaged or defective, contact us within 48 hours with clear photo or video evidence. Once verified, we provide the return label and cover the return shipping cost.
## Courier Damage And Disputes
If a product is damaged during courier handling or delivery, this is treated as our responsibility, not yours. Please contact our support team directly before opening a payment dispute or chargeback — this allows us to investigate and resolve the issue. Initiating a dispute without contacting us first may delay resolution and could affect our Merchant Center account standing.
## Return Process
1. *Initiate a Return* — Contact our support team with your order number, product details, and reason for return.
2. *Prepare the Item* — Ensure it's unused, in original condition, and packed with all accessories and packaging. Attach the provided return label.
3. *Ship the Item* — Use the official Neon Era return label to send the item back.
4. *Inspection and Approval* — Once received, your return is inspected within 1 business day, and you'll be notified by email of the outcome.
5. *Next Step* — If approved, your refund or exchange will be processed. If not eligible, we'll explain why in writing.
## Exchanges
We accept exchanges for both defective and non-defective products. Defective or incorrect items are exchanged at no cost once verified. Non-defective exchanges (for a different design or style) are available within the 60-day window provided the item is unused and includes original packaging; shipping costs for non-defective exchanges are the customer's responsibility, while defective exchanges are fully covered by us.
## Refund Eligibility
You may be eligible for a refund when:
- An eligible product is returned within the 60-day window and passes inspection
- You received an incorrect, damaged, or defective product
- An eligible order is cancelled before shipment
- Neon Era approves the refund after reviewing your request
## Refund Amount
Once approved, the eligible product purchase amount is refunded. Original delivery charges are refunded when the return is caused by our error (wrong, damaged, or defective item). Shipping charges are typically non-refundable for change-of-mind returns.
## Initiating A Refund
To request a refund, contact our support team with:
- Your order number
- Your full name and contact information
- The product name/details
- The reason for the request
- Photos or video evidence, if the item is damaged, defective, or incorrect
## Refund Processing Time
Once approved, Neon Era will initiate the refund *within 7 days*. We do not intentionally hold an approved refund beyond this period. After we initiate the refund, your bank or card issuer may require additional time to post the funds — that timing is outside our control. Any card-network or gateway processing fees deducted during this process are charged by the payment gateway, not by Neon Era.
## Refund To The Original Payment Method
All approved refunds are issued to the same payment method used for the original purchase (e.g., a purchase made by credit card is refunded to that same card). We cannot issue refunds to a different card, bank account, or as cash/store credit, except where required by law.
## Refund Fees And Deductions
Neon Era does not charge a separate refund-processing fee. Any deduction — such as a non-refundable original shipping cost for a change-of-mind return — will be clearly explained to you before the refund is completed.
## Delayed Or Missing Refunds
If your approved refund hasn't appeared after the stated processing period:
1. Check your original card, bank account, or payment account
2. Contact your card issuer or bank to confirm if it's pending
3. Contact us with your order number and refund confirmation if it's still missing
## Transparency And Fairness
- All return scenarios and conditions are explained in advance
- Customers are informed in writing if a return is denied or adjusted, along with the reason
- If the error is on our side, we take full responsibility for correcting it
- There are no hidden fees or unexpected deductions
## Contact Us For Return & Refund Assistance
*Business Information*
- Trade Name: Trust N Mart LLC
- Business Name: Neon Era
- Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (Eastern Time)
- Phone: +1 (786) 250-0524
- Email: business@Neonera.store
- Address: 7901 4TH ST N, STE 300, St. Petersburg, FL 33702, United States
