EXCHANGE/RETURN POLICY
*Retail Exchange Terms are different from Online Exchange Terms*
(Scroll all the way to the bottom for retail exchange terms)
Do I need to contact Neonmello prior to the return/exchange?
> Yes, you will need to write in to us before returning the item or your return/exchange request may be rejected. do email us at contact@neonmello.com
Can I return/exchange a sale or discounted item?
> No, we only accept returns/exchanges for regular-priced items
Orders that consists of flash sale discount codes are not considered as regular-priced items.
(Reward codes/store credits/weekly promo code are eligible for return/exchange)
How long is the return/exchange window period?
> 14 working days from the date of shipping confirmation email
Can I make more than one return/exchange for my order?
> No, return/exchange can only be done once per order.
Can I exchange for a different design?
> No, exchanges across designs are not allowed.
Can I return/exchange my online order in-store?
> No, return/exchange for online orders cannot be done in-store.
Can I receive cash refunds for my returned item?
> No, we do not provide cash refunds. We only provide credits refund, valid for 6 months from the date of issue.
How much credits will I receive after returning the item?
> Value of item (with a deduction of $2 restocking fee)
Why is there a $2 restocking fee for my returned item?
> The $2 restocking fee is due to the subsidised delivery fee incurred at the initial delivery cost, and also the transaction and restocking fees involved at our end.
What form of postage should I use for the return?
> Registered / traceable postage (we will not be liable for any lost mails in transit; for example: normal mail)
> Our Standard Courier provides pick-up service at your door-step at a fee of $5 (with effect from 24 Jan 24) per courier service.
Do you provide exchanges?
> Yes— the original item needs to be sent back to us upon confirmation of the exchange request, and we will dispatch the exchange item upon receiving your return package.
How long does the processing of return/exchange parcels take?
> Processing of return/exchange parcels will take 7-10 working days as the courier service will take some time to return the parcels to us.
Who bears the postage?
> Customers will bear the postage for return/exchange
Can I cancel my order?
> Orders made are non-cancellable, and non-refundable. However, under unique circumstances, store credits may be issued for cancelled orders. Cash refunds will not be provided.
Can I return/exchange an item I purchased using the NM Reward Points / store credits?
> Yes, orders made with reward points or store credits are eligible for returns/exchange.
Can I use my store credits in conjunction with discount codes?
> Store credit cannot be used in conjunction with promotional/discount codes. You may read up more on the store credits function here.
I have removed the tag from my item. Can I still return/exchange it?
> Items without tags / original clear packaging are not eligible for returns/exchange.
There are missing items in my parcel. Can you send a replacement?
> We apologise for any missing items in your parcel, and are more than willing to provide a replacement for you. For missing items, please email us at contact@neonmello.com within 7 working days upon dispatch. The replacement piece in the same size/colour will be exchanged with you, and any postage costs incurred in the process will be borne by us.
I have washed my item. Can I still return/exchange it?
> Returns must be in their original condition - packed in their original transparent packaging, unworn, unwashed, with all tags intact so as to be eligible for return.
I have received a defective/incorrect item. How do I get a replacement?
> We sincerely apologise for any manufacturing defects in the items sent, or any incorrect items sent. For defective/incorrect items, please email us at contact@neonmello.com within 7 working days upon dispatch. The replacement piece in the same size/colour will be exchanged with you, and any postage costs incurred in the process will be borne by us. Defective items have to be in their original condition - packed in their original transparent packaging, unworn, unwashed, with all tags intact so as to be eligible for return.
What kind of defects do you accept?
> We only accept manufacturing defects which refer to defects resulted during production process and is present upon receiving. Examples of manufacturing defects are: one pocket is non-existent, zip is not sewn, lining have been sewn together.
What happens if there are no replacement for my defective/incorrect item?
> In the event where the replacement item is sold out, store credits of equivalent value to the defective item/ incorrect item will be issued to the customer. Cash refunds will not be provided. Incorrect items have to be in their original condition - packed in their original transparent packaging, unworn, unwashed, with all tags intact so as to be eligible for return.
The below listed are not considered defects, and therefore are not eligible for returns/exchanges.
- Difference in measurements by 0.25” – 0.75” due to mass production.
- Slight difference in item colour due to strong studio lighting/inevitable discrepancies arising from individual computer resolutions.
- Slight stains on inner lining / Print anomalies from digital printing
- Items with minute imperfections such as crease marks, loose threads, small thread bumps, slight stains within the size of 1cm
- Defects that do not affect the overall look or functionality of the item
- Defects which might have been caused after washing or handling by customer
- Variation in prints placement / White lines on fabric
In the event customer has mailed out a return parcel that is not eligible for returns, customer will be required to bear the postage fees to return the parcel back to them. NM will not be responsible for the costs of returning the parcel to the customer. Should such parcels not be claimed, they will be disposed off in 3 months upon receiving.
Retail Store Exchange Policy
- Retail Store purchases are not returnable or refundable.
- Exchanges can be done at any of our stores within 7 days from the date of purchase with a valid receipt for your purchase.
- Only products in its original condition (unwashed and unworn) with the product tags still intact will be valid for exchanges.
- Items can be exchanged (in a 1-to-1 exchange) for a different size or colour of the same design, or an item of the same price.
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NEONMELLO reserves the right to amend the terms from time to time without prior notice. By shopping on our website, you are deemed to have agreed to the above terms and conditions listed. Should you have any queries, feel free to drop us an email at contact@neonmello.com