Return

Last Updated: July 11, 2025​

​1. Order Cancellation​

• ​Pre-Production/Shipping Cancellation​
  You may cancel orders ​before production starts or within 1 hour of payment​ for in-stock items. Full refunds will be issued to your original payment method within ​5 business days.
• ​Non-Cancellable Orders​
  Orders cannot be cancelled if:
  • Production has begun (customized/personalized items);
  • The item has been shipped (tracking status updated to "In Transit").

​2. Returns​

• ​Eligibility​

  ​Condition​	​Acceptance​	​Notes​
  ​Timeframe​	Within ​14 days​ of delivery	Excludes perishable/underwear
  ​Product State​	Unused, undamaged, original tags/packaging	Proof of purchase required
  ​Shipping Cost​	​Charged once only​ (covers outbound & return)	No restocking fees

• ​Non-Returnable Items​
  Custom prints, intimate apparel, final sale items (clearly marked).

​3. Refund Process​

• ​Steps:
  1. Contact ​demi@neo4lux.com​ for Return Authorization (RA);
  2. Ship items to designated warehouse (address provided via email);
  3. Refund processed within ​48 hours​ of quality inspection.
• ​Timeline:
  • Credit card/PayPal: ​3-10 business days;
  • Bank transfer: ​5-15 business days​ (cross-border delays possible).

​4. Late/Missing Refunds​

If refund not received after 15 days:

1. Check payment provider’s processing time (e.g., banks may take 30 days);
2. Contact us at ​demi@neo4lux.com​ with order number for escalation.

​5. Exceptions & Compliance​

• ​Fraud Prevention:
  Returns may be rejected if abuse is detected (e.g., serial returns, counterfeit claims).
• ​Legal Rights:
  This policy does not override your statutory rights under:
  • China’s E-Commerce Law (unreceived/damaged goods);
  • EU Consumer Rights Directive (14-day no-reason return).