1. Overview
At Neo Decor Studio, your satisfaction is our priority. If you’re not completely happy with your purchase, we offer a transparent return and refund process detailed below.
2. Return Eligibility (30-Day Window)
You may return most items within 30 days of delivery, provided that:
- The item is unused, undamaged, and in original condition
- It is in its original packaging with all tags and accessories
- You have proof of purchase (order number or email confirmation)
3. Non-Returnable Items
The following items are not eligible for return:
- Custom-made or personalized products (e.g., custom photo prints, name-engraved items)
- Digital downloads (after delivery of the download link)
- Gift cards
- Items marked as “Final Sale” at the time of purchase
- Items returned more than 30 days after delivery
- Items with obvious signs of use or damage caused by the customer
4. How to Initiate a Return
- Contact us at returns@neodecorstudio.com within 30 days of delivery with your order number and reason for return.
- Receive RMA (Return Merchandise Authorization): We’ll email you a return label and instructions within 1–2 business days.
- Pack the item securely in its original packaging.
- Ship the item using the provided label or your preferred carrier.
5. Refunds
- Once we receive and inspect your return, we’ll email you confirmation of approval or rejection.
- Approved refunds are processed to your original payment method (via Stripe) within 5–10 business days.
- Shipping costs are non-refundable, except where the return is due to our error.
- If the refund hasn’t appeared after 10 business days, please contact your bank or card issuer before reaching out to us.
6. Exchanges
We replace items only if they are defective, damaged, or the wrong item was delivered. To request an exchange, email returns@neodecorstudio.com with photos of the defect or damage within 7 days of delivery.
7. Damaged or Defective Items
If you receive a damaged or defective item:
- Email us within 48 hours of delivery with photos showing the damage.
- We will arrange a free replacement or full refund — your choice.
- Do not discard the original packaging until your claim is resolved.
8. Return Shipping Costs
- If the return is our error (wrong/damaged item): we cover the return shipping cost.
- For change-of-mind returns: the customer is responsible for return shipping costs.
- We recommend using a trackable shipping service. We are not responsible for items lost in transit.
9. Order Cancellations
- Orders can be cancelled at no charge before they are shipped — contact us within 24 hours.
- Once an order has shipped, cancellation is not possible; please use the standard return process.
10. Contact Us
For any return or refund questions:
Email: returns@neodecorstudio.com
Response time: within 1 business day