top of page

Refunds, Returns and Cancellations

​

1. Eligibility for Exchange

a. Time Frame:

  • Exchanges are accepted within 7 days from the date of delivery.

b. Condition of Items:

  • Items must be in unworn, unwashed, and brand-new condition with original tags attached.

c. Non-Exchangeable Items:

  • Personalized or customized items are not eligible for exchange.

​

2. Exchange Process

a. Contact Us:

  • To initiate an exchange, please contact our customer service team at vibe@neonerg.in

b. Exchange Request:

  • Provide your order number, the item you wish to exchange, and the replacement item you desire.

c. Approval and Instructions:

  • Once your exchange request is approved, our team will provide you with instructions on how to return the item.

​

3. Return Shipping

​

a. Customer Responsibility:

  • Customers are responsible for return shipping costs unless the exchange is due to a defect or an error on our part.

b. Shipping Method:

  • We recommend using a trackable shipping service to ensure the safe and timely arrival of your return.

​

4. Inspection and Processing

​

a. Item Inspection:

  • Upon receiving the returned item, we will inspect it to ensure it meets the eligibility criteria, we can also reject an item if it doesn't meet the eligibility criteria as specified in 1.1. (b).

b. Processing Time:

  • Exchanges will be processed within 2 business days after the item is received.

​

5. Replacement Item

​

a. Availability:

  • If the replacement item is available, it will be shipped to you promptly.

b. Alternative Options:

  • If the replacement item is unavailable, we may offer alternative options or issue a refund.

​

6. Defective or Incorrect Items

a. Reporting:

  • If you receive a defective or incorrect item, please contact us within 2 days of delivery for assistance.

b. Replacement or Refund:

  • We will arrange for a replacement or issue a refund for defective or incorrect items.

​

7. Cancel your order

Orders can only be cancelled if it hasn't been shipped yet, please contact our customer support email to cancel your order.

​

​

​If you have questions, please get in touch with us at 

vibe@neonerg.in

bottom of page