Return & Refund Policy
Effective Date: April 18, 2026
At Fluor Neon, we want you to shop with confidence. If you are not completely satisfied with your purchase, please review the policy below for information about returns, refunds, replacements, and cancellations.
1. Order Cancellations
You may request to cancel your order before it has been shipped.
If your order has not yet been processed or shipped, we will do our best to cancel it and issue a full refund.
If your order has already been shipped, it can no longer be canceled, but you may still be eligible for a return or refund in accordance with this policy.
2. Returns
We accept return requests for eligible items within 7 days of delivery.
To be eligible for a return, the item must:
- be unused and in its original condition;
- be returned in its original packaging;
- not be marked as final sale, non-returnable, or personalized/custom-made.
We reserve the right to refuse returns that do not meet these conditions.
3. Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Please note that it may take additional time for your bank, card issuer, or payment provider to post the refund to your account.
Original shipping charges are non-refundable unless:
- the wrong item was sent;
- the item arrived damaged or defective;
- the return is required because of an error on our part;
- or the order is canceled because we are unable to ship it within the time promised or otherwise required by applicable law.
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at store@fluorneon.com.
Please include:
- your order number;
- a description of the issue;
- and clear photos showing the problem.
If the issue is confirmed, we may, at our discretion:
- send a replacement;
- issue a full or partial refund;
- or provide another appropriate resolution.
In these cases, we will cover any return shipping costs if a return is required.
5. Items Not Received / Shipping Delays
If your order has not arrived within the estimated delivery timeframe, please contact us so we can review the shipment status.
If we are unable to ship your order within the time stated at checkout, or within the timeframe otherwise required by applicable law, we may contact you to offer the choice to:
- keep the order active and wait for the delayed shipment; or
- cancel the order for a refund.
If an order is canceled because it was not shipped as required, any refund will include the amount paid for unshipped items and any associated shipping charges for those items.
6. Non-Returnable Items
The following items are not eligible for return unless they arrive damaged or defective:
- custom or personalized items;
- made-to-order products;
- final sale or clearance items;
- gift cards;
- items that have been used, worn, washed, or altered after delivery.
7. Exchanges
We currently do not guarantee direct exchanges.
If you would like a different item, color, size, or variation, the fastest option may be to request a return for the original item, if eligible, and place a new order separately.
If your item arrived damaged, defective, or incorrect, we may offer a replacement instead of a return, when available.
8. Return Shipping
Unless the return is due to our error, a damaged item, a defective item, or an incorrect shipment, the customer is responsible for return shipping costs.
We recommend using a trackable shipping service, as we are not responsible for returns lost in transit.
9. Chargebacks
If you experience an issue with your order, we encourage you to contact us first at store@fluorneon.com so we can try to resolve the matter promptly.
Filing a chargeback without first contacting us may delay the resolution process.
10. Contact Us
If you have any questions about returns or refunds, please contact us at:
Fluor Neon
Email: store@fluorneon.com