customerservice@dopeneons.com Refund policy
Returns and Refunds
We're confident you'll love your purchase from Dope Neons, however for eligible non-personalized products, we offer a 28-day return period.
Personalized and custom-made products cannot normally be returned simply because you have changed your mind.
Returns
Eligible non-personalized products can be returned within 28 calendar days of the date you receive your order.
Returned items must be unused, in the same condition in which they were received, and returned in their original packaging.
Personalized and custom-made items are excluded from our standard 28-day return policy.
Once we receive your return, we will inspect the item and notify you of the outcome.
If your return is approved, your refund will be issued to your original payment method. The time taken for the funds to appear will depend on your bank or card issuer.
Damaged or Defective Items
If your item arrives damaged, please contact us as soon as possible, preferably within 7 days of delivery, so that we can investigate the matter promptly.
Please include your order number and clear photographs showing the damage.
If your item is defective, please contact us with your order number and, where possible, photographs or a short video showing the issue.
We may request additional information or evidence where reasonably required to help us assess the problem.
Once the issue has been reviewed, we will provide an appropriate resolution, which may include a replacement or refund.
Personalized and Custom Orders
Personalized and custom-made products are made specifically to your requested design and are therefore non-refundable unless there is a fault, damage, production error or other issue with the order.
This includes products personalized with names, wording, images, logos, dates, designs or other custom details requested by you.
If we make an error that differs from the personalization details you submitted, we will provide an appropriate replacement or refund.
Please carefully check all personalization details before completing your order, as changes may not be possible once production has started.
Shipping and return costs
Unless the item is faulty, damaged or we have made an error with your order, you are responsible for the cost of returning an item to us.
Original shipping charges are non-refundable unless otherwise agreed as part of an approved claim.
If we confirm that an item is faulty, damaged or incorrect, we will arrange the appropriate resolution and will not charge you for any replacement shipment.
Lost, Missing or Delivered Parcels
All orders are shipped using tracked delivery.
Where shipping insurance applies, it covers qualifying loss or damage while the parcel is in transit, subject to the carrier's terms, evidence and investigation.
If tracking shows your order as delivered but you are unable to locate it, please contact us as soon as possible.
Before a missing-delivery claim can be resolved, we may ask you to:
- Check around the delivery address, including entrances, porches, garages, mail areas and other possible delivery locations.
- Check with members of your household, neighbors, building staff or anyone else who may have accepted or moved the parcel.
- Contact the carrier directly where they provide a dedicated recipient service.
- Provide any information reasonably required to assist with the delivery investigation.
We may review available delivery evidence including tracking information, delivery photographs, GPS or location information and information supplied by the carrier.
If our investigation confirms that the parcel was lost in transit or not delivered, we will provide an appropriate resolution, which may include a replacement or refund.
If the available evidence confirms that the parcel was successfully delivered to the correct address or an authorized delivery location and it subsequently goes missing, this will not normally qualify for a replacement or refund.
Where theft or loss after delivery is suspected, we may recommend that the recipient report the matter to local law enforcement and provide a police or incident report where appropriate.
We reserve the right to wait for the carrier's investigation to be completed before determining whether a replacement or refund is appropriate.
Each claim will be assessed individually based on the available evidence, the carrier's findings, our published policies and applicable law.
Returned to Sender Parcels (RTS)
If a parcel is returned to us because delivery could not be completed, a re-delivery fee may apply.
This may include situations where:
- An incorrect or incomplete delivery address was supplied.
- The recipient was unavailable where a signature or personal handover was required.
- The parcel was refused at the delivery address.
- The carrier was unable to complete delivery due to circumstances relating to the recipient or delivery information provided.
Where a re-delivery fee applies, it will normally be equal to the original delivery charge.
Contact Information
Questions about our returns and refund policy can be sent to us at customerservice@dopeneons.com