Return & Exchange Policy

Return, Exchange & Refund Policy

At NEON SECRET, we hope you love your purchase. However, if you have any genuine concern regarding your order, including a size issue, incorrect product, damaged product, defective product, or any other issue, our support team is here to assist you.

Please read this policy carefully before placing an order.

NEON SECRET does not provide automatic or direct returns, exchanges, or refunds. Every request for a return, exchange, or refund must first be submitted to and reviewed by our support team.

Where a return, exchange, or refund is approved, the customer may be required to bear the applicable shipping and handling charges.

All requests are subject to product eligibility, verification, inspection, availability, and applicable laws.

Return, Exchange, and Refund Requests

If you wish to request a return, exchange, or refund, please contact our support team before sending the product back.

You can contact us through:

Phone/WhatsApp: +91 93169 08794
Email: service.neonsecret@gmail.com

Please provide your order number and clearly explain the reason for your request.

Please do not return or send any product back without receiving confirmation and instructions from the NEON SECRET support team.

Submitting a return, exchange, or refund request does not automatically guarantee approval. Each request will be reviewed according to the conditions mentioned in this policy.

Shipping Charges for Returns and Exchanges

Where a return or exchange is requested due to reasons such as:

  • Incorrect size selected by the customer;
  • Size or fit preference;
  • Change of mind;
  • Product preference; or
  • Any other reason not caused by NEON SECRET,

the customer must be willing to bear the applicable shipping and handling charges.

Depending on the request, these charges may include:

  • Return pickup or return shipping charges;
  • Shipping charges for sending a replacement product;
  • Exchange shipping charges; and/or
  • Other applicable logistics or handling charges.

The applicable charges, if any, will be communicated to the customer before the return or exchange process is initiated.

The return or exchange process will proceed only after the customer agrees to the applicable charges and follows the instructions provided by our support team.

Inner wear and Hygiene-Sensitive Products

Due to hygiene, health, and safety considerations, certain inner wear and hygiene-sensitive products may not be eligible for return or exchange after delivery.

Where a product is eligible for review, return, or exchange, it must generally meet the following conditions:

  • The product must be unused, unworn, and unwashed.
  • The product must be free from stains, perfume, odour, or any signs of use.
  • The product must be in its original condition.
  • All original tags, labels, hygiene seals, packaging, accessories, and freebies must be intact.
  • The product must not have been altered or damaged after delivery.

If hygiene seals, tags, labels, or original packaging have been removed, damaged, or compromised, the product may not be eligible for return or exchange.

For multi packs or product sets, the complete eligible pack or set may need to be returned. Individual items from a multi pack or set may not be accepted separately.

Incorrect, Damaged, Defective, or Missing Products

If you receive:

  • An incorrect product;
  • A product different from what you ordered;
  • An incorrect size, colour, or item;
  • A damaged product;
  • A product with a manufacturing defect; or
  • A package with a missing item,

please contact our support team as soon as possible and preferably within 7 days of delivery.

For any claim related to an incorrect, damaged, defective, incomplete, or missing product, the customer must have a clear and continuous unboxing video as proof of the condition and contents of the package at the time of delivery.

We recommend recording the unboxing video from before opening the outer package until all items inside the package are clearly shown.

If sufficient video proof is not available, we may be unable to verify certain claims regarding the condition or contents of the package at the time of delivery. However, this does not affect any rights available to customers under applicable law.

Once the issue is reviewed and verified, we will determine the appropriate resolution. Depending on the circumstances, this may include a replacement, exchange, refund, or another suitable resolution.

Where the issue is confirmed to be caused by an error from NEON SECRET or a verified manufacturing defect, the applicable return or replacement process will be communicated to the customer.

Damage caused after delivery due to misuse, improper handling, normal wear and tear, washing against care instructions, alteration, or other customer-caused damage will not be considered a manufacturing or delivery defect.

Products That May Not Be Eligible for Return or Exchange

A return, exchange, or refund request may not be approved in the following situations:

  1. The product has been used, worn, washed, altered, or damaged after delivery.
  2. Original tags, labels, hygiene seals, packaging, accessories, or freebies are missing, removed, or damaged.
  3. The product has stains, perfume, odour, tears, or other signs of use.
  4. The request is made after the applicable review period.
  5. The product belongs to a hygiene-sensitive or non-returnable category.
  6. Only part of a multipack or product set is returned instead of the complete eligible set.
  7. The product has been damaged due to misuse, improper storage, overuse, or failure to follow the recommended care instructions.
  8. The reported issue cannot reasonably be verified based on the information or evidence provided.
  9. The product was purchased from another retailer, marketplace, or website and not directly from the official NEON SECRET website.
  10. The product is returned without prior confirmation or instructions from the NEON SECRET support team.

Review and Approval Process

Once we receive your request, our support team will review the information and evidence provided.

If your request is approved, we will provide instructions regarding:

  • Whether the product needs to be returned;
  • The applicable return address;
  • Whether pickup or self-shipping is available;
  • Any applicable shipping or handling charges;
  • The exchange or replacement process, where applicable; and
  • The refund process, where applicable.

Where a product is returned to us, it may be inspected by our team to confirm that it meets the applicable conditions under this policy.

We reserve the right to approve or reject a request where the product does not meet the eligibility conditions mentioned in this policy, subject to applicable consumer protection laws.

The customer will be informed once the request has been reviewed and processed.

Exchanges

Exchanges are not provided automatically and are subject to approval, product eligibility, and stock availability.

If an exchange is approved due to reasons such as an incorrect size selected by the customer, fit preference, or another reason not caused by NEON SECRET, the customer may be required to bear:

  • Return shipping or pickup charges; and/or
  • Shipping charges for sending the replacement product.

The applicable charges will be communicated before the exchange is processed.

If the requested replacement size, colour, or product is unavailable, our support team may discuss an alternative solution with the customer.

Refunds

Refunds are not provided automatically simply because a customer wishes to return a product.

Every refund request must first be submitted to and reviewed by NEON SECRET.

Where a refund is approved, the eligible refund amount will be determined based on the circumstances of the request and the applicable charges, if any.

For returns approved for reasons not caused by NEON SECRET, applicable shipping and handling charges may be deducted or separately collected, as communicated to the customer before processing.

Approved refunds will generally be processed to the original method of payment, wherever possible.

After a refund has been initiated, the amount may take up to 7–10 business days to reflect in the customer's account, depending on the bank, payment provider, or payment method.

Important Conditions

Please do not send any product to any address without first receiving instructions from the NEON SECRET support team.

Products sent or returned without prior approval may not be accepted or processed.

NEON SECRET reserves the right to refuse a return, exchange, or refund request in cases involving:

  • Misuse of this policy;
  • Repeated fraudulent or suspicious claims;
  • False or misleading information;
  • Attempts to unfairly take advantage of the return, exchange, or refund process; or
  • Any other activity that reasonably indicates misuse of our services.

This policy applies only to products purchased directly through the official NEON SECRET website.

Products purchased from other retailers, marketplaces, websites, or third-party sellers cannot be returned or exchanged through NEON SECRET unless otherwise required by applicable law.

For selected products, promotional campaigns, clearance sales, special offers, or other specific situations, different return or exchange conditions may apply where these conditions are clearly communicated on the relevant product page, offer page, or promotional material.

Contact Us

If you have any questions regarding your order or wish to request assistance with a return, exchange, replacement, or refund, please contact our support team before taking any further action.

Phone/WhatsApp: +91 93169 08794
Email: service.neonsecret@gmail.com

Please keep your order number and relevant product details available when contacting us so that we can assist you more efficiently.