Scope
This policy applies to physical merchandise purchased through NeonRoof and sold by NeonRoof LLC. Marketplace products sold directly by an independent seller may have additional seller terms displayed on the product or checkout page. Digital games and other downloadable products are governed by the refund terms shown at checkout and the Terms of Service.
Made-to-order products
Most NeonRoof apparel, mugs, hats, and gaming accessories are printed specifically for your order. Except where applicable law requires otherwise, we do not accept returns or exchanges for buyer's remorse, an incorrectly selected size or color, or an incorrectly entered personalized name. Please review the product description, size information, color, personalization, and delivery address before paying.
Damaged, defective, misprinted, or incorrect items
Contact NeonRoof Support within 30 days after delivery if an item arrives damaged, materially defective, misprinted, or different from what you ordered. Include the order number, a description of the problem, and clear photographs showing the item and issue. When the claim is confirmed, NeonRoof will arrange a replacement or refund at no additional product or standard-shipping cost. You ordinarily do not need to mail a damaged item back unless Support provides return instructions.
Packages lost in transit
Report a package that has not arrived within 30 days after its estimated delivery date. We will review the tracking and delivery information with the fulfillment provider and, when the package is confirmed lost, arrange a replacement or refund.
Wrong addresses and unclaimed packages
Customers are responsible for entering a complete and accurate delivery address. A package returned because of an insufficient address, an address entered incorrectly, or failure to claim delivery may require payment of new production or reshipping costs. Contact Support promptly if tracking shows that a package is being returned.
Cancellations
Request cancellation through Support as soon as possible. We can cancel and refund an order only if production has not started. Because production may begin shortly after payment, cancellation is not guaranteed.
How refunds are issued
Approved refunds are returned to the original payment method. After NeonRoof issues a refund, the customer's bank or payment provider controls when the credit appears; this commonly takes 5–10 business days. Original or return shipping charges are refundable only when required by law or when the order was damaged, defective, incorrect, or confirmed lost.
Do not send an item without instructions
Contact NeonRoof before mailing any return. The correct return location depends on the product and fulfillment facility. Merchandise sent to NeonRoof LLC or a production facility without authorization may not be received, identified, or refunded.
Contact
Start a return, replacement, refund, or lost-package claim through NeonRoof Support. Your rights under applicable consumer law are not limited by this policy.