Request and Cancellation Policy

Procedure to return a product

You will have 24-72 hours after the item is delivered, to notify us that you want to return your product. If your item meets all the requirements, your return can be initiated by calling our Customer Service at neonchaltd@gmail.com

Reasons for Return or Replacement

  • If the product is damaged or is defective at the time of delivery.
  • If the product ordered is not the right product.

Things customers need to follow when they are requesting to return or replace a product:

  • Price tag, Brand tag or any other tags that were in the product must not be removed for any return claims.
  • Product should be in fresh condition.

Following information must be given when you call Customer Service

  • Your order numbers.
  • The reason for the return.

You have to E-mail us the original copy of the Customer Copy of the Invoice.

How to send your product to the NeonCha Store? How much will it cost you?

  • Our Customer Service will arrange for pick-up of the product from your address, free of delivery charge.
  • If you live outside Dhaka, please send your product by Sundarban Courier Service/ SA Paribahan.
  • If your return claim is validated, we will reimburse your courier charge.
  • We don’t exchange liquid products.

You may not cancel an order once it has been submitted. It is the customer’s responsibility to ensure the product delivery address is correct.

NeonCha’s Case System

The Case system is how a buyer notifies NeonCha of an order issue or dispute, in order for NeonCha to help them reach a resolution.

NeonCha reserves the right to resolve an order issue before the 48-hour window for circumstances including, but not limited to, seller inactivity, harassment, refusal of service, manipulation, and undermining the integrity of the case system.

If NeonCha determines that an item is not as described, you will be required to refund the order, including original shipping and return shipping.

Non-Delivery

A non-delivery occurs when a buyer places an order but does not receive the item. The following are examples of non-delivery cases:

  • There is no valid proof that the item was shipped to the buyer.
  • An item was not sent to the address provided on NeonCha.

Not as Described

An item is not as described if the buyer can demonstrate that it is significantly different from the seller’s listing description or photos. Here are a few examples of not as described cases:

  • The item received is a different color, model, version, or size.
  • The item has a different design or material.
  • The seller failed to disclose that an item is damaged or is missing parts.
  • The buyer received the incorrect quantity of items (e.g., the buyer purchased three items but only received two).
  • The item was advertised as authentic but is not authentic.
  • The condition of the item is misrepresented (e.g., the item is described as new but is used).

Not as described cases can also be filed for late delivery. In order to qualify as late delivery, the buyer must provide proof that all of these conditions have been met:

  • The item(s) were ordered for a specific date or event.
  • The item(s) are rendered useless after that date.
  • The seller did not ship the item(s) according to their processing time or the date agreed upon in Messages.

If NeonCha determines that an item is not as described, the seller will be required to refund the order, including original shipping and return shipping, if applicable.

Ineligible Transactions

Some disputes don’t qualify for NeonCha’s case system. These include:

  • Items that are damaged by the shipping carrier (if properly packaged by the seller).
  • Items that have been altered, used, worn, washed, or discarded after receipt.
  • Items that are received after the agreed-upon delivery date due to shipping delays.
  • Items that are returned without a return agreement.
  • Items that are accurately described but don’t meet a buyer's expectations.
  • Cost of shipping disputes.
  • Items that are purchased in person.
  • Transactions where payment is not made via NeonCha’s checkout system.

Requesting a Cancellation

Only sellers may cancel transactions. Buyers may request that a seller cancel an order via Messages.

Returning an Item

Each seller has his or her own return policies, which should be outlined in their Shop Policies. Not all sellers accept returns.