Refund policy

Refund Eligibility

We accept returns and offer refunds for items purchased from EclatNeon within 14 days of delivery. To be eligible for a refund, your item must be:

  • Unworn, unwashed, and in its original condition
  • In the original packaging with all tags attached
  • Accompanied by the original receipt or proof of purchase

Final sale items marked "non-refundable" are not eligible for returns or refunds.

How to Initiate a Return

  1. Email our customer service at [email protected] with your order number and details about the product you would like to return
  2. We will provide you with return instructions and a return authorization number
  3. Package your return securely and include the return authorization number
  4. Ship your return using a trackable shipping service

We recommend keeping your shipping receipt until your refund is processed.

Refund Processing

Once your return is received and inspected (typically within 3-5 business days), we will notify you of the approval or rejection of your refund. If approved:

  • Refunds will be processed to the original payment method
  • Credit card refunds may take 5-10 business days to appear on your statement
  • Original shipping costs are non-refundable

For returns due to our error (wrong item shipped, defective product), we will cover return shipping costs.

Exchanges

We currently do not offer direct exchanges. To exchange an item, please return the original item for a refund and place a new order for the desired item.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery. We may require photographic evidence of the damage. We will arrange for a replacement or refund at no additional cost to you.

International Returns

International customers are responsible for any customs fees, duties, or taxes associated with returns. These costs will not be refunded. We recommend declaring the package as a "returned good" to potentially reduce fees.

Non-Returnable Items

The following items cannot be returned:

  • Items marked as "Final Sale"
  • Items without original tags or packaging
  • Personalized or custom-made items
  • Items that have been worn, washed, or altered

Late or Missing Refunds

If you haven't received your refund within 10 business days after we've approved it:

  • Check with your bank or credit card company first
  • Contact your payment processor as processing times vary
  • If you still haven't received your refund, contact us at [email protected]