Refund policy

Please note: No orders (shipped or local pickup) are to be returned without prior authorisation from Neon Collective Please CLICK HERE to request a return.

Neon Collective will offer refunds and/or credit notes for any full priced clothing purchased online provided they meet our terms and conditions outlined as below.

• Sale items (including those purchased with promotional/sale codes) are final sale. Any items purchased on a pre-order are not eligible to be cancelled.
• Orders purchased with an online credit are final sale and cannot be returned. Please choose mindfully.
• In the rare event in which goods are sold with a manufacturing fault, we will do the best under the consumers act to redeem the situation by offering, a repair, replacement or refund.
• For NZ customers the goods must be returned within 10 days of receiving your items (as per tracking information), orders not returned within the timeframe will not be accepted and returned at sender’s cost.
• For NZ Click & Collect customers the goods must be returned within 10 days of collecting your items in-store, orders not returned within the timeframe will not be accepted and returned at sender's cost. Please note: Orders must be be picked up within 24 hours of receiving the email notification, for late pick-ups the returns timeframe will not be extended. 
• For International customers the goods must be returned within 14 days of receiving your items (as per tracking information), and returned with an express courier service. Orders not returned within the timeframe will not be accepted and returned at sender’s cost.
• The item must be in original unworn, unwashed and un altered condition with all packaging provided.

Orders made with Loyalty Discount:

• Orders placed which redeem a loyalty credit are final sale.
• Orders that have been placed consecutively to receive a loyalty discount may be declined a refund. Alternatively we will offer an online credit note on the order made prior to the order which received the loyalty discount. This is at the sole discretion of Neon Collective.

Availability:

• Because we operate online and at our physical boutiques in Mount Maunganui there is the potential for someone to be buying the same item in-store that you are buying online, or that two online orders (with the same item in their cart) may process their orders at the same time which can result in the website overselling. On the rare occasion that this may happen, we will be in touch straight away to offer you a refund or exchange.
• To be fair to all of our customers our policy when purchasing garments is that we have a limit of one per size per style per customer.

Shipping and Postage Fee Returns:

• Returned New Zealand orders which initially receive free shipping will have $10 NZD deducted from your refund to cover the costs involved with shipping your order. Customers returning a portion of their order for a refund will have a portion of the $10 NZD postage + handling fee return fee deducted from their refund.
• Returned Australian orders which initially receive free shipping will have $35 NZD deducted from your refund to cover the costs involved with shipping your order. Customers returning a portion of their order for a refund will have a portion of the $35 NZD postage + a $10 NZD handling return fee deducted from their refund.
  
• If you have received a gift with purchase, the gift must also be returned otherwise the value of the gift will be deducted from your refund.
• Your order number must be provided.
• Online orders cannot be returned to our physical boutiques unless authorisation is given prior by Neon Collective prior.
• We will strictly not accept returns if items do not meet our returns requirements as stated.

Local Pickup / Click & Collect:

• For NZ Click & Collect customers the goods must be returned within 10 days of collecting your items in-store, orders not returned within the timeframe will not be accepted and returned at sender's cost. Please note: Orders must be be picked up within 24 hours of receiving the email notification, for late pick-ups the returns timeframe will not be extended. 
  
• Orders purchased with 'Local Pickup' from Mount Maunganui which require a refund will have a $5 handling fee deducted from their refund along with any other applicable refund fees (Afterpay or Laybuy orders).

Afterpay and Laybuy

• For customers purchasing using the Laybuy Ltd or Afterpay  please click HERE to read about the refund fee which may apply or read below.
• Orders purchased with Afterpay or Laybuy payment method are valid for refunds (provided they meet our returns terms and conditions), however please do note it will  incur a 5% fee that will be deducted from your refund to cover service fees incurred from Afterpay or Laybuy Limited. This 5% Fee is inclusive of GST and will be deducted from the total purchase cost of the items being returned.This fee will not be incurred if you opt for an online credit note. Afterpay and Laybuy operates as their own company and any payment queries are to be directed to them. Purchasing products through Afterpay is valid for New Zealand residents only. Purchasing products through Laybuy is valid for New Zealand and Australian residents only. International customers will have to use PayPal or Credit Card.

Credit Card + PayPal

• NZ Rural customers who pay with Credit Card or PayPal and return an order will incur a $5 handling fee on their refund.
• International customers who pay with Credit Card or PayPal and return an order will incur a $10 handling fee on their refund.

 We are Unable to Accept Goods Where:

• Goods have been worn.
• Goods have been damaged after purchase.
• Goods were on sale or offered at a discount (including flash sales/promo codes).
• Goods have been altered.
• The goods are swimwear, hats, intimates,  jewellery or homewares.
• Orders placed which redeem a loyalty credit are final sale.
• The return is outside the 10 day timeframe for NZ customer, or outside of the 14 day timeframe for International customers from when received by customer as per the tracking information.
• The customer is unable to provide proof of purchase.
• If the goods have already been exchanged previously.
• The goods are not purchased directly from Neon Collective.

Returning your Online Purchase to Neon Collective

• Once you have submitted an online returns form via our Returns Form a representative from Neon Collective will be in contact within 5 working days. Items cannot be sent back without confirmation.
• Please note we are unable to place holds on items requested for exchanging. If you wish to take a credit note then this will be emailed across to you in order to make your re-order for your requested item/s.
• We highly recommend using an overnight courier tracked service to ensure the safe return and the items reaches us within  the time frame.
• International customers must return their order with an express courier service.
• Neon Collective will not be held responsible for any returned items which do not reach us safely.
• In the rare event when a customer is returning a garment with a manufacturing fault, Neon Collective will reimburse all postage costs.

NEON COLLECTIVE'S ONLINE RETURNS POLICY for buying online may be amended or modified at any time without any prior notice to an individual. By using our site, you acknowledge and agree to these terms and conditions. If you would like any further information on these terms and conditions please contact us via our ‘Contact Us’ page.