Refund policy

Neon Collective Online Returns & Refunds

Before returning: All returns must be authorised. Please CLICK HERE to request a return.

Refunds & Online Store Credits:

• Full-priced items can be refunded or exchanged for online store credit.
• Sale items: online store credit only, unless otherwise stated.
• Pre-orders cannot be cancelled, but our standard returns apply after delivery.
• Orders paid with an online store credit are final sale.

• Orders purchased using any form of discount - including the following ; promotional codes, loyalty voucher, sign up code or sale offer may only be eligible for an online store credit unless otherwise stated as final sale.

Refunds for Change of Mind or Order Errors:

Refunds requested due to change of mind or customer order errors may incur a processing fee to cover non-refundable payment provider charges. This fee reflects the costs charged to us at the time of purchase and may include:

• Visa/Mastercard: 2.7% + 30c
• International cards: 3.9% + 30c
• Afterpay: 5%
• PayPal: 4.4%

These fees apply only to change-of-mind cancellations or customer order errors, and reflect the non-refundable costs charged by payment providers (including card payments, PayPal, and Buy Now Pay Later services).

Click & Collect Policy

Orders must be collected within 24 hours of being notified.

Click & Collect orders are held exclusively for you, meaning other customers may miss out while your items are reserved for collection.

We encourage you to try your items on when collecting so that, if something isn’t quite right, we can assist you with an exchange or credit note straight away.

If your order qualifies for a refund under our Returns Policy and you decide the item is not suitable or you change your mind, any approved refund will be processed less the merchant fees charged to us by your payment provider, as these fees are non-refundable to us.

All returns remain subject to our standard Returns Policy conditions.

Loyalty Discount Orders:

• Orders using a loyalty voucher can be returned for store credit only, for the amount paid (minus shipping).
• Loyalty vouchers can’t be reinstated or added back to your credit note.
• Multiple consecutive orders placed to obtain a loyalty discount may be declined a refund; in these cases, we may offer store credit on the earlier order at our discretion

Condition of Items:

• Items must be unworn, unwashed, unaltered, and in original packaging.
• Swimwear, hats, intimates, jewellery, hair clips, homewares, and perfumes are final sale.

Timeframes:

• NZ customers: Return within 10 days of delivery.
• International customers: Return within 14 days via express courier.
• Late returns will not be accepted and will be returned at sender’s cost.

Shipping & Fees:

• Free shipping returns may have a shipping fee deducted from refunds/store credit:
  • NZ: $10
  • NZ OUTER ISLANDS (Great Barrier, Waiheke, Chatham & Steward Islands): $30 + $10 handling + any extra shipping paid
  • AU: $45 + $10 handling
  • INTERNATIONAL: $65 + $10 handling
    

• Gifts with purchase must be returned with your order.
• Credit card/PayPal refunds may incur a handling fee (NZ: $5, International: $10).
• Afterpay orders: refunds incur a 5% fee unless opting for store credit.
• Free Shipping with a Minimum Spend Promotions - From time to time, we may offer promotions where you can access free shipping when your order meets the stated minimum spend threshold. If you return all or part of an order that originally qualified for free shipping and your remaining order total falls below the free shipping threshold, the original shipping cost will be deducted from your refund or credit note. If, after the return, your remaining order total still meets the free shipping minimum spend requirement, no shipping fee will be deducted.

Faulty Items:

• Items with a confirmed manufacturing fault (not including damage from customer wear and tear) may be repaired, replaced, or refunded. Return postage for faulty items will be reimbursed by Neon Collective.
• Please see our GARMENT CARE PAGE on how to care for your garments.

Limitations:

We cannot accept returns if:

• Items are worn, damaged, altered, or missing packaging.
• Items are on sale/discount (unless store credit eligible).
• Items are outside the return timeframe.
• Proof of purchase is not provided.
• The item was not purchased directly from Neon Collective.

Returning Your Order:

• Submit a return request first; do not send items without authorisation.
• We recommend a tracked overnight courier for safe delivery.
• Credit notes will be emailed; exchanges cannot be held.

Availability of Stock:

• Because we sell both online and in our Mount Maunganui boutiques, there is a small chance that an item may sell out at the same time you’re purchasing it. If overselling occurs, we’ll contact you immediately to arrange a refund or an alternative option.
• To keep things fair for everyone, we allow one of each size per style per customer. If you do require help with sizing please reach out to us via out chat box, we would love to be of assistance.

Exchanges:

• Because we carry limited stock, we’re unable to offer direct exchanges for online orders. If you need a different size or style, please follow our returns process and send your item back within our return timeframe for a refund or store credit. You can then place a new order for the item you’d like.

Credit notes issued:

• Once we have processed and approved you return, a credit note will then be issued for the amount you paid for the item, less any applicable fees.

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.