Neon Cowboys Return & Exchange Policy

Return Policy

At Neon Cowboys, we stand behind the quality of our products. We want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we offer the following return options:

Return Eligibility

• We accept returns for both defective and non-defective products within 14 days of delivery.
• Items must be in their original condition and packaging.
• Products must not show signs of wear, damage, or alteration beyond what is needed to try them on.
• All tags and accessories must be included.
• Pre-order items are not eligible for refunds (see Pre-Order Policy below).

Pre-Order Policy

• Pre-order items are limited edition products that are produced in specific manufacturing runs.
• Payment for pre-order items reserves your piece and is non-refundable.
• Delivery dates for pre-order items are estimates only. Production delays may occur due to manufacturing processes, supply chain issues, or other factors beyond our control.
• By placing a pre-order, you acknowledge and accept that:
  1. The delivery timeline provided is an estimate
  2. Production delays may occur
  3. Your pre-order payment is non-refundable regardless of delivery timeline changes
  4. You are securing a limited edition item

Return Process

1. Initiate Your Return: Contact our customer service team at info@neoncowboys.com to request a return. Please include your order number and reason for return.
2. Receive Return Authorization: Our team will provide you with return instructions.
3. Ship Your Return: Package your item(s) securely and ship them to our warehouse. The return shipping address will be provided in your return authorization email.
4. Return Shipping Costs: Customers are responsible for covering the cost of return shipping, which typically ranges from $7-$11 within the United States.
5. Refund Process: Once we receive and inspect your return, we'll process your refund to your original payment method typically within 5-9 business days.

Returns for Defective Products

If you receive a defective product, please contact us within 14 days of delivery with clear photos and/or video of the issue. For our light-up products, we require video documentation of the issue to help us properly troubleshoot the problem. For confirmed manufacturing defects, we will cover the cost of return shipping or quickly ship you a replacement product.

Troubleshooting & Replacement Parts

As a fashion technology brand, our light-up products occasionally require troubleshooting:

1. Before initiating a return for a defective item, please contact us at info@neoncowboys.com & visit our Troubleshooting Guide for solutions to common issues.

2. For minor issues, we often provide replacement parts (battery packs, remotes, etc.) rather than requiring a full product return. Visit our Replacement Parts Collection to see available components.

3. Our customer service team can help determine if your issue can be resolved with replacement parts or if a full replacment/return is necessary.

Exchange Policy

We're happy to exchange products for a different size or color of the same style.

Exchange Process

1. Follow the same initial steps as the return process above.
2. Clearly indicate in your return request that you would like to exchange for a different size or color.
3. Specify the exact replacement item you would like.
4. Customers are responsible for the return shipping costs for exchanges.
5. If there is a price difference between the original and replacement item, this will be charged accordingly.

Contact Us

If you have any questions about our return and exchange policy, please contact our customer service team:

• Email: info@neoncowboys.com
• Phone: +1 888-996-4812 ( 11am to 8pm PST Weekdays)