Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at LiesofPCommunityOutreach@NEOWIZ.com. Please note that returns will need to be sent to the following address: NEOWIZ MERCH STORE at 224 Supply, 2929 San Luis Rey Road, Suite B, Oceanside, CA 92058

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If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at LiesofPCommunityOutreach@NEOWIZ.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure the best possible chance of getting what you want is to return the item you have, and once the return is accepted, make a separate purchase for an available new item. In instances where an exchange is not possible, a refund may be the only recourse.

EU Right of Withdrawal – Return Shipping Costs

If you are located in the European Union and wish to exercise your 14-day right of withdrawal, you may return your order within 14 days of receiving it, no reason required. To initiate a withdrawal, please contact us at LiesOfPCommunityOutreach@NEOWIZ.com with your name and order reference number.

Please note that return shipping costs are the responsibility of the buyer. We recommend using a trackable shipping method, as we cannot be held responsible for items lost in transit. Once we receive and inspect the returned item, we will refund the full product price plus the original standard shipping cost within 10 business days.

This right of withdrawal does not apply to custom or personalized items, sealed goods that have been opened, or digital products that have been accessed.

Diminished Value
You have the right to handle the goods to the extent necessary to establish their nature, characteristics, and functioning, in the same way you would be allowed to do in a physical shop. However, you are liable for any diminished value of the goods resulting from handling other than what is necessary to establish such characteristics (e.g., removing tags, wearing the item, or damaging the packaging beyond what is necessary to open it). In such cases, we reserve the right to deduct the value loss from your refund.

Exceptions to the Right of Withdrawal
Please note that the right of withdrawal does not apply to the following contracts:
A. The supply of goods made to the consumer's specifications or clearly personalized (e.g., custom-printed items);
B. The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (e.g., underwear, swimwear, earrings);
C. The supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery (e.g., DVDs, Vinyl records, Game discs);
D. The supply of digital content which is not supplied on a tangible medium if the performance has begun with the consumer's prior express consent and their acknowledgment that they thereby lose their right of withdrawal.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at LiesOfPCommunityOutreach@neowiz.com.

We are not responsible for orders that are undeliverable or refused due to incorrect, incomplete, or insufficient address information, or due to the customer's refusal to pay applicable customs duties, tariffs, or import fees. In such cases, the customer assumes full responsibility for any additional shipping charges required to reship the order. Orders refused at delivery for any reason — including refusal to pay COD tariffs or import duties — will be refunded for the product cost only upon return to our warehouse; original shipping charges are non-refundable. Customs duties and import fees are the sole responsibility of the customer and are non-refundable."