1. Escrow Protection Overview
At Neon Drawer, buyer and seller security is our top priority. All payments made through our platform are held securely in escrow until the buyer receives their order and confirms satisfaction, or until the standard delivery window expires without a dispute.
2. Requesting a Refund or Return
Buyers may request a refund or return within 48 hours of receiving their order under the following conditions:
- Item Not Received: The package was not delivered within the estimated shipping timeframe.
- Significantly Not as Described: The item received is damaged, defective, counterfeit, or substantially different from the vendor’s listing photos and description.
3. Non-Refundable Items
Certain types of goods are exempt from being returned due to health and safety regulations:
- Intimate apparel, swimwear, or personal care items.
- Downloadable digital products or gift cards.
- Customized or personalized items (unless defective).
4. Dispute Resolution Process
- Direct Communication: Buyers and vendors are encouraged to resolve order issues directly via order messages.
- Escrow Hold: If a dispute is raised, funds remain safely in escrow and will not be released to the vendor while the claim is under review.
- Admin Escalation: If the buyer and vendor cannot reach an agreement, our support team will review the evidence (tracking details, item photos) and make a final determination regarding the escrow release or full refund.
5. Return Shipping Fees
If the return is due to seller error (e.g., wrong size, defective item), the vendor covers return shipping.
6. Platform Credits and Digital Top-Ups
All purchases of Neon Drawer platform credits or digital wallet top-ups are final and strictly non-refundable. Once funds are converted into digital credits and added to a user account, they cannot be withdrawn, exchanged for cash, transferred to another user, or refunded to the original payment method under any circumstances. Platform credits hold no cash value outside of the Neon Drawer ecosystem and may only be utilized for transactions within the site.