Refund policy

Refund Policy

At NeonShonen, we want every customer to feel completely confident purchasing from us. That’s why every order is protected by our 30-Day Money-Back Guarantee, described below. This policy complements, and never limits, any mandatory consumer rights that apply under the laws of your country.

1. Return Window
You have 30 days from the date your order is marked as delivered to request a return. To start a return, email us at neonshonen@outlook.com with your order number and the reason for your request.

2. Right of Withdrawal (EU & UK Customers)
If you are a consumer in the European Union or the United Kingdom, you also have the legal right to withdraw from your purchase within 14 days of delivery without giving any reason. To exercise this right, simply contact us at neonshonen@outlook.com with a clear statement of your decision. Our 30-Day Money-Back Guarantee extends this period, and your statutory rights remain fully protected.

3. Return Eligibility
To be eligible for a return, the ShonenBox must be sent back with all originally included items: the light box, the remote control, the USB cable and the original packaging. Reasonable inspection and use are fine. However, items showing accidental damage, misuse, water damage, unauthorized modification or excessive wear may be refused or subject to a partial deduction, where permitted by applicable law.

4. Return Authorization Required
Please don’t send any item back without contacting us first. Once your return request is approved, we’ll send you clear instructions and the correct return address. Items sent to an unauthorized or incorrect address may be delayed, refused or lost.

5. Damaged, Defective or Incorrect Items
If your ShonenBox arrives damaged, doesn’t work as expected, or is different from what you ordered, please contact us as soon as possible and include photos of the item and its packaging. We’ll offer a replacement, a full refund or another fair solution at no additional cost to you. This does not affect your legal guarantee rights for non-conforming products.

6. Return Shipping Costs
Unless the item is damaged, defective or incorrect, or applicable law states otherwise, the customer is responsible for return-shipping costs. Original shipping charges are non-refundable, unless the entire order is refunded due to an error on our part or you exercise your legal right of withdrawal.

7. Refund Processing Time
Once we receive and inspect your returned item, we’ll notify you by email whether your refund has been approved. Approved refunds are issued to your original payment method. Please allow approximately 5–10 business days for your bank or payment provider to process it.

8. Late or Missing Refunds
If more than 10 business days have passed since your refund was approved and you still haven’t received it, please first check with your bank or payment provider. If the issue persists, contact us at neonshonen@outlook.com and we’ll help investigate.

9. Exchanges
If you’d like a different edition, the fastest route is to return your original item and place a new order once the return is approved. If your item was defective or incorrect, contact us first and we’ll resolve it directly.

10. Non-Returnable Items
Gift cards and items clearly marked as “final sale” at the time of purchase are not eligible for return, unless they are defective or applicable consumer law states otherwise.

11. Order Cancellations
If you’d like to cancel an order, please contact us as soon as possible. If the order has already been processed or dispatched, it will be handled as a standard return once it arrives.

12. Lost Orders
If your tracking shows that your order appears to be lost in transit, contact us and we’ll open an investigation with the carrier. Once the loss is confirmed, we’ll send you a replacement or a full refund, whichever you prefer.

13. Contact
For all return, refund or exchange requests, email us at neonshonen@outlook.com.