Return & Refund Policy

We stand behind the quality of our products. If there is an issue with your order, please contact us promptly so we can resolve it.

 

1. Return Eligibility & Conditions 

You may return most products purchased from us within 30 days from the date of delivery for a refund or exchange. To be eligible for a return:

  • Items must be unused, undamaged, and in original condition with all packaging intact.

  • You must provide proof of purchase (order number or receipt).

  • Custom printed or personalised products are generally not eligible for return unless faulty.

 

2. Non-Refundable Items

Refunds are not available for:

  • Custom-made or printed packaging
  • Incorrect orders placed by the customer
  • Change of mind after dispatch
  • Clearance items (unless faulty)
  • Found cheaper alternatives elsewhere
  • Damage due to misuse of the item
  • Delayed delivery by courier partners

 

3. How to Initiate a Return 

To start a return:

  1. Contact us at:
    Email: info@neonpackaging.com.au
    Phone: 1300 531 930

  2. Provide your order number, reason for return, photos and videos if the item is damaged or incorrect.

  3. We will provide you with a return authorization and instructions.

Returns must be sent to the address provided in your return authorization. You are responsible for return postage unless the item is defective or we made an error.


4. Return Timeframe

You must ship the item back to us within 14 days after return authorization. If we do not receive the item within that window, your return may be refused.

 

 

5. Return Shipping & Fees

  • Customer return fees: You are responsible for return shipping costs unless the item is defective or we shipped the wrong product.

  • We recommend tracking your return shipment — we are not responsible for lost packages.

 

6. Refund Process

Once we receive and inspect your return:

  • Approved refunds are processed within 7–10 business days.

  • Refunds are issued to the original method of payment.

  • Shipping costs are not refundable unless required by law or due to our error.

You will be notified by email when your return has been processed.

 

7. Exchanges

If you need a replacement item:

  • Contact us first to confirm availability.

  • Exchanges follow the same process as returns — send back the original item, then place a new order (or we can help you with this).

 

8. Returns for Faulty or Damaged Items

If your item arrives faulty, damaged, or not as described:

  • Contact us within 7 days of delivery.

  • Provide photos & videos of the damage or defect.

  • We will cover return shipping and supply a replacement or refund.

 

9. Consumer Rights

NEON eCommerce Packaging adheres to the Competition and Consumer Act 2010 and provides exchanges and returns as required under this legislation.

If an order is cancelled prior to dispatch, a 20% administration and processing fee applies, and store credit will be issued.

No refunds can be issued for custom‑printed or custom‑manufactured orders, as these items are produced specifically for each customer.

 

If you have any questions about our return or refund policy, please fill out the form on the contact us page.