Refund policy
REFUND POLICY — NEONTORQUE
90-Day Return Policy We offer a 90-day return window, giving you 90 days after receiving your order to request a return.
To qualify for a return, your item must be in the same condition you received it: unused, undamaged, with all accessories included, and in its original packaging. You will also need a receipt or proof of purchase.
To start a return, contact us at infoneontorque@gmail.com
If your return is approved, we will send you a prepaid return label and full instructions. Items returned without prior authorization will not be accepted.
For any return-related questions, reach us at infoneontorque@gmail.com
Damages, Defects & Incorrect Items Please inspect your order upon arrival. If your item is defective, damaged, or you received the wrong item, contact us immediately with photos so we can evaluate the issue and make it right.
We will offer:
- A replacement
- Or a full refund, depending on your preference
Packages Marked as Delivered but Not Received If your tracking shows delivered but you have not received your package:
- Wait 48 hours, as carriers sometimes scan early
- Check with neighbors and shared delivery points
- Contact your local carrier office
If the package still does not appear, contact us and we will assist you with a resolution.
Lost or Delayed Orders If your package is delayed due to the carrier or weather conditions, we will track and monitor the shipment for you. If the package is officially declared lost, we will issue a replacement or refund.
NeonTorque is not responsible for delays caused by carriers, customs, or natural conditions, but we always ensure that you receive your order.
Exceptions — Non-Returnable Items We do not accept returns for:
- Discounted or sale items
- Gift cards
- Items that have been used or damaged by the customer
If you are unsure whether your item is eligible, contact us before initiating a return.
Exchanges The fastest way to make an exchange is to return your item. Once your return is accepted, you can place a new order for the item you want.
European Union — 14-Day Cooling Off Period If your order is delivered within the EU, you have the right to cancel or return your order within 14 days for any reason. The item must be in the same condition as received: unused, with all accessories, and in its original packaging. Proof of purchase is required.
Refunds We will notify you once your return is received and inspected. If approved, a refund will be issued to your original payment method within 10 business days.
Please note that your bank or card issuer may take additional time to process the refund. If more than 15 business days have passed since your refund was approved, contact us at infoneontorque@gmail.com
NeonTorque Guarantees
✔ 90-Day Satisfaction Guarantee If you are not fully satisfied with your NeonTorque experience, contact us and we will make it right.
✔ Quality Assurance Every NeonTorque product is tested for performance and build quality before shipping.
✔ Customer Support We respond to every inquiry within 24 to 48 hours.
Holiday Shipping Notice Due to the holiday season and increased demand, shipping times may take up to 30 days to arrive at your address. This is not the standard experience, but we want to be transparent about it.
Delivery before Christmas is not guaranteed. By placing an order during this period, you acknowledge that shipping delays caused by holidays, carriers, or customs are outside of our control. Orders that arrive after Christmas are not eligible for refunds based solely on delivery timing.
We appreciate your patience during this busy season.
Questions? 📩 infoneontorque@gmail.com