Refund policy

Safety and Intended Use:

Products are intended for fashion, cosplay, and costume use only. Customers are responsible for ensuring proper and safe wear. Neon Tokyo Vault is not liable for misuse or improper handling of products.

Care Instructions:

Customers are responsible for following the care instructions provided with each item. Neon Tokyo Vault is not responsible for damage caused by improper washing, drying, styling, heat use, or handling.

Refunds

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.
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 ninjawylie@gmail.com.

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 neontokyovault@gmail.com.
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.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item received was damaged, defective, or incorrect. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item without tracking information.

For international returns, please contact us at neontokyovault@gmail.com before shipping to discuss the most cost-effective return method, as international return shipping can be expensive.

Return Address

Once your return is approved, we will provide you with the appropriate return address. Please note that due to our fulfillment network, the return address may differ from the original shipping origin. Do not send returns without first contacting us for authorization and the correct return address.

Restocking Fee

A 15% restocking fee may apply to returns that are not due to our error (such as wrong item sent, defective, or damaged products). This fee covers processing and handling costs associated with returns.

Refund Timeline Once you ship your return, please allow:

7-15 business days for the package to reach our facility
3-5 business days for inspection after receipt
10 business days for refund processing to your original payment method
Additional 3-7 business days for your bank to process the refund

Total refund timeline may be 3-5 weeks from when you ship the return.

Exchanges:

We do not offer direct exchanges at this time. If you need a different size, color, or item, please return the original item for a refund and place a new order for the item you prefer.

Exceptions / non-returnable items:

Certain types of items cannot be returned, like perishable goods such as wigs, swimsuits or heavily worn items, custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

For hygiene and safety reasons, all wigs and swimsuits are final sale and non-returnable, including lace-front wigs, styled wigs, and cosplay wigs. All swimsuits including bikinis, one piece, cosplay and camis.
Once a wig or a swimsuit has been shipped, it cannot be returned, exchanged, or refunded under any circumstances unless it arrives damaged or incorrect.

We strongly recommend reviewing all product details, photos, and specifications carefully before purchasing wigs and swimsuits.

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

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.

Quality Standards:

All products are inspected prior to shipping. Minor imperfections such as loose threads, slight print placement differences, or minimal cosmetic variations may occur and are considered part of the normal production process, not defects.

Sizing Charts:

Sizing charts are provided on each product page for reference. Customers are responsible for selecting the correct size before purchasing. Neon Tokyo Vault is not liable for fit issues due to incorrect sizing selections.

Some items may feature oversized, fitted, or stylized cuts inspired by anime, cosplay, and streetwear fashion.

Pricing and Promotions:

Prices are listed in the applicable currency and may change without notice. Sales, discounts, and promotional offers are time-limited and cannot be applied retroactively unless explicitly stated.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

Policy Updates:

Neon Tokyo Vault reserves the right to update or modify this Product Policy at any time. Changes take effect immediately upon posting.

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Refund policy