After you make a purchase, an order confirmation email will be sent automatically. Please check your Spam/Junk Mail folder or contact our Customer Service if you have not received a Confirmation email.

Some issues may occur while shopping with us. We are always available and glad to hear your concerns and develop suitable solutions. However, we need to ensure that your item(s) will be eligible for cancellation, modification, replacement, return or refund; so please go through the following conditions:

Order Returns:

We cannot resell, reuse, or donate our products because they are tailored for each brand of customer. As a result, we are unable to provide a return.

Order Replacement/Refund:

Please note that you must contact us within 7 days after the arrival of your items (as shown by the courier tracking system). After 7 days, it is invalid to request order replacements or refunds. The detailed scenarios are as follows:

Poor Quality.

Items are significantly different from the design you approved or as shown on our websites.

Defective/ Incorrect Order:

  1. Delivery damage:

Once the packages have been shipped, a third party (the courier) may cause delivery damage. In this case, we can only offer refunds if you select shipping insurance.

  1. Wrong Items:

We will issue a free replacement for items that do not match your order.

Order not received:

  • We will refund or replace your order if it has not been delivered within 60 days.
  • This policy excluded customers’ mistakes when providing incorrect shipping details and missed parcel deliveries.

Sale items (if applicable)

Only regular-priced items may be refunded or replaced. Unfortunately, sale items cannot be refunded or replaced.

Failure to Deliver or Return to Sender:

  1. Incorrect address:
  • We allow order modifications within 24 hours of email confirmation. Please kindly have a thorough review of the shipping information included in the email. We will not resend or issue a refund if the courier cannot deliver due to an incorrect or insufficient address.
  • If you still want to resend your package with a newly corrected address, we’ll charge up to 50% of your order value.
  1. The customer refuses to sign the order.
  • In this case, we will assume that the buyers don’t want the item anymore, which we cannot honor. Glow Neon strives to offer great value to our customers, so time is the most crucial element. For example, if a customer places an order, an allocation of our resources (system, staff, courier, etc.) will be made to bring the best experience to this customer’s shopping journey at Glow Neon. If this customer cancels the item, all of our preparation time will be in vain. We don’t blame the customer, but it will affect other valuable customers who expect their orders as soon as possible. Legal-wise, once one submits an order, one will enter into a legal contract with the seller to purchase all the items in the order. Therefore, we cannot offer returns or refunds; only replacements with an additional fee are acceptable.
  1.  Returned-to-sender orders:
  • Please contact your local post office first to arrange delivery for returned-to-sender orders.
  • Next, please provide us with any response from your local post office via support@glowneonstore.com. This step will enable us to track the packages and find better ways to assist with your order.
  1. PO Boxes or front-door mailboxes:
  • We’re not responsible for lost packages sent to PO Boxes or front-door mailboxes.
  1. Reshipping the packages:
  • If a package is returned to the Sender by the courier, we’ll reship it to you for free once.
  • If you don’t want us to resend the package, we’ll refund and keep 35% as a handling fee.

Force Majeure:

  • We cannot refund packages delayed by natural disasters, pandemics, etc.
  • Please be patient while waiting for the delivery (10–14 business days). If you haven’t received your order, we will issue a refund.


Please take the following actions to start a replacement, refund, or return within 7 days, if you believe your order situation qualifies for us to provide an appropriate solution:

1. Take a photo/video of the product along with a photo of the QR code/Cover Package lying on a flat surface with good lighting. Please keep in mind that you must show it as clearly as possible to prove that the item is eligible for a replacement, refund, or return.

2. Please email us at support@glowneonstore.com stating why you would like a replacement/refund and attaching the photo you took in step one. Of course, any other relevant information will be helpful.

We’ll get back to you within 36 hours with a confirmation of your request. If the information you provided is not clear enough, we will ask for further clarification. Please respond within 7 business days. Otherwise, we will have to close your case due to insufficient evidence.

If your request is accepted, there are three types of approval:

  1. Replacement approval: we will ship a new item at our own expense to you by standard shipping method. The tracking code will be emailed to you as soon as it is available. Please allow 1-2 weeks for the replaced items to arrive at your door. 
  2. Refund approval: we will immediately issue a refund back to your original method of payment. Please allow 3–5 business days for this amount to be reflected in your account.


Please understand that we issue a refund immediately after the approval; therefore, the money leaves our account at that moment.

Kindly check your bank account one more time.

If you have not received the refund, contact your credit card company. It may take some time for verification from their side.

Then, contact your bank to check for this amount. Like the credit card company, they would have some processing time before the amount was reflected. In our experience, some credit card companies could take up to 30 days to proceed with the amount.

If you have done everything above and still do not have any results, don’t hesitate to contact us at support@glowneonstore.com

We reserve the right to modify this policy at any time to prevent fraud or other potentially damaging activities that exploit our policy to harm our customers or our business.