Exchange & Return Policy

 

At Neo Hyphen, we want you to be stoked with your purchase, but we also understand that sometimes things don’t work out. Here's everything you need to know.

Important Details About Exchanges, Returns and Refunds

We want to ensure your experience with us is smooth, so please read through our returns policy carefully.

Strictly No Refunds on Sale Items

Sale items are final and non-refundable. Please note, using a discount code does not count as a sale item, only products that are marked down on the site will fall under this policy.

Return Conditions

If you need to return an item, it must be clean, unworn, unwashed, and unused. We also require that all original packaging, labels, and tags remain intact. To maintain the integrity of the product, please ensure it’s in perfect condition before sending it back. We reserve the right to deny any exchange or refund if the garment does not meet the above conditions.

Exchange Policy

If you'd like to exchange your item, get in touch with us within 7 days of receiving your parcel. You’ll need an authorisation number from Neo Hyphen before proceeding with the exchange.

Quality Check Process

Every piece of apparel we ship undergoes a double quality check to ensure it meets our high standards before it leaves the warehouse. We want you to receive gear that’s top-notch, but we’re not liable for any damages once the item has been received and worn.

Shipping Costs for Returns and Exchanges

The customer is responsible for all shipping charges related to returns and exchanges. Please note that shipping and handling charges are non-refundable unless the mistake was made by us (e.g. sending the wrong item). If this happens, we’ll cover the shipping costs for the return.

Product Appearance and Colour Variations

Please note that images of products on the website may vary slightly in colour or appearance from the actual item. This could be due to lighting, monitor settings or slight variations in product batches. Neo Hyphen will not grant returns or refunds based on slight colour differences.