Refund policy
Last updated: 03/06/2026
Thank you for shopping with Neylon. We want you to be happy with your order, so please read this Return & Refund Policy carefully before making a purchase.
This policy applies to eligible purchases made through neylon.store, unless an item is clearly marked as non-returnable, clearance, final sale, custom, or personalised.
Returns
We accept return requests within 14 days of delivery.
To be eligible for a return, your item must be:
- In new or slightly used condition
- Uninstalled, undamaged, and in good condition
- In its original packaging, where possible
- In a clean and resalable condition
- Accompanied by proof of purchase
“Slightly used” means the item may have been opened, handled, assembled, or tested briefly, but must not show signs of damage, heavy use, wear, stains, modification, or installation damage.
We reserve the right to refuse returns that are damaged, heavily used, incomplete, altered, or not in resalable condition.
How to Start a Return
To start a return, please contact us at:
Email: team@neylon.store
Phone: +61 0499 053 358
Please include:
- Your order number
- The item you would like to return
- The reason for the return
- Photos or videos if the item is damaged, defective, or incorrect
Please do not send any items back before contacting us. Items sent back without first requesting a return will not be accepted.
If your return is approved, we will provide return instructions and the correct return address. The return address may be different from our business address.
Change of Mind Returns
We accept change-of-mind returns within 14 days of delivery, provided the item is in new or slightly used condition, undamaged, and in a clean, resalable state.
For change-of-mind returns, the customer is responsible for return shipping costs.
Original shipping costs, if any, are non-refundable unless the return is due to a damaged, defective, incorrect, or confirmed lost item.
We do not charge a restocking fee for approved returns.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives and contact us as soon as possible if the item is damaged, defective, or incorrect.
Where possible, please contact us within 3 days of delivery so we can review the issue quickly.
To report a damaged, defective, or incorrect item, please contact us at team@neylon.store or +61 0499 053 358 with:
- Your order number
- A description of the issue
- Clear photos or videos showing the problem
- Photos of the packaging, where relevant
If the item is confirmed to be damaged, defective, or incorrect, Neylon will offer a suitable resolution, which may include a replacement, refund, or return shipping support where appropriate.
For confirmed damaged, defective, or incorrect items, Neylon will cover the cost of return shipping where a return is required.
Return Shipping Costs
Return shipping costs depend on the reason for the return.
For change-of-mind returns, the customer is responsible for the return shipping cost.
For damaged, defective, incorrect, or confirmed issue-related returns, Neylon will cover the return shipping cost where a return is required.
We recommend using a trackable shipping method when sending items back to us. Neylon is not responsible for return packages that are lost, delayed, or delivered to the wrong address because the customer used an incorrect address or non-trackable shipping method.
Lost, Delayed, or Never Arrived Orders
If your order is significantly delayed, your tracking has not updated for an extended period, or your order has not arrived, please contact us with your order number.
We will investigate the issue with the relevant carrier, supplier, fulfilment partner, or logistics provider.
If your order is confirmed lost or cannot be delivered after investigation, we will offer a suitable resolution, which may include a replacement or refund.
Non-Returnable Items
We do not accept returns for:
- Heavily used items
- Items damaged by the customer
- Items that have been altered, modified, or misused
- Items not in clean or resalable condition
- Items returned without approval
- Clearance or final sale items
- Gift cards
- Custom or personalised items, if applicable
Clearance or final sale items will be clearly stated as such at the time of purchase.
This does not limit any rights you may have under Australian Consumer Law if an item is faulty, damaged, unsafe, or not as described.
Exchanges
We do not offer direct exchanges.
The fastest way to receive a different item, size, colour, or variant is to return the original item first. Once your return is approved and processed, you can place a new order for the item you want.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Please remember that your bank, card provider, or payment provider may take additional time to process and make the funds available in your account.
If more than 15 business days have passed since your refund was approved, please contact us at team@neylon.store.
Original shipping costs, if any, are non-refundable unless the return is due to a damaged, defective, incorrect, or confirmed lost item.
Order Cancellations
If you need to cancel an order, please contact us at team@neylon.store or +61 0499 053 358 within 12 hours of purchase.
We will do our best to cancel the order before it is processed or shipped.
Once an order has been processed, packed, or shipped, it may no longer be possible to cancel or modify the order. If your order has already shipped, you may request a return after receiving the item, subject to this policy.
Australian Consumer Law
Our products come with rights and guarantees under Australian Consumer Law.
Nothing in this policy is intended to limit, remove, or replace any rights you may have under Australian Consumer Law or other applicable consumer protection laws.
If a product is faulty, damaged, unsafe, not as described, or does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or other remedy.
Contact Us
For return, refund, cancellation, or order enquiries, please contact us at:
Business Name: Neylon
Website: neylon.store
Email: team@neylon.store
Phone: +61 0499 053 358
Address: 8 Bateman Street, Mosman Park, Western Australia 6012, Australia
ABN: 65 985 952 594