Return Policy

This Return policy should be read in conjunction with our TERMS OF USE


Custom made products

Our products offered are custom made products, which are individually handmade for you after your purchase. As we offer a wide range of colours and sizes your order is part based on information specific to each individual customer thus have little resell value. As a result, we will NOT ACCEPT the return of such products unless there are incorrect handlings from our side.  In such case, please make your claim within 30 days of receiving your products by emailing us at: and attach the photos of products as well as proof of purchase. 


Sale items

Sale items are final and can be returned only if there are quality issues.

To complete your return, we require a receipt or proof of purchase. Please email with your order # as subject and we provide instructions for how to return different items.

There are certain situations where only partial refunds are granted: Book with obvious signs of use

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 30 days after delivery


Cancellations can be made only if orders are not processed. Please email our customer at to verify whether your order(s) is eligible for cancellation   


NEPTN orders are usually NON-REFUNDABLE due to the nature of customized items, which don't have any resell value. Customer who wants to cancel the order at any point of time after the order is placed is subject to the following cancellation fee schedule. 

Order Status Cancellation Fee
Initial production is In-Process 30%
Initial production Completed* 60%
Shipping is prepared 85%
Shipped 100%

For standard items we agree to be returned, once the return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. It usually takes about 10 business days for processing the refund after receiving the returned items. We will send you an email once a refund is processed. Normally we will follow the cancellation fee schedule below for refund

Below is the schedule for cancellation fee based on order status.

Please note the cancellation fee % is based on the total paid value on our website. Any coupon value paid via 3rd Party promotion sites is nonrefundable once the order is placed.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at


The same terms and conditions (as described above) for Return apply here to Exchange Policy.


You will be responsible for paying for your own shipping costs for returning or exchanging your item if the reasons for return or exchange are not because of product quality. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item


If customers receive defective items due to shipping or manufacturing issue, we will be providing replacement items free of charge as long as the customer can show proofs that the items are defective when they receive them.