Refund policy

Returns & Refunds

We offer a 30-day return window, meaning you have 30 days from the date your order is delivered to request a return.

To be eligible, items must be in the same condition as received—unworn, unused, and in their original packaging. Proof of purchase is required.

To begin a return, please contact us at care@neosaints.co

If your return is approved, you’ll have two options:

  • Return the item for a full refund
    You’ll be responsible for the return shipping cost, which typically ranges between $10–$12 USD, depending on location.

  • Keep the item and receive a 50% refund
    This option allows you to keep your piece while still receiving a partial refund—no return required.

Once approved, we’ll send you clear instructions on how and where to send your return. Please note that items sent back without prior approval will not be accepted.

If you have any questions at all, our team is always here to help at care@neosaints.co.

Personalised & Engraved Products Policy
We offer personalised and engraved jewellery that is made to order with care. This includes all custom necklaces and bracelets.

The production timeframe for personalised items is clearly stated on each product page and is typically around 3-5 business days before dispatch.

Because these items are custom-made, personalised and engraved products are non-returnable and non-refundable. Once an order has been placed, cancellations, returns, or refunds are not available if you change your mind.

Additionally, if you are unhappy with the font, sizing, engraving style, or custom text chosen, we cannot offer a refund. It is the customer’s responsibility to review all font options, spelling, and customization details shown on the product page before placing an order.

 

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.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

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


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


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.


Refunds
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 care@neosaints.co.