Shipping Policy
1. General Shipping Information
Neonwale, powered by Cinevalley, offers free standard shipping on all orders. Typically, orders are dispatched within 5-6 business days (Monday-Friday, 9am-6pm IST). Please be aware that delivery times can vary depending on your location and the size of your order. Certain products can be shipped within 2 days also, depending upon the order.
Due to the custom and handcrafted nature of our products, there may be occasional delays in dispatch. We appreciate your patience and understanding as we strive to deliver your items as quickly as possible.
2. Delivery Schedule
2.1 Domestic Shipments:
Domestic orders generally arrive within 6-8 business days.
2.2 International Shipments:
International orders usually take 8-25 days in transit. The delivery time may vary based on the selected courier. For international shipping details, please visit www.neonwale.in
2.3 Dispatch Timing:
Orders are normally dispatched within 5-6 business days. Our warehouse operates Monday through Friday during standard business hours, excluding national holidays.
2.4 Delivery Delays:
If your delivery exceeds the expected time frame, please contact us for an investigation.
3. Address Modifications and Shipping Restrictions
3.1 Changing Delivery Address:
You may request an address change at any time before your order is dispatched.
3.2 P.O. Box Deliveries:
We ship to P.O. box addresses using postal services only, and cannot use courier services for these locations.
3.3 Military Addresses:
We can ship to military addresses using USPS, but not through courier services.
4. Shipping Costs
We provide free shipping on all standard orders.
5. Tracking and Notifications
After dispatch, you will receive a tracking link to monitor your shipment’s progress with the latest updates from the shipping provider.
6. Returns and Refunds
Change of Mind:Custom-Made Products
All our products are custom-made and manufactured to order with careful attention to detail. Due to the personalized nature of these items, we do not offer refunds or accept returns for custom order products. We appreciate your understanding and cooperation in this matter.
Damaged Goods:
In the unfortunate event that your goods arrive damaged, we kindly request that you notify both the delivery agent and us within 24 hours in writing. Please include photographic and video evidence of the damage to the goods and associated packaging for verification. Failure to comply with this request and timeframe will void the seller's obligation.
If you receive a damaged product, the company will replace it. If a replacement is not possible or if the customer prefers not to get a replacement, a refund in the form of store credit may be issued for future purchases. This refund will exclude any shipping fees.
Ready-to-Ship Products:
We understand that sometimes a product might not meet your expectations. For ready-to-ship products, we accept returns under the following conditions:
Returns must be initiated within 14 days of receiving the product.
The product must be unused, in its original condition, and with all original packaging and tags intact.
Returns will be processed as store credit, which can be used within six months of the initial purchase.
The customer is responsible for return shipping costs and arranging their own shipping.
Please notify us in writing within 24 hours of receiving the product if you wish to return it, and include a reason for the return. E-mail- returns@neonwale.in
Inspection and Notification:
Upon delivery, we encourage you to inspect the goods promptly. If you discover any alleged defects, shortages in quantity, or damage, please notify us in writing within 24 hours. Your prompt communication allows us to address any concerns and ensure your satisfaction. Please note that failure to notify us within this timeframe will be interpreted as confirmation that the product has been received in perfect condition. Complaints received after this period cannot be entertained.
Variations in Handcrafted Goods:
Neon signs may have small adhesive marks (glue) due to their handcrafted nature. These marks are typically not visible when the neon sign is turned on and are a normal part of the production process. These small marks occur because clear acrylic sheets are often used as the base.These marks, however, do not affect the overall appearance or function of the sign when illuminated, ensuring that your neon sign will glow as stunningly as you envisioned.
Our handcrafted products may exhibit variations and slight discolouration, adding to their unique charm. Colour variations can also occur due to differences in computer screen and printer calibration. We want you to be aware of these characteristics and appreciate your acceptance of the inherent beauty of our handmade creations.
Technical Support:
For any technical issues or inquiries, our friendly customer support team is here to assist you. Please don't hesitate to reach out if you require assistance with your order.
Customer Responsibility for Return Shipping:
The customer must cover the cost of return shipping and arrange their own shipping.
Non-Returnable Products:
Custom-made products.
Products altered according to the customer's specifications or measurements.
Products bought during sales or promotions.
Products identified or marked as non-returnable or non-exchangeable at the time of purchase.
6.2 Warranty Claims:
Customers must pre-pay return shipping for warranty claims. Once we receive the items, we will process the warranty claim within 7 days. Depending on the situation, we will send a replacement or repair the item.
7. Damages and Insurance
7.1 In-Transit Damage:
If a parcel arrives damaged, please reject it and contact our customer service. If you receive the parcel when you are not present, contact us for further instructions.
7.2 Lost Parcels:
We will issue a refund or replacement once the courier confirms the parcel is lost after their investigation.
All parcels are insured for loss and damage up to the value stated by the courier.
8. Duties and Taxes
8.1 Sales Tax:
Sales tax is included in the price of the goods as displayed on our website.
8.2 Import Duties and Taxes:
For international orders, import duties and taxes may apply. These costs are pre-calculated and displayed at checkout, giving you the option to pre-pay or pay upon arrival in your destination country. Pre-paying can expedite delivery by minimizing customs delays. If you refuse to pay duties and taxes, the goods will be returned to us at your expense, and you will be refunded for the goods minus return shipping costs. Initial shipping costs will not be refunded.
9. Cancellations
Once an order is placed, it cannot be canceled or exchanged.
10. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
10.1 Process for Parcel Damaged In-Transit:
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
10.2 Process for Parcel Lost In-Transit:
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
11. Order Confirmation
11.1 Order Confirmation Email:
After placing an order, customers will receive an email confirmation. This email will include details about the order, such as items purchased, order number, and shipping address.
12. Handling Times
12.1 Order Processing:
Orders are processed within 24-48 hours after receipt. This includes verifying the order, preparing the items, and packaging them for shipment.
13. Custom Orders
13.1 Customisation Period:
Custom and handcrafted orders may require additional time for creation and processing. Customers will be notified of any significant delays.
14. Unsuccessful Deliveries
14.1 Missed Delivery Attempts:
If a delivery attempt is unsuccessful, the courier may leave a notice and attempt a redelivery. It is the customer's responsibility to arrange for redelivery or pick-up from the courier service.
15. Environmental Commitment
15.1 Sustainable Packaging:
Neonwale is committed to sustainability. We attempt to use eco-friendly and recyclable packaging materials to minimise our environmental impact.
16. Privacy Policy
16.1 Customer Information:
We respect your privacy and ensure that all personal information is handled in accordance with our privacy policy. Customer details are used only for order processing and communication purposes.
17. Feedback and Complaints
17.1 Customer Feedback:
We value customer feedback and are committed to improving our services. If you have any suggestions or complaints, please contact us at info@neonwale.com.
18. Customer Support
For any inquiries, please contact us at info@neonwale.in