At Neon Dubai, customer satisfaction is our top priority. We understand that sometimes you may need to cancel, return, or request a replacement for your order. Please read our policy below carefully to understand your rights and obligations.

1. Return Policy

We accept returns under the following conditions:

• The item is unused, undamaged, and in its original packaging

• The return request is initiated within [7] days from the date of delivery

• The product is not customized or made-to-order

Items Not Eligible for Return:

• Customized or personalized products

• Items marked as "Final Sale" or "Non-returnable"

• Used, worn, or damaged products (unless received that way)

To initiate a return, please contact our support team at ammar.yousaf@igraphics.ae with your order number, reason for return, and photographs if applicable.

Refunds will be done only through the Original Mode of Payment.

2. Replacement Policy

We offer a replacement if:

• The product received is defective, damaged, or incorrect

• The replacement request is raised within 48 hours of delivery

• Proof of damage/defect is provided via photo or video evidence

Once the claim is verified, we will arrange for a replacement to be delivered at no additional cost.

3. Cancellation Policy

Before Shipping:

Orders can be canceled free of charge if the cancellation request is made before the order is processed or shipped. Please contact us as soon as possible to request cancellation.

After Shipping:

Once the order is shipped, it cannot be canceled. However, you may initiate a return once the item is delivered, as per our Return Policy.

Customized Orders:

Cancellation is not allowed for customized or made-to-order products once production has started.

4. How to Request a Return, Cancellation, or Replacement

• Email: ammar.yousaf@igraphics.ae 

• Subject: Order #[Your Order ID] – Return/Replacement/Cancellation Request

• Include: Reason for the request and supporting documents (images, if any)

Our team will respond within 1–2 business days with next steps.

5. Important Notes

• We reserve the right to reject any return or replacement request that does not meet the above conditions.

• Shipping charges (if any) are non-refundable unless the return is due to an error on our part.

• Customer is responsible for safely packing the item for return. We recommend using a trackable shipping service.

6. Contact Us

If you have any questions about your order or this policy, please feel free to contact us:

Email: ammar.yousaf@igraphics.ae
Phone: +971 6 544 1110
Address: Y22, Al Warsan First, Dubai - UAE