1. DESTINATIONS & REGULATORY RESTRICTIONS

NEO-NE STUDIOS LIMITED offers worldwide shipping via Registered Air Mail.

Please note that international delivery is subject to destination-specific customs regulations and import restrictions (for example, regional limitations on specific accessories entering the European Union). Because these structural laws vary by country, certain disruptions, compliance reviews, or localized shipping restrictions may cause unforeseen adjustments to availability or delivery timelines.

2. DUTIES, IMPORT TAXES, & VAT

All international shipments originate from our workshop infrastructure in Hong Kong.

Customer Responsibility: All customs duties, local sales taxes, Value Added Tax (VAT), Goods and Services Tax (GST), or any regional import clearance fees levied by the destination country are the sole financial responsibility of the customer.

Payment & Release: These fees are not calculated or collected at our digital checkout interface; they are charged locally by your government’s customs authorities. Failure to settle these dues may result in the carrier holding or abandoning the shipment. NEO-NE STUDIOS LIMITED will not issue refunds for packages refused due to unpaid customs duties.

3. ESTIMATED DELIVERY TIMELINES

If the selected items are currently held in stock, the expected delivery windows for standard Registered Air Mail are as follows:

Hong Kong: 2 working days

Asia: 5–7 working days

Rest of the World: 8–14 working days

Note: Deliveries are executed on working days only. Compliance checks or international customs clearance procedures may expand these baseline timelines.

4. SHIPPING COSTS

All transit costs are dynamically calculated based on shipment weight and geographic destination at the final digital checkout interface.

RETURNS & CLAIMS POLICY

1. ELIGIBILITY & DEFECT CLAIMS

If a delivered product arrives physically damaged, defective, or does not correspond with the structural specifications presented on neo-ne.com, you possess the right to file a formal product claim.

2. FILING TIME FRAME

To initiate a claim, you must contact the studio directly at neon@neo-ne.com within 14 days of having documented receipt of the merchandise.

To expedite processing, validation, and administrative evaluation, please attach clear photographic evidence illustrating the specific structural damage, defect, or discrepancy within your initial email.

3. LIABILITY & FEES FOR TRANSIT

Cost Responsibility: Customers remain fully responsible for all logistic fees, postal tariffs, and administrative costs involved in returning items to the studio.

Risk of Loss: Return packages remain the exclusive legal responsibility of the customer until the physical shipment is officially logged and received by Neo-Ne. We highly recommend utilizing tracked shipping methods.

Tax/Duty Refunds: NEO-NE STUDIOS LIMITED cannot refund any duties or taxes paid locally by the customer to foreign customs authorities upon original delivery.

4. RETURN DESPATCH ADDRESS

All authorized returns must be safely packed and shipped to our official industrial workshop infrastructure:

NEO-NE STUDIOS LIMITED

Workshop F46, 16/F, Wah Lok Industrial Centre,
Nos. 31-35 Shan Mei Street, Shatin, N.T.,
Hong Kong

5. EVALUATION AND PROCESSING

Exchanges, refunds, or studio credits will only be initiated upon the physical receipt and manual verification of the returned merchandise.

Following our internal quality evaluation process, an official acknowledgement of receipt will be transmitted to you electronically. This assessment document will declare the final outcome and state whether the item is officially eligible for a product exchange, financial refund, or studio credit note.