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JANELE NÉON
RETURNS & REFUNDS
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We want you to love your JANELE NÉON piece.
Because our garments are carefully selected, developed, and prepared for each customer, we ask that you review the product description, size guide, and fit information before placing your order.
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ELIGIBILITY FOR RETURNS
Eligible items may be returned within 15 days of delivery, provided that they are:
• unworn and unused;
• in their original condition;
• free from stains, makeup, perfume, odours, or other signs of wear;
• returned with all original tags and labels attached; and
• returned in their original packaging where applicable.
Items that do not meet these conditions may not be accepted for return.
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ITEMS THAT CANNOT BE RETURNED
For hygiene, production, and design reasons, certain items may not be eligible for return, including:
• personalised pieces;
• made-to-measure garments;
• customised garments;
• pieces that have been altered after delivery;
• items marked as Final Sale or Non-Returnable at the time of purchase; and
• garments that have been worn, washed, damaged, or otherwise altered after delivery.
Where applicable law provides a mandatory right that cannot be excluded, that right will continue to apply.
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HOW TO REQUEST A RETURN
To request a return, contact us at: support@janele-neon.com
Please include:
• your order number;
• the item(s) you wish to return;
• the reason for the return; and
• photographs where necessary to help us assess the request.
Please wait for return instructions before sending an item back.
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RETURN SHIPPING
• Unless otherwise required by applicable law, the customer is responsible for the cost of returning an item.
• We recommend using a tracked shipping service and keeping your proof of postage until your return has been received and processed.
• JANELE NÉON is not responsible for returns that are lost or damaged while being sent back to us.
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EXCHANGES
• If you would like to exchange an item for another size, please contact us as soon as possible.
• Exchanges are subject to availability.
• If the requested size or replacement item is unavailable, we may offer a refund or another appropriate solution.
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WRONG ITEM OR DAMAGED ITEM
• If you receive an item that is damaged, defective, or different from the item you ordered, please contact us as soon as possible.
• Please include your order number and photographs of the item and packaging so that we can assess the issue and determine the appropriate resolution.
• Where the issue is confirmed to be attributable to JANELE NÉON, we will provide the appropriate remedy in accordance with applicable law.
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REFUNDS
• Once your return has been received and approved, we will process your refund using the original payment method where practicable.
• The time it takes for the refund to appear in your account may depend on your payment provider or financial institution.
• Where a refund is required by applicable law, it will be processed within the applicable legal timeframe.
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CUSTOMS, DUTIES & RETURN COSTS
For international orders, customs duties, taxes, and other import charges may apply.
Where a customer voluntarily returns an item, any customs, duties, taxes, or return-shipping charges incurred in sending the item back may be the customer’s responsibility unless applicable law provides otherwise.
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SALE & FINAL-SALE ITEMS
Items identified as Final Sale or Non-Returnable will be clearly identified on the product page before purchase.
Final-sale restrictions do not remove any mandatory rights that apply under applicable law.
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MADE-TO-ORDER & CUSTOM PIECES
Certain JANELE NÉON pieces may be produced specifically for you.
Because these pieces may be created according to individual specifications, they may have different cancellation and return conditions. Any applicable restrictions will be communicated before purchase.
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FIT & SIZE
Choosing the correct size is the customer’s responsibility.
Please consult our Size Guide before ordering and review any product-specific fit information provided on the product page.
A garment that fits differently from your personal preference is not necessarily considered defective where the correct size and product were supplied.
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QUESTIONS ABOUT A RETURN?
We’re here to help.
Email: support@janele-neon.com
Returns & Exchanges Policy
At JANELE Neon, each item is designed with power, softness, and quality in mind. Due to the limited nature of our capsule
collections and the exclusive craftsmanship behind each piece, we have the following policy:
Eligibility for Returns
• We accept returns only for items that are damaged or defective upon arrival.
• A return request must be submitted within 7 days of receiving your item.
Non-Returnable Items
• Due to hygiene and quality control, all sales are final for the following:
• Worn or washed garments
• Custom or limited-edition pieces
• Digital products (e-books, downloads, workbooks)
• Sale or discounted items
Exchange Policy
• Exchanges may be offered if your original item is defective and a replacement is available.
• We do not offer size exchanges at this time due to our small-batch production.
How to Request a Return or Exchange
1. Email support@janeleofficial.com with:
• Order number
• Reason for return or exchange
• Clear photos of any damage or defect
2. Await return authorization before sending any item back.
3. Once approved, items must be returned in original packaging, unworn, unwashed, and with tags intact.
Refunds
• Approved refunds will be processed back to your original payment method within 5–10 business days.
• JANELE Neon reserves the right to reject any returns that do not comply with this policy.⸻
Shipping & Responsibility
• Customers are responsible for return shipping costs unless the item arrived damaged.
• We are not responsible for lost or stolen returns during transit. Please retain proof of shipment.
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Thank you for shopping JANELE Neon
We design with your power in mind—and appreciate your trust in our fashion and brand mission.
