Neon Cowboys Return & Exchange Policy

Return Policy

At Neon Cowboys, we stand behind the quality of our products and want you to love your purchase.

If for any reason you're not satisfied, we offer the following return options:

Return Eligibility

We accept returns for both defective and non-defective products within 14 days of delivery.

To qualify:

Items must be in original condition and packaging
Products must not show signs of wear, damage, washing, or alteration beyond trying them on
All tags, LED components, batteries, and accessories must be included
Pre-order items are not eligible for refunds (see Pre-Order Policy below)

Orders over $1,000 are not eligible for refunds once shipped.

Pre-Order Policy

Pre-order items are limited production pieces manufactured in specific runs.

Payment for a pre-order reserves your item and contributes directly to production. For this reason, pre-order purchases are non-refundable once production begins.

Delivery dates listed on product pages are estimated ship windows only.

Production timelines may shift due to:

Manufacturing processes
Supply chain delays
Customs inspections
Import/export processing

By placing a pre-order, you acknowledge that:

The delivery timeline provided is an estimate
Production delays may occur
Your pre-order payment is non-refundable
You are securing a limited-edition production item

If you are ordering for a specific event date, we strongly recommend ordering well in advance.

Return Process

Initiate Your Return: Contact our customer service team at info@neoncowboys.com to request a return. Please include your order number and reason for return.
Receive Return Authorization: Our team will provide you with return instructions.
Ship Your Return: Package your item(s) securely and ship them to our warehouse. The return shipping address will be provided in your return authorization email.
Return Shipping Costs: Customers are responsible for covering the cost of return shipping, which typically ranges from $7-$11 within the United States.
Refund Process: Once we receive and inspect your return, we'll process your refund to your original payment method typically within 5-9 business days.

Returns for Defective Products

If you receive a defective product, contact us within 14 days of delivery.

For LED products, we require clear photo and/or video documentation to properly diagnose the issue.

Because we are a fashion technology brand, many LED-related concerns (battery placement, remote syncing, connectors, etc.) can be resolved through troubleshooting.

For confirmed manufacturing defects:

We will cover return shipping costs
Or ship a replacement product
Or provide necessary replacement components

Troubleshooting & Replacement Parts

As a fashion technology brand, our light-up products occasionally require troubleshooting:

Before initiating a return for a defective item, please contact us at info@neoncowboys.com & visit our Troubleshooting Guide for solutions to common issues.
For minor issues, we often provide replacement parts (battery packs, remotes, connectors) rather than requiring a full product return. Visit our Replacement Parts Collection to see available components.
Our customer service team can help determine if your issue can be resolved with replacement parts or if a full replaccment/return is necessary.

Exchange Policy

We're happy to exchange products for a different size or color of the same style.

Exchange Process

Follow the same initial steps as the return process above.
Clearly indicate in your return request that you would like to exchange for a different size or color.
Specify the exact replacement item you would like.
Customers are responsible for the return shipping costs for exchanges.
If there is a price difference between the original and replacement item, this will be charged accordingly.