Returns and Exchanges

RETURNS AND EXCHANGES

We understand that buying clothing online can be tricky as you've never felt the product or tried it on (especially when it’s for little ones!). That's why we have a flexible returns and exchanges policy. We trust that you will love your purchase!

**Purchases have 30 days from date of order to exchange/return items with proof of purchase**

All items for exchange or return must:

  • be in new, unworn condition
  • have all the swing tags still attached
  • for girls’ swimwear the hygiene sticker must be still in place. For hygiene reasons we cannot accept an exchange/return without the hygiene sticker.

To exchange an item/s:

Please notify us via email at hello@neonkidz.com.au with your return request and details of the replacement product you require.

  1. You will be given delivery details to post back the item(s) at your cost (It is advised that you consider using a trackable shipping service or purchasing shipping insurance as we are not responsible for items lost in the exchange process)
  1. Neon Kidz will, on receipt of the returned item(s), send out your replacement item(s) at a cost to the customer.

Size exchange requests are subject to availability of stock. Should your request be unavailable a refund will be provided.

 To return an item/s:

  1. Please notify us via email at hello@neonkidz.com.au with your return request and details of the item(s) you would like to send back for a refund.
  2. You will be given delivery details to post back the item(s) at your cost (It is advised that you consider using a trackable shipping service or purchasing shipping insurance as we are not responsible for items lost in the return process).
  3. Neon Kidz will, on receipt of the returned item(s), issue you a refund for the purchase price of your item(s) to the same payment option selected from your original purchase.


FAULTY, DAMAGED, OR INCORRECTLY DESCRIBED ITEMS

All items are thoroughly checked before sending and are hand-packaged with the upmost care. In the unlikely event you receive an item that is faulty or damaged please contact us at hello@neonkidz.com.au and we will do all possible to rectify the situation immediately. 

Please notify us within 14 days of the delivery date and provide proof of purchase, your name, and a full description of the fault, along with pictures as proof. 

Neon Kidz will, on receipt of the returned item(s), issue you a refund for the purchase price of your item(s) and your return shipping fee (receipt to be provided) to the same payment option selected from your original purchase.


ONLINE CANCELLATIONS & ORDER AMENDMENTS

Unfortunately, we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:

  • Change of delivery address
  • Changes to colours and sizes
  • Adding or removing items
  • Applying discounts
  • Full order cancellations

Please ensure all details provided are full and correct at the time of order placement.

Excluded from our returns policy:

  • Pilling of the fabric caused by user-wear is not covered under our returns policy. Rocks and rough surfaces may cause pilling of the silky swimsuit fabric so please take care on such surfaces. 
  • Broken stitching due to user-wear is not covered under our returns policy. Please take care not to over-stretch suits when dressing / undressing as stitching can break, as with any garment. 
  • Disconnected or broken zips as a result of over-extension and user-wear are not covered under our returns policy. Please take care not to push zips too far down beyond the safety pouch otherwise they risk disconnecting; the zip safety pouch is in place to try to help with avoiding this issue. Pulling at a zip may also break it. Our zips are quality checked before being sent to customers so please check over your suit before wearing it. 
  • Trapped sand between layers of fabric, caused by user-wear is not covered under our returns policy. Due to the tight weave of the fabric used for our suits (this tight weave is needed to block 98% of UVA/UVB rays), sand may become trapped between the layers of fabric; once the suit is dry this sand can be shaken or scratched out of the suit. User-wear and wear due to 'kids being kids' is not covered. 
  • Mould or other marks caused due to user-wear are not covered under our returns policy. Please refer to our care guide to ensure swimsuits are properly cared for.