Refund & Return Policy

Effective date: 15 January 2026
Last updated: 29 October 2026

Because all products sold on this website are digital goods, all sales are generally final.

1. Digital Products

Once a digital product is purchased and made available for download, it is considered delivered and non-returnable.

We do not offer refunds for:

  • Change of mind
  • Lack of use
  • Incorrect assumptions about the product’s purpose
  • Failure to read product descriptions or system requirements before purchase
  • Compatibility issues with your operating system or software

2. Custom Design Services (NEONOW Signal Mark)

Due to the curated and custom nature of the NEONOW Signal Mark, the following specific terms apply:

Refunds

  • Refunds are not offered once production begins.
  • If you decide to cancel before production starts, a full refund can be issued.

Revisions

  • Each system includes a limited number of focused refinements to ensure clarity and consistency.
  • This is not an open-ended iteration process.

Scope Changes

  • If additional system depth is requested beyond the original scope, it will be discussed clearly before any work is added.

3. Exceptions

Refunds may be considered only if:

  • The downloaded file is technically defective and cannot be opened or used
  • The product is significantly different from what was described on the product page
  • You are unable to access the files due to a verified technical issue on our side
  • The same product was accidentally purchased twice

Refund requests must be submitted within 7 days of purchase.

4. How to Request a Refund

To request a refund, contact us at: [email protected]

Include the following information:

Required Information Details
Order Number Found in your purchase confirmation email
Email Address Used The email associated with your purchase
Description of the Issue Detailed explanation of the problem
Evidence Screenshots, error messages, or other documentation

Response Time: We will respond to all refund requests within 48 hours.
Review Process: Each request is reviewed individually and fairly.
Refund Method: Approved refunds will be issued to the original payment method within 5-10 business days.

5. Chargebacks

Initiating a chargeback or dispute through your bank or payment provider without contacting us first may result in:

  • Immediate suspension of access to all purchased products
  • Permanent ban from future purchases
  • Reporting to fraud prevention databases
  • Additional fees to cover administrative costs

We strongly encourage you to contact us at [email protected] to resolve any issues before initiating a chargeback.

6. Technical Support

Before requesting a refund, please allow us to help resolve any technical issues:

  • Ensure you meet all system requirements listed on the product page
  • Check your spam/junk folder for download links
  • Try downloading from a different browser or device
  • Contact support for troubleshooting assistance

Most technical issues can be resolved quickly with our support team.

7. Rights Transfer Agreement

By purchasing any NEONOW product, you agree to our Terms & Conditions and understand that:

  • All products are digital downloads
  • For an acquired Signal Mark, all transferable economic copyright in the identified design and its agreed variations is assigned to the buyer, worldwide for the full term of protection, after cleared payment and execution of the written transfer agreement described in the Terms & Conditions. Moral rights and third-party licenses remain separate.
  • No physical products will be shipped
  • You are responsible for ensuring compatibility with your system

8. Contact

For refund inquiries and support:

Email: [email protected]
Response Time: Within 48 hours during business days
Business Hours: Monday-Friday, 9:00-17:00 CET

9. Declined Transfers & International Payment Fulfillment

Orders placed via bank transfer reserve the selected system assets pending payment. An order confirmation or transfer receipt does not constitute confirmed payment clearance.

For US domestic transfers, payments must comply with the business account, USD currency and ACH requirements in our Terms & Conditions. Payments sent from personal accounts or through unsupported international wire routes to our US domestic ACH details may be declined or returned by the payment provider. If a transfer is rejected or has not cleared, the order remains unpaid and reserved assets will not be released.

For international clients awaiting alternative transfer details (SEPA/Wise, where available), reservations remain valid for 3 business days from order placement, pending receipt of cleared funds. If settlement is not completed within this timeframe, the reservation will be released and the order cancelled. If you have initiated a transfer that has not yet cleared, contact [email protected] with your Order Number and transfer reference before the reservation expires.

Digital system sales are final once assets are deployed upon payment clearance, subject to the exceptions set out in this policy and any rights that cannot be excluded under applicable law.

Note: This policy is subject to change. Please check this page periodically for updates.