If the product is damaged or do not correspond with how the product was presented on neo-ne.com, you have the right to enter a claim. Please contact us within 14 days of having received the goods. If you can send a photograph of the damage/error this will speed up the process. Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by Neo-Ne. Please return the product to 1B, 17A Java Road, North Point, Hong Kong. Exchanges/returns will be processed upon receipt of the regarding merchandise. Acknowledgement of receipt will be sent electronically following the evaluation process, stating the outcome and weather the item is eligible for exchange, refund or credit.