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Refund Policy - City of the Future
Refund Policy
Effective Date: January 1, 2025
At City of the Future, we want you to be completely satisfied with your purchase. This Refund Policy outlines our policies regarding returns, refunds, exchanges, and cancellations for products purchased through neonvirtualmarket.com.
Important: Please read this policy carefully before making a purchase. By placing an order, you acknowledge and agree to the terms of this Refund Policy.
1. Return Eligibility
1.1 General Return Period
We offer a 30-day return period for most products. To be eligible for a return:
- The request must be initiated within 30 days of delivery
- The product must be unused and in its original condition
- The product must be in its original packaging with all accessories, manuals, and documentation
- The product must include proof of purchase (order number or receipt)
- The product must not show signs of wear, damage, or alteration
1.2 Non-Returnable Items
The following items cannot be returned unless defective or damaged:
- Opened software, digital products, or downloadable content
- Personalized or custom-made products
- Products marked as "final sale" or "non-returnable"
- Perishable goods or items with limited shelf life
- Gift cards and promotional items
- Products without original packaging or missing components
- Products damaged due to misuse or negligence
2. Return Process
Step 1: Initiate a Return Request
Contact our customer service team within 30 days of delivery:
- Email: returns@neonvirtualmarket.com
- Include your order number, product details, and reason for return
- Attach photos if the product is defective or damaged
Step 2: Return Authorization
Our team will review your request and provide:
- A Return Merchandise Authorization (RMA) number
- Return shipping instructions
- A prepaid return label (for defective or incorrect items)
Note: Do not ship items back without an RMA number. Unauthorized returns will not be accepted.
Step 3: Package and Ship
Prepare your return shipment:
- Pack the product securely in its original packaging
- Include all accessories, manuals, and original documentation
- Clearly write the RMA number on the outside of the package
- Ship using a trackable shipping method
- Keep your tracking number for reference
Step 4: Inspection and Processing
Once we receive your return:
- We will inspect the product within 5-7 business days
- You will receive an email confirming receipt and inspection status
- Approved refunds will be processed within 7-10 business days
3. Refund Methods and Timing
3.1 Refund Method
Refunds will be issued to the original payment method used for the purchase:
- Credit/Debit Card: Refund to the original card
- PayPal: Refund to your PayPal account
- Other Payment Methods: Refund via the same service
3.2 Refund Timeline
| Process Stage |
Timeline |
| Return received and inspected |
5-7 business days |
| Refund processed |
7-10 business days after approval |
| Refund appears in your account |
3-5 business days (depending on your bank/payment provider) |
3.3 Partial Refunds
Partial refunds may be issued in the following situations:
- Product shows signs of use or wear
- Product is missing accessories or documentation
- Product is returned without original packaging
- Product is damaged due to customer handling (not manufacturer defect)
4. Shipping Costs
4.1 Return Shipping
Shipping costs for returns vary based on the reason:
- Defective or Incorrect Items: We provide a prepaid return label at no cost to you
- Change of Mind: You are responsible for return shipping costs
- Buyer's Remorse: Original shipping fees are non-refundable
4.2 Non-Refundable Fees
The following fees are non-refundable:
- Original shipping and handling charges (except for defective/incorrect items)
- Express or expedited shipping fees
- International customs duties and taxes
- Gift wrapping or special packaging fees
5. Exchanges
We offer exchanges for:
- Defective products
- Incorrect items received
- Different size or color (subject to availability)
Exchange Process:
- Contact customer service to request an exchange
- Return the original product following the return process
- We will ship the replacement item once the original is received and inspected
- No additional shipping charges for defective or incorrect items
6. Defective or Damaged Products
6.1 Reporting Defects
If you receive a defective or damaged product:
- Inspect your order upon delivery
- Report defects or damage within 7 days of delivery
- Provide photos showing the defect or damage
- Include packaging photos if shipping damage is suspected
6.2 Resolution Options
For defective or damaged products, we offer:
- Full refund including original shipping costs
- Free replacement with expedited shipping
- Repair or replacement through manufacturer warranty
- Partial refund if you choose to keep the item
7. Wrong Item Received
If you receive an incorrect item:
- Contact us immediately with your order number and photos
- We will provide a prepaid return label
- We will ship the correct item at no additional cost
- You will receive a full refund if the correct item is unavailable
- We will expedite the correct item to you
8. Order Cancellations
8.1 Before Shipment
You may cancel your order before it ships:
- Contact us as soon as possible after placing the order
- Provide your order number
- If the order hasn't shipped, we will cancel it and issue a full refund
- Refunds typically process within 3-5 business days
8.2 After Shipment
Once an order has shipped:
- The order cannot be cancelled
- You may refuse delivery and the item will be returned to us
- Standard return procedures and fees apply
- You may return the item following our return process
9. International Returns
For international orders:
- Returns are accepted within 30 days
- Customer is responsible for return shipping costs (unless defective/incorrect)
- Customs duties and taxes are non-refundable
- Products must clear customs and be received at our facility
- International returns may take longer to process (up to 30 days)
- We recommend using a trackable, insured shipping method
10. Warranty Claims
Many products include manufacturer warranties:
- Warranty terms vary by product and manufacturer
- Warranty information is included with your product
- Contact us for assistance with warranty claims
- We will facilitate communication with manufacturers when possible
- Warranty claims may be handled directly by the manufacturer
11. Restocking Fees
A restocking fee may apply in certain situations:
- Special order items: Up to 20% restocking fee
- Large or bulky items: Up to 15% restocking fee
- Opened products (when returns are accepted): Up to 10% restocking fee
- No restocking fee for defective or incorrect items
Restocking fees will be deducted from your refund amount and communicated during the return authorization process.
12. Lost or Stolen Packages
If your package is lost or stolen:
- Contact us immediately with your order number
- We will investigate with the shipping carrier
- A claim may need to be filed with the carrier
- Resolution may include a replacement or full refund
- Claims typically take 7-14 days to process
- Consider requiring signature confirmation for high-value orders
13. Gifts and Gift Returns
For products purchased as gifts:
- The recipient may return the item within 30 days
- A gift receipt or order number is required
- Refunds will be issued as store credit to the recipient
- Original purchaser may request refund to original payment method
- Gift wrapping fees are non-refundable
14. Sale and Clearance Items
Items purchased during sales, promotions, or clearance:
- May be marked as "final sale" and non-returnable
- If returnable, standard return policy applies
- Refund will be for the amount paid, not the original price
- Promotional discounts will be reflected in the refund
- Check product descriptions for specific return restrictions
15. Refund Exceptions
We reserve the right to refuse returns or refunds if:
- The return request is made after the 30-day period
- The product is not in resalable condition
- The product has been used, damaged, or altered
- The product is missing components or packaging
- We suspect fraud or abuse of our return policy
- The product was purchased from an unauthorized seller
16. Contact for Returns and Refunds
17. Changes to Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The "Effective Date" at the top of this policy indicates when it was last updated. Your continued use of our Service after changes constitutes acceptance of the updated policy.
18. Dispute Resolution
If you have a concern about a return or refund:
- Contact our customer service team first
- We will work to resolve the issue promptly and fairly
- Most issues are resolved within 2-3 business days
- Escalated issues will be reviewed by management
- Legal disputes are subject to the terms in our Terms and Conditions
This Refund Policy is part of our Terms and Conditions. By making a purchase, you acknowledge that you have read, understood, and agree to this Refund Policy.
Thank you for shopping at City of the Future. We appreciate your business and are committed to your satisfaction.
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