Cancellation & Refund Policy
How to discuss a cancellation, payment concern or issue with an agreed order.
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Enquiry-only website
This website does not currently accept online payments or complete orders. Sending an enquiry is free and does not require a purchase. No cancellation fee applies merely for making an enquiry.
Before starting paid work
The written quotation or project agreement should specify deposits, milestones, cancellation, refunds, committed third-party costs, revision rounds and handover. Ask us to clarify these before accepting work or making a payment. There is no universal non-refundable deposit rule imposed by this page.
Requesting cancellation
Email neyugenofficial@gmail.com with “Cancellation request”, your project/order reference and the reason. We will review the request against the agreement, work already performed, accepted deliverables and documented third-party commitments. Any remaining work, handover and payment adjustment should be confirmed in writing.
Custom apparel orders
Contact us promptly if you need to change or cancel a made-to-order item. Whether a change is possible depends on artwork approval, material procurement and production stage. Applicable charges and any refund are assessed using the approved specification and agreed order terms.
Defects, incorrect delivery or service issues
Report an incorrect item, production defect or delivery/service issue promptly with your reference and relevant photographs or details. We will investigate and discuss the appropriate correction, rework, replacement or refund according to the agreement and applicable law. Approval of custom work does not remove rights relating to defective or misdescribed goods.
Refund handling
If a refund is approved, we will confirm the amount, method and expected processing time in writing. Bank or payment-provider processing can affect receipt. Do not send card details, passwords or OTPs by email or through our enquiry form.
Your rights and contact
Nothing in this policy limits mandatory legal rights. For a concern or unresolved request, contact neyugenofficial@gmail.com.