Refund policy

 

Neon Spur Return, Exchange & Store Credit Policy

We accept return requests for eligible items for store credit only, and the return request must be submitted within 7 days of the delivery date.  Returns must arrive to us within 15 days of approval of the return request.  (See below for items not eligible for return.  Sale and sample sale items are final sale.)

Store credit never expires and will be issued once the eligible returned item is received and approved.

We provide free return shipping for eligible returns. A complimentary prepaid return label will be emailed to you once your return request is approved.

You may log in to your customer account or click below to start your return:

👉 CLICK HERE TO INITIATE A RETURN

Once approved, you’ll receive a free prepaid return label via email.

Seel’s “Make It Returnable” Protection (Optional at Checkout)

Customers may choose to add Seel’s “Make It Returnable” protection at checkout when available and offered.  It is only offered for single item purchases on select items.  This optional service allows for no-questions-asked returns with a full refund (less return shipping), even on items normally non-returnable.

  • Only available on select items and only when shown at checkout.

  • Only available for single-item purchases (Seel may not appear if multiple items are in the cart).

  • All eligibility, costs, and refund terms are dictated by Seel.  It is the customer's responsibility to read the terms of this program.

  • Coverage must be purchased at checkout and cannot be added afterward.

If you purchased this coverage and want to process a Seel-covered return, click HERE.

Return Request Timeline

  • Return requests must be submitted within 7 days of delivery.

  • Approved returns must be received to us within 15 days of approval of the return request.

Return Eligibility Requirements

To qualify for return/store credit, items must:

  • Be in brand-new, unworn condition

  • Contain no stains, odors, damage, or signs of wear

  • Have all original tags attached (no exceptions)

  • Include any original packaging (boxes, wraps, accessories)

Items not meeting these standards will be denied and only returned to the customer at their expense.

Additional Return Terms

  • Items purchased with gift cards or store credit will be refunded as store credit.

  • Please include a copy of your order confirmation, invoice, or receipt inside your return package. If your return was issued an RMA number, that number must also be included. (RMA requirements vary by product and may not apply to every return.)

  • Any free gifts or promotional items must be returned with the order; otherwise, the retail value will be deducted from the store credit.

Responsibility for Return Shipments

  • Although we provide free prepaid labels, customers are still responsible for ensuring the package is securely sent.

  • Neon Spur is not liable for lost, stolen, or damaged packages in transit.

If you choose to ship using your own method, we recommend a trackable carrier.

How to Submit a Return Request

You may log in to your customer account or click below to start your return:

👉 CLICK HERE TO INITIATE A RETURN

Once approved, you’ll receive a free prepaid return label via email.

Return Address

Neon Spur LLC
4351 Cross Timbers Rd, Ste 400 Box 221
Flower Mound, Texas 75028
United States

Items NOT Eligible for Return

  • Sale items, sample sale items, final sale items or items purchased during promotions

  • Swimwear, hats, belts, buckles and accessories

  • All tack items (saddle pads, halters, bell boots, reins, fly gear, etc.) and equine essentials & supplements.  There are NO warranties for Tack items.  Once an item has been on a horse, we are not responsible for damage or otherwise -  outdoor conditions and horses can be hard on tack items!

  • Home Goods Collection items

  • Stickers, patches, phone cases

  • Cosmetics, skincare, fragrances, candles, wax melts

  • Hair accessories, handbags, purses, luggage 

  • Jewelry

  • Any liquid products

➡️ We strongly recommend purchasing Seel’s Make-It-Returnable Protection (when offered) if you want return for refund flexibility on normally non-returnable items.

Damages, Defects, or Incorrect Items

Please inspect your order upon delivery and contact us within 7 days at howdy@neonspur.com with photos of:

  • The defect or damage

  • The incorrect item received

We will review and make it right.

Warranty Policy

Neon Spur does not provide warranties on apparel items or tack items.

Tack Items Made by Other Manufacturers

Some tack items not made by Neon Spur are covered only under the original manufacturer’s warranty, if one is offered.
All warranty claims for these items must be submitted directly to the manufacturer. They may require a copy of your order invoice or receipt as proof of purchase.  To find out if your item might be eligible, contact the manufacturer of the item you purchased directly.

Neon Spur does not facilitate warranty claims on behalf of other manufacturers.

Neon Spur Brand Tack Warranty

Tack items designed and manufactured by Neon Spur are covered for limited manufacturer defects only, for a period of 60 days from the date of purchase. 

Outdoor conditions and horses are just hard on tack and these are difficult items to warranty.

This warranty applies only to hardware defects (such as buckles, snaps, rings, or metal components that fail under normal use).

The warranty does not cover:

  • Damage caused by horses (e.g., tearing a fly sheet, chewing, rubbing, or general wear-and-tear).  Velcro is excluded from any warranty.

  • Damage from improper use, storage, or handling

  • Cosmetic issues that do not affect function

  • Normal deterioration over time

Only defects in materials or workmanship related to hardware are eligible for warranty consideration.

Color Disclaimer

Colors may appear differently due to screen settings. Variations in color or hue are not considered defects.

Order Cancellation Policy

Most orders cannot be canceled or changed once placed.

If we are able to cancel before processing, a 5% merchant fee (non-recoverable) will be deducted.

If an item is out of stock, it does not automatically make the rest of the order eligible for cancellation.

Shipping & Delivery Policy

Address Accuracy

Customers are responsible for ensuring all shipping info is correct at checkout.

  • Neon Spur is not liable for mis-delivered or undeliverable orders caused by incorrect addresses.  No refunds will be issued in these cases.

Mis-delivered or Returned-to-Sender Packages

  • If a package is returned due to incorrect address input, it is possible that it can be reshipped at the customer’s expense.  This is not possible for all products. This is a case by case basis.  No refunds are promised and re-ships are not promised - we will however always try our best to accomodate!

  • These orders are not eligible for refund or cancellation.

Refused Deliveries

Refused deliveries are not eligible for refunds or store credit.


More regarding Misdelivered Packages & Undeliverable Addresses:

Customers are responsible for ensuring that all shipping information entered at checkout is accurate and complete, including apartment/unit numbers and any other required delivery details.

If a package is mis-delivered, returned to sender, deemed undeliverable, or lost due to an incorrect or incomplete shipping address provided by the customer, Neon Spur is unable to issue refunds or replacements for the order.

If an undeliverable package is successfully returned back to us, we may be able to reship the order to the corrected address at the customer’s expense for additional shipping charges. However, please note that not all undeliverable packages are returned to us.

Many of our orders ship through third-party fulfillment centers. In cases where an undeliverable package is returned to a fulfillment facility, those items are often classified as unrecoverable goods due to logistics processing limitations and may be discarded or otherwise unable to be retrieved or resent.

Because of these fulfillment and carrier limitations, Neon Spur cannot guarantee recovery or reshipment of packages that were addressed incorrectly at checkout.

Contact Us

Email: howdy@neonspur.com
Phone: 940-448-0226
Address: 4351 Cross Timbers Rd Ste 400 Box 221, Flower Mound, TX 75028
Hours: Monday–Friday, 9am–5pm CST