Refund policy

Return and Refund Policy

At Neon DB Corp. (operating via gxtvft-bs.myshopify.com), we believe that every baking venture should be a seamless, joyful experience. Whether you are whipping up delicate pastries with our silicone bakeware molds, handling roaring-hot sheet pans with our heat-resistant gloves, or perfecting a golden loaf in our durable baking pans, we stand behind the quality and craftsmanship of our kitchen tools.

If for any reason your purchase does not completely meet your expectations, our transparent and hassle-free Return and Refund Policy is designed to guide you step-by-step through the process.

30-Day Return Window

We offer a 30-day return policy, which means you have 30 calendar days after receiving your item to request a return.

To be eligible for a standard return:

  • The item must be unused, unwashed, and in the exact condition that you received it.

  • Bakeware items (molds, pans) must be free of grease, batter residue, or heat marks.

  • Heat-resistant oven gloves must show no signs of wear, fabric stress, or burn marks.

  • The product must remain in its original packaging, including all tags, inserts, and protective sleeves.

  • You must provide a valid receipt or proof of purchase.

How to Initiate a Return

  1. Submit Your Request: Send an email to our support team at [email protected] with your order number, clear photos of the item and its packaging, and the reason for the return.

  2. Review & Approval: Our customer service manager, Connie Grieve, will review your request within 24 to 48 business hours. If approved, you will receive a Return Merchandise Authorization (RMA) number along with specific shipping instructions.

  3. Package & Ship: Securely pack the item in its original box. Clearly mark the RMA number on the package and send it to our designated returns facility:

    Neon DB Corp. – Returns Department

    Attn: Connie Grieve

    Address: L19 C9 Saugeen, Port Elgin, ON, CA N0H2C6

Note: Items returned to us without first requesting an explicit return approval will not be accepted or processed.

Return Shipping Costs

  • Customer Preference Returns: If you are returning an item due to personal preference, change of mind, or accidental ordering, you will be responsible for paying your own shipping costs. Return shipping costs are non-refundable.

  • Defective, Damaged, or Incorrect Items: If your order arrives damaged, defective, or if you received the wrong item (e.g., wrong mold shape or oven mitt size), Neon DB Corp. will cover all return shipping fees or issue an immediate replacement at no extra cost to you.

Damaged, Defective, or Incorrect Products

Please inspect your order upon reception. If your bakeware pan is dented, your silicone mold is torn, or your heat-resistant gloves have damaged stitching:

  1. Contact us within 48 hours of package delivery at [email protected].

  2. Include clear photos or videos showing the issue alongside the shipping label.

  3. We will quickly evaluate the situation and either ship out a brand-new replacement or initiate a full refund.

Non-Returnable Items

Certain types of items cannot be returned due to hygiene, safety, and operational standards:

  • Products that have been used for food preparation or exposed to heat.

  • Custom, personalized, or special-order bakeware.

  • Clearance, final-sale, or promotional gift card items.

Refunds Process

Once your returned item is received and inspected at our Port Elgin facility, we will send you an email notification confirming receipt. We will also notify you of the approval or rejection of your refund based on the item's condition.

  • Approved Refunds: If approved, your refund will be processed immediately back to your original payment method. Depending on your bank or credit card company, it typically takes 5 to 10 business days for the refund to post to your statement.

  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again, then contact your credit card company or bank. Processing times vary. If you’ve done all of this and still have not received your refund, please contact us at [email protected].