Last updated: 1 October 2026
This policy covers merchandise and books sold by Neo-Noir Entertainment (“we”, “us”). All items are printed on demand and shipped directly from our print partners, Printful (merchandise) and Lulu (books).
1. Made to order
Nothing is printed until you order it. For that reason, we do not offer refunds for change of mind, wrong size or colour choices, or ordering in error, except as set out below.
2. Cancelling an order
You can cancel only while your order has not gone into production, which is usually within a few hours of purchase. Email support@neonoirentertainment.com with your order number as soon as possible. Once production has started, the order cannot be cancelled.
3. Faulty, damaged or incorrect items
We will replace or refund (at our choice) any item that arrives:
- damaged or defective (for example, misprints, poor print quality, faulty binding or missing pages);
- damaged in transit; or
- different from what you ordered.
To claim, email support@neonoirentertainment.com within 30 days of delivery with your order number and clear photos of the item and packaging. We may ask for further information before approving a claim.
4. Lost orders
If your order has not arrived within 10 working days (UK) or 25 working days (international) of the estimated delivery date, email support@neonoirentertainment.com with your order number. Please first check your tracking and delivery address. If the order is confirmed lost, we will reship it or refund you in full, including postage.
5. What is not covered
- Sizing or fit issues where a size guide was provided
- Minor variations in colour, placement or print position, which are normal for printed products
- Incorrect or incomplete delivery addresses supplied by you
- Orders returned as undelivered because of an address error or unclaimed parcel
- Customs charges, import duties or taxes
- Items damaged through use, washing or wear
6. Returns
Please do not send items back to us or to the fulfilment centres. Returns are not accepted unless we have agreed them in writing, and we cannot process parcels sent without authorisation.
7. Contacting us and refunds
We are a small team and usually reply in the evenings (UK time), Monday to Friday. We aim to respond to all emails within 2 working days. Approved refunds are issued to the original payment method within 10 working days of approval. Original postage is refunded only where the item was faulty, damaged, incorrect or lost.
8. Payment disputes
Please contact us before raising a chargeback so we can resolve the issue quickly.
9. Your statutory rights
Nothing in this policy affects your legal rights under UK consumer law.
Contact: Neo-Noir Entertainment, support@neonoirentertainment.com