Refund policy

Version 7.0. Effective Date: September 10, 2026.

1. Product Warranty

Neon products are warranted to be free from defects in materials and workmanship for a period of 12 months from the order date shown on your receipt. If, during this period, your Neon product fails to perform under normal use and service due to a defect in materials or workmanship, Neon will repair or replace the product at its discretion. This warranty is limited to the original purchaser and is not transferable to a subsequent owner.

This warranty does not cover: damage caused by misuse, abuse, neglect, accident, unauthorized modification, or improper installation; damage caused by a natural disaster, including flood, fire, or earthquake; or normal wear and tear, including fading or discoloration of the clock face from ordinary sun, water, and chemical exposure on a pool deck.

Power Station. A rechargeable battery, including the battery in the Power Station for Neon Pace Clock, loses capacity over time and through ordinary charge cycles, storage, temperature, and use. To the extent permitted by law, this gradual loss of capacity is normal behavior, not a defect in materials or workmanship, and is not covered by this warranty. This exclusion does not apply to an abrupt or abnormal loss of capacity caused by a defect in materials or workmanship arising during the warranty period. Some states do not allow this kind of exclusion to the extent it conflicts with a nonwaivable right, so this paragraph may not apply to you to that extent.

To make a warranty claim, contact support@neoninnovation.com with your proof of purchase, a description of the problem, and photographs of the product. If Neon determines the product is covered, Neon will provide instructions, which may include returning it to Neon for repair or replacement or, for a battery or other product that cannot safely or lawfully be shipped, alternative instructions, which may include safe local disposal or recycling. Neon may determine a claim without receiving the product; doing so for one claim does not waive Neon's inspection right under Section 3 for any other claim.

2. Third-Party Product Warranty

A product from another company sold on Neon's website is covered solely by that company's own warranty, if any. Some pre-owned, open-box, or used products may carry no warranty at all. Neon does not provide any additional warranty for a third-party product. To ask about the warranty status of a third-party product purchased through Neon, contact support@neoninnovation.com.

3. Inspection; Exclusive Remedy; Limitation of Liability

Neon reserves the right to inspect any Neon product claimed to be defective. You are responsible for the cost of, and bear the risk of loss and damage during, shipping the product to Neon for a warranty claim. If Neon instructs you to ship a product that contains a lithium battery, such as the Power Station, you are responsible for packaging and shipping it lawfully as a regulated item, and Neon is not responsible for a shipment a carrier refuses, delays, damages, or destroys because it was not shipped lawfully or packaged properly. If the product is found defective due to materials or workmanship, Neon will repair or replace it at no charge, and Neon pays the cost of, and bears the risk of loss and damage during, shipping the repaired or replacement product back to you. If the product is found not to be defective, you are responsible for the shipping cost of returning the product to you, invoiced under Section 5.5, which also states what happens if that invoice is not paid.

This warranty is the exclusive remedy for a defect in a Neon product, and Neon will not be liable for incidental or consequential damages arising from use of the product. Some states do not allow the exclusion or limitation of incidental or consequential damages, so this limitation may not apply to you.

TO THE EXTENT PERMITTED BY LAW, ANY IMPLIED WARRANTY, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, IS LIMITED IN DURATION TO THE 12-MONTH TERM STATED IN SECTION 1. SOME STATES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THIS LIMITATION MAY NOT APPLY TO YOU.

4. Software: Neon Swim App and Subscriptions

The Neon Swim app is provided as is, without warranty of any kind, express or implied. Neon Swim offers an optional auto-renewing subscription, which may include a 30-day free trial, billed through the Apple App Store or the Google Play Store depending on the device you use. Apple and Google, not Neon, process payment, bill the subscription, and control the renewal cycle.

A subscription renews automatically at the end of each trial or billing period unless you cancel before that period ends. You cancel and manage your subscription through your Apple ID account settings or your Google Play account settings, not through Neon, because Neon does not have access to or control over your subscription status. Ending a free trial without cancelling converts it to a paid subscription on the same terms disclosed at signup.

You may request a return of a paid software purchase or subscription charge through the refund process of the store where you bought it, Apple's or Google's, subject to that store's own policies and procedures. Neon does not process software refunds directly and has no ability to override a decision made by Apple or Google under their own policies.

5. Return Policy

This Section 5 governs a return of a Neon product for a refund, such as the Neon Pace Clock or the Power Station. A product from another company that Neon resells is returnable only to the extent that company's own return policy provides; Section 2 governs its warranty. This Section 5 is separate from the Trade-In Program, which applies only to the Neon Pace Clock and has its own, shorter deadlines; the deadlines in Section 5.3 are different and longer, so read Section 5.3 before assuming a trade-in date applies.

5.1 Reason for return is unrestricted

You may return a Neon product within the Return Period described below for any reason, including a reason as simple as not liking the color. Neon does not require you to justify a return, and Neon does not evaluate or judge the reason you give. If Neon's return form asks for a reason, that answer is optional feedback for Neon's own purposes and has no effect on whether your return is accepted or on the amount refunded.

5.2 Condition of the returned product

Normal use of the product during the Return Period is expected and does not reduce your refund. So is the ordinary wear that comes with normal use, including, for the Neon Pace Clock, ordinary chlorine and sun exposure on a pool deck. That is the point of the Return Period: Neon expects you to put the product to work, and using it normally does not cost you your refund.

The product and any accessories or cable that came with it must be included in the return. Damage beyond ordinary use reduces or disqualifies your refund. This means the product is broken, cracked, ruined, water-damaged beyond the normal exposure the product receives in ordinary use, or modified. A return disqualified from a refund on that basis is returned to you at your expense under Section 5.5. If a part or the original packaging is missing, Neon may charge a fee rather than deny the return outright; a missing part or missing packaging does not by itself make you ineligible for a refund. Whether a fee applies, and the amount, depends on what is missing or damaged and is communicated to you before Neon processes your return, so you know the amount before it is deducted.

The date Neon sends the fee notice is day zero. If you do not accept the fee, tell us no later than 11:59 p.m. Eastern Time on the seventh calendar day after that date, and Neon will return the product to you at your expense under Section 5.5; no refund is issued. If you do not respond by then, the fee is deducted and the refund is issued.

5.3 Return Period; shipping deadlines; who bears shipping cost and transit risk

"Delivery Date" means the date the carrier's tracking record first shows the product delivered to the shipping address on your order. If the carrier later corrects that record, the corrected date applies. If your order shipped in more than one package, the Delivery Date is the delivery date of the package containing the product being returned.

"Return Period" means the 30 calendar days beginning on the Delivery Date, which is day zero; the Return Period ends on the thirtieth calendar day after the Delivery Date. For example, if the Delivery Date is September 10, the Return Period ends on October 10, and the outer delivery deadline below falls on October 31.

You must postmark your return to Neon's shipping address no later than the last day of the Return Period. This is a postmark deadline: shipping on or before the last day of the Return Period satisfies it even if the package has not yet reached Neon.

In addition to the postmark deadline, Neon must receive the returned product no later than 21 calendar days after the Return Period ends. This second, outer deadline is fixed at 51 days after the Delivery Date; it does not move later if you postmark near the end of the Return Period. A return that is postmarked on time but arrives after this outer deadline is late and Neon may deny the refund on that basis. Exercising or not exercising this discretion for one return does not create an obligation for any other. If you are close to the end of the Return Period, ship promptly so ordinary transit time does not put you past the delivery deadline.

Both deadlines must be met: a return under this Section 5 requires both a timely postmark and timely delivery.

You are responsible for the cost of shipping the product back to Neon, and you bear the risk of loss and damage to the product while it is in transit to Neon. Package it to prevent damage and keep your tracking information and proof of postmark until your refund is processed. If the product you are returning contains a lithium battery, the shipping rule in Section 3 also applies to this return.

5.4 How to initiate a return; refund

To start a return, contact support@neoninnovation.com with your order number. Neon will provide instructions for shipping the product back. Once Neon receives the returned product, confirms it meets the condition standard in Section 5.2, and applies any fee disclosed to you in advance, Neon will issue your refund to the original payment method used for the purchase.

Your refund equals the price you paid for the product being returned plus any sales tax charged on it at checkout, less any Trade-In Refund already issued for that same Neon Pace Clock under the Trade-In Program Terms and Conditions, less any fee applied under Section 5.2, never less than zero. No trade-in deduction applies to the return of any other product, and a Trade-In Refund issued for one Neon Pace Clock is never deducted from the refund for a different one. This Section 5.4 states how that amount is computed for every return, including a return governed by Trade-In Program Terms and Conditions Section 7. Original outbound shipping is not refunded. If the original payment method cannot accept the refund, Neon will issue it by another reasonable method after you confirm your details.

5.5 Returns at your expense; unpaid return invoices

This Section 5.5 applies wherever this Policy says Neon will return a product to you at your expense, including a product found not to be defective under Section 3, a product whose damage beyond ordinary use disqualifies your refund under Section 5.2, and a product whose fee you declined under Section 5.2.

Neon will invoice you for the cost of returning the product: the actual carrier cost for the return shipment plus a handling fee of up to $100. Neon quotes you the amount before you pay it; you may pay the invoice or not. If you pay it, Neon ships the product back to you, and risk of loss and damage on that return shipment passes to you when Neon delivers it to the carrier.

The invoice date is day zero; you must pay by 11:59 p.m. Eastern Time on the thirtieth calendar day after the invoice date, or the product is deemed abandoned. For example, if Neon sends the invoice on September 10, payment is due by 11:59 p.m. Eastern Time on October 10. On abandonment, title to and ownership of the product vest in Neon, nothing further is owed by either party for it, and Neon may retain, repair, recycle, resell, donate, destroy, or otherwise dispose of it, subject to applicable law.

6. Battery Disposal and Recycling

Do not put a Power Station or another lithium battery in household trash or ordinary curbside recycling. At the end of its useful life, take it to a battery or electronics recycling program, or a household hazardous waste collection site, that accepts it. This section is provided for your information only; it does not make Neon a collection site or create an obligation for Neon to take back, collect, or recycle a battery.