Refund Policy

Custom and made-to-order signs

A custom neon sign is made only after you order it, using your words, your font, your colour and your size. It can't be resold, so we can't accept returns or issue refunds for change of mind, a design you've changed your opinion on, or a spelling you approved.

This is why we send a digital proof before anything is built. The proof shows your exact text, layout, dimensions and colour. Nothing goes into production until you approve it. Please read it carefully. Spelling, spacing and size on the approved proof are what we make.

Damaged or faulty on arrival

Open your parcel and plug the sign in as soon as it lands. If anything is cracked, bent, dead or flickering, contact us within 7 days of delivery with photos or a short video of the fault and the outer packaging.

Once we've confirmed it, you choose a free remake or a full refund. We cover return shipping, and we won't ask you to pay anything to put it right. Don't throw the packaging away until the claim is closed, as the courier sometimes needs to see it.

If we send the wrong item

If your sign doesn't match the proof you approved, that's on us. Send us a photo within 7 days of delivery and we'll remake it correctly or refund you in full, including any shipping you paid. You won't need to send the incorrect sign back at your own expense.

Changing or cancelling an order

How much we can change depends on where your sign is in production.

Production typically begins within 24 hours of proof approval, so email us as early as you can and we'll do what we can.

Ready-made signs and accessories

Anything not made to order, such as pre-designed signs, dimmers, remotes, hanging kits and mounting hardware, can be returned within 30 days of delivery, unused and in its original packaging with all parts included. Send us your order number to start it and we'll issue a return label.

Return shipping is deducted from the refund on change-of-mind returns. It's free if the item was faulty or incorrect.

What we can't take back

• Custom and made-to-order signs, unless faulty or not as proofed
• Gift cards
• Clearance and final-sale items
• Items returned after 30 days, or without their original packaging and parts
• Damage from drops, outdoor exposure on indoor-rated signs, modified wiring, or an incorrect power supply

Warranty

Every sign is covered for 12 months from the delivery date against manufacturing faults in the LED tubing, transformer, dimmer and wiring, under normal indoor use.

If a fault appears in that window, send a video of the sign powered on and we'll repair, replace or refund it. The warranty doesn't cover accidental damage, signs installed outdoors unless bought as outdoor-rated, or any sign that's been rewired or repaired by someone else.

Start a claim

Three steps, and most claims are resolved the same week.

1. Email us within the claim window

   Send your order number and what's wrong to info@neon.shop.

2. Attach photos or a video

   For damage, show the sign and the box it came in. For a fault, a few seconds of video with the sign plugged in tells us far more than a photo.

3. We confirm the outcome in writing

   We reply within 2 business days with a remake, a refund, or a prepaid return label, whichever applies. Please don't ship anything back before we've confirmed it, as unrequested returns can't be accepted.

How refunds are paid

Approved refunds go back to your original payment method automatically. We process them within 3 business days of approving your claim, and your bank or card issuer usually posts the money within a further 5 to 10 business days.

If it's been more than 15 business days since we told you a refund was approved and you still don't see it, email info@neon.shop and we'll chase it with you.