We take pride in having the best customer satisfaction of our products so if you are thinking of returning your product, please contact us as we'd love to talk to you about it. Message or call us on whatsapp +44 20 3808 8606, DM us on instagram @neon or on Facebook Message (blue box in the bottom right) or send us an email email@example.com.
Our policy lasts 14 days. If 14 days have gone by since the arrival of your sign then unfortunately it is likely we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
- Customised neon signs (unless received in damaged state)
- Gift cards
To complete your return, we require a receipt or proof of purchase (and proof of damage is customised neon sign, however please note all products are inspected prior to dispatch).
We strongly advise contacting us to make us aware that you are returning the item.
To return your product, you should clearly mark the box with "RETURN" and affix the label that we will provide . (See below for how to obtain a returns label under "Shipping".
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received your refund after 10 days of receiving our confirmation, then please contact us immediately so we can try to resolve this.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded but is at our discretion.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and follow the return guidelines above.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
We will endeavour to cover the costs of the return shipping and can provide a shipping label for you (printer required) but this is not guaranteed. If we are unable to cover the costs, then you may be responsible for paying for your own shipping costs for returning your item unless advised otherwise. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.