Returns & Cancellation
In order to be eligible for a refund, you have to return the product within 30 calendar days of your purchase. The product must be in the same condition that you receive it and undamaged in any way. After we receive your item, our team of professionals will inspect it and process your refund. The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement. If the product is damaged in any way, or you have initiated the return after 30 calendar days have passed, you will not be eligible for a refund. The buyer must pay all return shipping costs and register their return package with a tracking number. You’ll be credited for the cost of the item(s) and any applicable tax minus actual shipping costs. Shipping will not be refunded.
Defective or Damaged Products
If you have received faulty or damaged products, please contact us with images of the product within 7 days. We will gladly send out a replacement order or issue you a full refund.
Items Lost in Transit
By ordering from us, you agree with our shipping policy. Most orders get delivered within the posted time frames; however, external factors such as customs inspections can sometimes cause delays. If your order shipping times exceed our displayed time frame by 20 business days, you can contact us and we will gladly send out a replacement order, or issue a full refund.
Upon inquiry, Neonlytes will confirm the delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.
Note: We highly use a trackable shipping service for any item you will be returning. Email: [email protected]neonlytes.com for our return address.
For Fully Custom/Bespoke Pieces
We can’t accept cancellation or returns after the payment due to a change of mind, unfortunately, as all pieces are one-off made to order. All sales are final once placed on site. If your piece is faulty or has any error, of course, we can accept a return or replacement for you.
For Pre-set Designed Signs
We can accept a return within 60 days of receipt If the product is unused and is in the same condition and packaging as when it was first received. In the very unlikely case of your piece arriving broken or faulty, you have 7 days from the day of tracked delivery to let us know via email at [email protected] and we will deliver a replacement free of charge.
We offer a 24-month Guarantee on All Pieces
so if your piece breaks or stops working in any way during this period just let us know and we will send you a new replacement.
If you need any more help whatsoever, please don’t hesitate to contact our team via email at [email protected]