Return

In order to be eligible for a refund, you have to return the product within 60 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 60 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.

Lost or Stolen Packages

Neonlytes is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. 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.

Cancellation

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 support@neonlytes.com 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 support@neonlytes.com.