Refund and Return Policy for Neonstock Custom LED Neon Signs

At Neonstock, we are committed to providing our customers with high-quality, custom-made LED neon signs. We understand that purchasing a custom product online is a big decision, and we want you to be fully satisfied with your order. Below are our policies regarding returns, refunds, and exchanges.

1. Custom Orders and Non-Refundable Policy

Because each LED neon sign is made-to-order and customized based on your design preferences, all sales are final once the order is confirmed and production begins. Custom orders are non-refundable and non-exchangeable due to their personalized nature.

2. Defective or Damaged Products

If you receive a damaged or defective LED neon sign, please contact us within 7 days of receiving the item. We will require the following to process your claim:

• Photographs and videos of the damage or defect

• Your order number and proof of purchase

Upon review, we will send you a replacement for the defective product. Please note that defective items can only be replaced and are not eligible for refunds.

 3. Cancellation Policy

If you wish to cancel your order, please contact us within 4 hours of placing your order. For Rush Orders, please contact us within 1 hour of placing your order. After this time frame, production will have likely begun, and cancellation may no longer be possible. 

4. Returns

As our products are customized to your specifications, we do not accept returns for non-defective items. However, if you believe there has been an error in your order (such as the wrong design or incorrect customization), please contact us immediately. We will assess the issue and work to resolve it to your satisfaction.

5. Exchanges

Exchanges are only allowed in the case of a manufacturing defect or an error in customization. Please contact us within 7 days of receiving your item if an exchange is necessary. After this period, we are unable to process exchanges.

6. Shipping Costs

For defective or damaged products, we will cover the return shipping costs. However, for cancellations or changes to your order after production has begun, shipping fees are non-refundable, and you will be responsible for the return shipping charges if applicable. The customer is responsible for any customs fees.

7. Refund Process

Defective items and incorrect customized items can only be replaced and are not eligible for refunds.

Refunds will only be issued for cancellations within the 1-4 hour period. Once the refund is approved, it will be processed within 5-7 business days and returned to the original payment method. 

8. Contact Us

If you have any questions about our refund or return policy, or if you need to make a claim, please contact us via email at support@neonstock.co or call our customer service team at +1(773)5885883

Note:

Please make sure to thoroughly review your order details, including design, size, color, and text, before finalizing your purchase. Since all signs are custom-made, we are unable to accept returns and make design changes for any errors in these areas once the order is confirmed.