Product Return and Replacement Policy

We are committed to ensuring that you are completely satisfied with your purchase of our Neon Sign Boards and Customized Neon Sign Boards. To provide clarity on how we handle returns, refunds, and replacements, please carefully review our detailed policy below:

1. No Returns and No Refunds

Due to the customized nature of our products, we do not accept returns or provide refunds once a purchase has been completed. This policy applies to both standard and customized neon sign boards.

Customization: Since our customized neon signs are specifically tailored to each customer’s design and preferences, once production has started or the product has been delivered, it cannot be returned or refunded.
Change of Mind: We cannot accept returns or issue refunds due to changes of mind, incorrect specifications provided by the customer during the ordering process, or dissatisfaction with the design after delivery.

2. Replacement for Defective or Damaged Products

We take great care to ensure that all products meet high-quality standards before they are shipped. However, if you receive a product that is defective or damaged upon arrival, we offer a replacement.

Eligibility for Replacement:

To be eligible for a product replacement, the following conditions must be met:

The product must be defective or damaged upon arrival. This includes:
- Neon lights not functioning properly.
- Broken or cracked sign boards.
- Any manufacturing defects that affect the usage or display of the product.
Timeframe: You must notify us of the defect or damage within 7 days of receiving the product. Any requests made after this period will not be eligible for replacement.
Proof of Defect: We require photographic or video evidence of the defect or damage. This will help us assess the issue and process your replacement faster.

How to Request a Replacement:

Contact our customer support at [support email/phone number] within 7 days of receiving the product.
Provide your order number and clear photos or videos showing the defect or damage.
Our team will review your request and confirm whether the product is eligible for replacement.
Once approved, we will ship a replacement product to you at no additional cost. Shipping times for replacements follow the same delivery guidelines mentioned in our Delivery Policy.

3. Exclusions from Replacement Policy

The following conditions are not covered under our replacement policy:

Damage due to mishandling or improper installation: Any damage caused by mishandling during unpacking or improper installation will not be eligible for a replacement. Please carefully follow the installation guidelines provided with your product.
Wear and tear: Regular wear and tear due to use over time is not considered a defect and will not be covered by this policy.
Customized design dissatisfaction: We do not offer replacements based on dissatisfaction with the design of customized neon sign boards once the order has been finalized and delivered.

4. Non-Returnable Items

Customized Neon Sign Boards: Any neon sign board that has been customized according to your specifications (such as personalized text, colors, shapes, or logos) is non-returnable and non-refundable.
Standard Neon Sign Boards: While we do not offer returns for standard, non-custom neon sign boards once purchased, they are eligible for replacement if found to be defective or damaged upon arrival.

5. Shipping Costs for Replacement

Defective/Damaged Items: For products that qualify for a replacement due to defects or damages, we will cover all shipping costs associated with sending the replacement item.
Non-Defective Items: Since we do not accept returns or provide refunds for non-defective items, any return shipping initiated by the customer will be at their own expense, but no refund or replacement will be processed for such returns.

6. Return and Replacement Process Timeline:

Initial Review: Once we receive your request for a replacement, we will review the evidence provided within 2 business days.
Approval and Dispatch: If your replacement request is approved, we will initiate the production of the replacement (for customized products) or dispatch the replacement (for standard products) within 3 business days.
Delivery Time: Replacement deliveries follow our standard delivery timelines as detailed in our Delivery Policy.

7. Customer Support and Assistance

If you encounter any issues with your product or have further questions regarding our return and replacement policy, please feel free to reach out to us at:

Email: [support email]
Phone: [support phone number]

We are here to help and ensure that your experience with our neon sign boards is as smooth and enjoyable as possible.

Thank you for choosing us! We stand behind the quality of our products and are committed to delivering beautiful, long-lasting neon sign boards that brighten up your space.