Refunds & Returns Policy
Light It Up Neon offers returns and/or refunds on faulty products only, which may arise from potential workmanship faults. Due to the highly custom nature of our products, we do not accept returns for change of mind or change of size.
For all of our Indoor and Outdoor neon sign purchases, we offer a 2 year warranty guarantee. This warranty will cover all workmanship faults that may occur to your product within the first 2 years.
All of our neon signs are hand-made and carefully crafted from scratch, as per your requirements. We provide our due diligence prior to any payments being made via the provision of reference colours, sizes and design mock-ups.
In the unlikely event that your neon sign is faulty or has been damaged during transit, Light It Up Neon will always ensure that a resolution is provided through our Refunds & Returns Policy.
You will have 7 days from the delivery date to email us at email@example.com with the following:
1. Provide a clear video of the damage/fault to the neon sign
2. Provide a clear video of the box & any damage to the outer box
3. Provide a clear photo of the shipping label on the box
We require the above information in order to assess each claim on an individual basis. Once received and approved, we will provide you with a number of options including a return, refund or replacement of your neon sign.
Note: Light It Up Neon will not be liable for any additional costs or shipment delays caused by Customs. We do not offer refunds for items that do not make it to the destination by a specific date, due to potential shipment delays. If you have a specific deadline for your neon sign order, please contact firstname.lastname@example.org prior to your purchase to discuss the request.
All of our neon signs come pre-assembled, ready for a simple "plug and play" install. Any manipulations to your neon sign or hardwiring of wires, cables and accessories, will void your 2 year warranty and will not be eligible for a refund.
If you have a complex install structure that requires hardwiring, we recommend that you contact a qualified electrician to have this work performed. All faults that may occur as a result will be at the risk of the customer.
Faulty or Incorrect Items
All of our neon signs orders undergo a strict quality check before they are carefully packaged and delivered to you.
In the event where you believe your order is incorrect, damaged or faulty, missing items or you have received the wrong order, please contact us at email@example.com within 24 hours of receiving the order.
Note: Light It Up Neon has multiple distribution and manufacturing centres around the world, and this is not deemed a valid reason for return.