Return, Refund, and Exchange Policy

1. Returns

Standard Products: Neon signs from our standard product line can be returned within 14 days of receipt, provided they are unopened and undamaged. The customer is responsible for the return shipping fee. To initiate the return process, please email support@neonxpert.com.
Custom Items: No returns or refunds are available for custom neon signs. Once an order for a custom product is placed, it is final.

2. Refunds

Damaged Goods: If your neon sign arrives damaged, you are eligible for a free exchange. Please notify the delivery agent and contact us within 24 hours, including photos or video evidence of the damage to both the product and the packaging. In such cases, you do not need to return the damaged item.

Inspection and Notification: Upon receiving your neon sign, please inspect it immediately. Any defects, shortages, or discrepancies must be reported in writing within 48 hours of delivery. If these conditions are not met, the product will be considered in compliance with our terms and conditions and free from any defects or damages.

Refund Process: After receiving and inspecting the returned item, a full refund will be issued for eligible returns in 7 days. Please include the reason for your return, as your feedback helps us improve our products and services.

3. Exchanges

Defective Items: Exchanges are only applicable to defective items. If a product is found to be defective, please contact our support team at support@neonxpert.com within 48 hours of delivery. We will provide a free exchange for the defective product.

Custom and Limited Edition Products: Unfortunately, we cannot offer exchanges for custom or limited edition neon signs unless the item is defective.