Refund And Cancellation Policy
Order Cancellations
Since NeonSignCreator.com sells made-to-order products, therefore orders cannot be modified or canceled once the production process is initiated. This applies to all custom products and pre-designed products on our website. Once the production process is initiated, your order and design are deemed final and cannot be canceled.
How to Request Cancellation
To request a cancellation and be eligible for a refund, you must send an email to hello@neonsigncreator.com with the subject line: “Cancel Order [Order Number]” within the applicable timeframe (4 hours for standard orders, 1 hour for rush orders).
Design Modifications
Please note: We do not cancel custom orders with pre-approved designs. However, you may modify the design as many times as you wish before the production process is initiated.
Refund Processing Timeline
After your refund is processed, it may take 10–12 business days to reflect in your account.
Quality Assurance
At NeonSignCreator.com, we are committed to delivering high-quality products free from manufacturing defects. In the rare event that you receive a faulty or defective product, we provide hassle-free assistance as outlined below.
Returns for Ready-Made Products
We offer a 21-day return window for ready-made products if they are found to have faults or defects upon receipt.
Return Requirements:
- The faulty product must be returned in its original condition and packaging
- All original packaging must be included
- Documentation and photos of the defect are required
Note: Custom or made-to-order products, tailored specifically to your requirements, are not eligible for standard returns. However, if a custom product has a manufacturing defect, we will work with you to fix or replace it after careful inspection.
Replacements and Refunds
While we assure the quality of our products, if a manufacturing defect occurs, we offer replacements and will work to resolve the issue promptly.
Resolution Process:
- We provide replacements for defective products or missing items (upon validation of proof)
- Refunds for product costs and/or shipping are determined by our warranty guidelines and are at the discretion of NeonSignCreator.com
- We do not offer refunds in cases of manufacturing defects or damaged/lost products without validated proof
- We prioritize customer satisfaction and may offer a brand-new replacement as an alternative to refunds
To start a Return, Replacement, or Refund Request:
Contact us at hello@neonsigncreator.com with detailed information about the issue.
For complete details, please refer to our Warranty Section and Shipping Policy for additional information on coverage and procedures.
Missing or Damaged Items Complaints
Documentation Requirements
To ensure faster resolution of missing or damaged item complaints, we require the following:
- An unboxing video showing the package being opened
- Clear photos of the package condition as it is being opened
- Detailed photos of all items received
- Clear photos of the box damage (from multiple directions including all sides) if applicable
- Photos/videos taken before opening the box if the package is damaged, punctured, or bent
Why Documentation Matters
This documentation is crucial to:
- Protect both your interests and ours
- Help us work with our shipping and insurance partners
- Serve as essential proof for claims involving missing items, damaged products, or order discrepancies
Replacement Based on Validation
We only provide replacements if the provided proofs are validated by our team. Upon validation, we will provide unbiased assistance and customer support.
Orders on Hold Due to Missing Information
If your order cannot proceed due to missing information or required inputs from you (such as high-resolution images, reference materials, design approvals, or other essential inputs), our team will attempt to follow up with you via email, phone, or other available communication channels.
Follow-Up Timeline
- We will make at least 4–5 follow-up attempts at regular intervals
- The follow-up period extends for up to 30 days from the order date
Refund Window Closure
If you do not respond with the necessary information within 30 days from the order date, the refund window will be permanently closed. No cancellations or refunds will be allowed beyond this period.
Order Fulfillment After 30 Days
We remain committed to fulfilling your original order. If you respond with the required inputs even after 30 days and the order specifications remain unchanged, we will still honor the order. Production timelines will be communicated to you accordingly.
Contact Us for Refund and Cancellation Support
For any questions about our refund and cancellation policy, or to initiate a refund, replacement, or cancellation request, please contact us:
Email: hello@neonsigncreator.com