Refund policy

At NeonHub, we offer a 30-day return policy for select neon signs, ensuring you have ample time to decide if your purchase meets your expectations. This policy applies to all items except for custom products, which are tailored to your specifications and thus non-refundable.

  • Eligibility: To be eligible for a return, the item must be returned in the condition it was received: unused, with all original tags attached, and in its original packaging. A valid receipt or proof of purchase is also required. Returns are only applicable to items purchased at full price; items bought using discount codes or during promotional sales, as well as stock items (not made-to-order signs), are not eligible for a refund.
  • Process: To initiate a return, contact us at info@neonhub.com. We will provide you with a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Warranty and Defective Items

  • 24-Month Guarantee: Our products come with a 24-month warranty for internal faults. If your neon sign stops functioning due to an internal issue within this timeframe, contact us with evidence for a replacement.
  • Faulty Items: If your item arrives damaged or faulty, please inform us within 7 days of delivery via email at info@neonhub.com with evidence, and we will arrange for a replacement free of charge.

Custom and Handcrafted Products

  • Custom Orders: Customized neon signs, being made to your specifications, are not eligible for returns or refunds. However, you may request modifications to your order within 4 hours after purchase.
  • Handcrafted Variations: Due to the handcrafted nature of our neon signs, slight variations and color discrepancies are expected and not considered defects.

Import Fees & Duties

Orders may incur import fees, taxes, or duties upon delivery, which vary by country and are the customer's responsibility. NeonHub is not responsible for these additional charges.

Exclusions and Non-Returnable Items

  • Exceptions: We cannot accept returns on perishable goods, personal care items, hazardous materials, flammable liquids/gases, sale items, and gift cards.
  • Damages and Issues:

    If the goods are delivered to the buyer damaged, it is imperative for the buyer to inform both the delivery agent and the seller within 24 hours, providing written documentation along with photographic or video evidence of the damage to both the goods and their packaging. Failure to meet these conditions will absolve the seller of any responsibility to address the issue.

    Given the artisanal nature of our products, they may exhibit minor variations and subtle color differences. Such variations may also stem from differences in computer screen settings and printer calibrations. By purchasing our products, the buyer recognizes and accepts these potential discrepancies as not being defects.

    Upon receiving the goods, the buyer is expected to thoroughly inspect them and, if any defects, shortages, damages, or discrepancies from the described or quoted product are found, to notify the seller in writing within 48 hours of delivery.

    The buyer must allow the seller a reasonable period to inspect the goods should any concerns be raised. If the buyer does not adhere to these requirements, the goods will be deemed to conform fully to the terms and conditions, being considered free from any defects or damages.

    Regrettably, we are unable to offer refunds or returns on custom-made products and limited edition pieces. Should you encounter any technical issues, we urge you to reach out to our customer service team for assistance.

Refunds

Once we receive and inspect your return, we will notify you about the approval of your refund. If approved, you will be refunded on your original payment method within 10 business days. Please remember it may take some time for your bank or credit card company to process and post the refund.

Contact Us

For questions, concerns, or more information about our policies, please email us at info@neonhub.com. Our dedicated team is here to support you and will respond as quickly as possible.

Thank you for choosing NeonHub. We are committed to providing quality, handcrafted neon signs to brighten your space and offer a flexible return policy to ensure your satisfaction.